CUSTOMER SERVICE

PLEASE BE ADVISED THAT BY ORDERING SAID MERCHANDISE YOU HAVE AGREED AND ACCEPTED ALL PROVISIONS BELOW:

RETURN POLICY

Our Satisfaction Guarantee
(please see our “Return Policy Details” below for exceptions)

Take note that CUSTOM HAT ORDERS, as is stated in the terms and conditions that you agree upon at the time of ordering are not refundable. Baron Hats will rework the hat, depending on the nature of the complaint, until the customer is satisfied with the hat (shipping and handing will be discussed on a case by case basis, again depending on the nature of the complaint).

IMPORTANT NOTICE TO CUSTOM HAT CUSTOMERS

Please be advised that because of the unique nature of creating custom hats including, but not limited to, the special custom sizing of said hat, purchasing of special materials, custom pattern cutting which renders said material unique to the specific hat, , creating of special blocks, other custom orders including, but not limited to special accessories, ponchos and other custom crafted clothing, belts, shoes, chaps, stampede strings, special sweatbands, hatband’s, “bling”, embroidery, and any and all other items that Baron’s either custom crafts in their studio, or has serviced by specific craft personnel, or employment of specialized craftsmen and individual field research, you can not cancel an order once it is processed and our “no refund” policy shall be in effected for all items and descriptions as stated in this agreement. By ordering said hat, you accept and agree to all provisions as set forth in this service agreement, and by so ordering you agree accept and understand that you have entered into a legal and biding agreement. Baron Hats therefore has the right, where applicable to utilize any and all legal recourse if said customer shall attempt to default on their legal and biding obligations.

DELAYING OF SHIPPING - ``RUSH`` ITEMS - CUSTOMER CHANGES

Customer agrees, accepts and understands that in the case of items (including hats), that are to be shipped by a designated date, Baron Hats is not responsible, if such items have been delayed because of customer instigated changes. For example, in many cases, Baron’s shall send photos of hats to customers via e-mail or regular mail for their approval. If customer continues to ask for changes to said hat, Baron’s is not responsible for such delays, and therefore customer agrees, accepts and understands that they can not instigate any refund or chargeback. This is especially prevalent if said changes are beyond the original order as stated on our official invoice. An example would be if the customer decided “after the fact” , and once they receive documentation (including, but not limited to photographs), that they now want a different color, style, band, or if customer feels said accoutrements, or details to said hat as described and/or shown on the ordinal invoice (in the way of text or photo) do not “match” the ordinal photo or text in the official invoice. Because conceptualization of artist creations are extremely subjective, and can be subject to infinite interpretation, Customer agrees, accepts and understands that such disputes as to the artistic “matching” of the final Baron created product with the original concept (in text and/or photo), shall be solely the discretion of Baron Hats, and that their decision is final. Concurrently, Customer can not ask for a refund, nor force a chargeback for these heretofore stated reasons (and others reason as spelled out in this service agreement). Baron Hats, however, shall complete said ordered hat (or item), and ship it to the customer after such disputes have been resolved.

CHARGEBACK POLICY

IMPORTANT: Customer agrees, accepts and understands that because of the nature of custom orders, we can not accept refunds. In additional any and all unauthorized “Chargeback’s” shall be treated as a violation on the customers contract which they enter into when they “click through” to order their merchandise. Customer agrees, accepts and understands, that if they should instigate an unauthorized Chargeback on any orders, they shall be in violation of said contract, and Baron Hats has the authority to seek any and all remuneration from said customer, including, but not limited to our billed time to address said Chargeback, and any and all staff inter-company or attorney fees to defend said action from the customer.

CANCELLING OF ORDER

As stated in this RETURN POLICY, custom agrees, understands and accepts that orders can not be cancelled or refunded.

However in some cases if an order is cancelled within 24 Hours, and work had not been started on the order, and/or material ordered, Baron Hats may be able to refund the order. This refund is subject to between a 5% and 10% restocking and/or reprocessing fee. Refunds and refund fees shall be the decision and be held solely by Baron Hats.

