Return and Exchange Policy

Hats

EXCHANGES:

We are happy to exchange an item if it does not work out. Please mail it back to us at (sorry, we do not do in-person exchanges):

Hale Pua Hawaii, 46-178 Kahuhipa St #J-2, Kaneohe, HI 96744 

Please include the packing slip or a note with your order number as well as the item that want us to send back to you. We will send you an invoice for the cost to ship the new hat to you.

 

RETURNS:

If you are not happy with your purchase for any reason, you can return it for a refund minus 15% restocking fee (we do not refund shipping costs). Customer must return items within 30 days of receipt in original condition preferably in the box that it came in to (no in-person dropoffs): 

Hale Pua Hawaii, 46-178 Kahuhipa St #J-A, Kaneohe, HI 96744 

Hats are handmade and each one is unique with minor imperfections and variations including: 

  • Color variations from gray, green, and golden (all hats will turn golden color over time)
  • Brim size variation up to 1/2”

 

DAMAGED ITEMS:

If the hat arrives damaged due to mishandling in shipping, you can file a claim with the United States Post Office here: https://www.usps.com/help/claims.htm Sorry, but if a box is sent and delivery is confirmed we will not send a new box out; you will need to file a claim with the USPS.

If an item is defective (not damaged due to shipping), we will either:
- Replace it with the same or similar item, 
- Issue a refund for the cost of the item OR
- Offer a discount for customer to keep the defective item
We may send a prepaid label to customer for the return of the defective item. The decision on which option will apply is decided by Hale Pua. 

 

BOXES RETURNED TO US DUE TO INCORRECT ADDRESS:

If the shipping address provided on an order was typed incorrectly or is returned as undeliverable for any reason, a new shipping fee will be charged to the customer to redeliver the package. If the customer refuses to pay the redelivery fee, a 15% restocking fee will be applied and the customer will forfeit any shipping charges applied to the original order. A refund will be issued to the customer for the remaining balance.