30-Day Returns
Request returns or size exchanges within 30 days of receiving your handcrafted hat order.
Original Condition
Items must be unworn, unaltered, with tags intact and in original hat box packaging.
Rapid Processing
Refunds are processed within 3 to 5 business days following inspection by our milliners.
Free Exchanges
We offer complimentary size exchanges across Canada to guarantee your perfect fit.
Our Commitment to Exceptional Craftsmanship
At Purity Hats, each piece of headwear is handcrafted with selected felts, straws, and bespoke trimmings. We take immense pride in our quality standards. If you are not completely satisfied with your purchase or require an adjustment in size or fit, we are here to ensure your returns and exchanges are simple, transparent, and seamless.
1. Eligibility for Standard Returns
To be eligible for a refund or replacement under our standard return policy, your item must meet all the following conditions:
- Returned within 30 calendar days from the documented carrier delivery date.
- Unworn, unwashed, unaltered, and completely free of perfume, makeup, or brim deformation.
- Original hang tags, inner sweatband protective liners, and serial cards attached.
- Packaged inside the original protective hat box to prevent crushing or creasing during return transit.
2. Non-Returnable & Final Sale Items
Certain specialty categories cannot be returned due to hygiene standards or bespoke fabrication:
- Bespoke & Custom Made-to-Measure Hats: Pieces crafted to customized crown or brim dimensions, personalized monograms, or custom-dyed wool/fur felt.
- Hat Care Sundries: Used hat brushes, cleaning foams, waterproofing sprays, and leather sweatband conditioner oils.
- Clearance & Archive Archive Sales: Items explicitly marked as "Final Sale" at checkout.
3. How to Initiate a Return or Exchange
Submit Request
Contact our support team via our Contact Page with your Order ID, email address, and reason for return or preferred exchange size.
Receive RMA & Shipping Label
Our concierge will provide a Return Merchandise Authorization (RMA) number and a prepaid return label (for Canada orders).
Safe Pack & Drop Off
Nest the hat in its structured circular box with interior foam supports, tape securely, attach the prepaid label, and drop off at the nearest Canada Post or designated depot.
Inspection & Payout
Upon arrival at our Montreal studio, our master milliners inspect the item within 2 business days and release the refund to your original payment method.
4. Refund Method & Processing Times
Approved refunds are credited directly to your initial payment method (Visa, Mastercard, American Express, PayPal, or Interac Online). Credit card issuing banks typically reflect the credited funds within 3 to 7 business days, depending on their billing cycle.
Original shipping fees incurred at checkout are non-refundable unless the return is due to a verifiable manufacturing defect or logistics error on our part. Review our full shipping rates on the Delivery Information page.
5. Damaged, Defective, or Incorrect Shipments
In the rare event that your package arrives with transit damage or an incorrect variant, please notify us within 48 hours of delivery. Include photographic documentation of the outer parcel and damaged hat. We will immediately expedite a priority replacement at zero additional cost or issue a 100% full refund including expedited shipping charges.
Need Assistance with a Return?
Our master hatters and customer care specialists are available Monday to Saturday to assist you.