Refund & Return Policy

30-Day Return Window

For change-of-mind or fit-related returns, you have 30 days from the date of delivery to request a return.

Returns requested after this period may not be accepted for change-of-mind purposes.

Return Eligibility

For a change-of-mind or fit-related return, your item must:

• Be unused, unworn and unaltered
• Be in original condition with all tags attached
• Be returned in its original packaging where reasonably possible
• Include proof of purchase
• Meet the hygiene and resale conditions outlined below

Hygiene & Resale Policy

Hats and caps are personal wear items. For hygiene and customer safety reasons, change-of-mind returns are only accepted where the item remains in brand-new, resaleable condition and has only been briefly tried on indoors.

Change-of-mind returns may be declined if the item shows signs of use, including:

• Sweat marks, stains or odour
• Creasing or shaping caused by wear
• Outdoor use
• Extended wear or handling
• Damage or alteration
• Any condition that makes the product unsuitable for resale

All returned items are inspected before a change-of-mind return is approved.

Non-Returnable Change-of-Mind Items

We do not accept change-of-mind returns for:

• Worn or used items
• Items that no longer meet the return conditions above
• Sale or clearance items
• Gift cards
• Returns requested outside the 30-day change-of-mind period

Change of Mind / Fit Issues

Fit and sizing preferences can vary between individuals and different hat styles.

Where we approve a change-of-mind or fit-related return:

• A 25% restocking fee applies
• The customer is responsible for return shipping
• Original shipping charges are non-refundable
• The item must meet all applicable return conditions above

Change-of-mind returns are provided under our store returns policy and are separate from any rights you may have under New Zealand consumer law.

Return Shipping

For approved change-of-mind returns:

• Customers are responsible for return shipping costs
• We do not provide prepaid return labels for change-of-mind returns
• We recommend using a tracked shipping service
• Urban Caps is not responsible for returned parcels lost in transit before they are received by us

For faulty, damaged or incorrectly supplied items, we will work with you to arrange an appropriate return process and remedy where applicable.

Return Address

Please contact us and receive return approval before sending any item back.

Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

• Orders that have not yet been dispatched may be eligible for cancellation
• Once an order has been processed or dispatched, cancellation may no longer be possible
• Where cancellation is no longer possible, the applicable returns process will apply

Any applicable payment processing charges will be communicated before a cancellation is completed.

Damaged, Incorrect or Faulty Items

Please inspect your order when it arrives and contact us as soon as reasonably possible if:

• You receive the wrong product
• Your item arrives damaged
• Your item appears faulty
• The product is materially different from its description

Providing clear photos or videos can help us assess the issue more quickly.

Where a product does not meet the guarantees required by the New Zealand Consumer Guarantees Act, we will provide an appropriate remedy in accordance with our legal obligations.

Consumer Guarantees Act

Refund Processing

Once an approved refund has been processed:

• Refunds will normally be issued to the original payment method
• Our processing time is generally 2–5 business days
• Your bank or payment provider may require additional time before the funds appear in your account

Late or Missing Refunds

If you have not received an approved refund after the expected processing period:

1. Check your bank or payment account
2. Contact your payment provider
3. Allow for any additional bank processing time

If you still require assistance, email us at refund@urbancaps.co.nz.

Start a Return

Before sending anything back, please contact our customer support team and include your order number and reason for return.