SATISFACTION GUARANTEE LIMITS OF SERVICE

As stated, Baron Hats shall rework a hat, or item ordered, to a customer’s satisfaction. However, in unique situations, after a hat or special item is reworked multiple times, a customer may continue to find fault with the merchandise. In such cases, there must be a final resolution, otherwise technically a hat could continue to be reworked indefinitely. Therefore, customer, understands, agrees and accepts that Baron Hats shall rework a hat, or item three (3) times in order to satisfied the customer. However, after the third reworking of said hat or item, if customer still is not “satisfied”, it shall be Baron Hats final discretion whether to continue. If Baron Hats, after the third reworking, concludes that the merchandise has been made to the specifications of the original description and/or to the original complains of said customer, Baron Hats has the right to send the order back tot he customer, and the customer agrees, accepts and understands that this shall constitute completion of the Satisfaction Guarantee, and agrees, accepts and understands that this shall fulfill Baron Hats total obligation towards this specific order, and that the customer shall accept said order, and can not under any circumstances demand, request, or instigate a refund. Any refunds or discounts for said order shall be totally the decision and discretion of Baron Hats. If, after Baron Hats obligation has been met as per the above mentioned terms and conditions, customer instigates a refund, including, but not limited to a “charge back” via their bank of record for said order, Barons has all rights to challenge said refund, and demand a reversal of said refund and/or charge back, and customer shall, under all terms as set forth in this Return Policy and Service Agreement, agree and accept this reversal, and shall not challenge said reversal. If said hat or merchandise has been sent to customer after three (3) attempts to rectify any complains, customer agrees, accepts and understands that delivery of said hat to customer, whether customer accepts the hat or merchandise or not, shall constitute total obligation of said Satisfaction Guarantee. Furthermore, if customer should attempt to return the order, this shall not constitute non-delivery of said order, and customer agrees, accepts and understands that under these circumstances, Baron Hats shall still enjoy the fulfillment of their obligations as set for hereto, whether or not said hat is in customers possession or if they refuse delivery of order, or attempt to send it back and customer can not and shall not receive a refund.

ON ``SHOP`` OR ``STOCK`` ITEMS

Shop or Stock items are unconditionally guaranteed. If you are not satisfied with your purchase, please notify us within 30 days of receipt of your merchandise, and we will gladly exchange, credit, or refund the cost of the item excluding shipping, insurance and handling charges depending on the terms and conditions of the item.

Please see special refund conditions for custom or other special order items, especially under the RETURNS POLICY DETAILS: CUSTOM HAT ORDERS. We cannot reimburse shipping and handling charges, so please be aware that the shipping, handling and insurance charges will be deducted from your full invoiced price. If you are purchasing a product that has “Free Shipping” our actual shipping charges to you will be deducted from your return refund. These deductions includes charges from shipping companies who return undelivered or unopened items. As part of our policy, you agree to send back to us any items with a DELIVERY CONFIRMATION, via USPS, UPS or FEDEX, along with proper INSURANCE (simply factor the price of the original shipping charges) at your expense. We can not be responsible for any merchandise that is return to us without a CONFIRMATION and INSURANCE. We must have “proof of delivery” in order to properly refund an item. Any items returned to us, must include a copy of the original invoice or packing slip. Please retain your original invoice or packing slip, since you may need it for your records!

We adhere to the terms and conditions as set forth in your banking or other credit card or checking policies with regards to “assumption of responsibility” as to the purchaser. If, for example we receive an order and the invoiced item clears and is processed, this constitutes a legal and binding transaction. We assume that the person who is purchasing the item is the person who has requested it. Therefore said order is not refundable solely because there is a claim that the credit card holder did not personally authorize it. Cases of stolen cards or credit card fraud must be handled as is procedure with your banking institution.

**RETURNS POLICY DETAILS: CUSTOM ORDERS

As stated in the terms and conditions in our shopping cart, Custom Orders are NOT refundable. Baron Hats will rework the hat, or custom order merchandise, depending on the nature of the complaint, until the customer is satisfied with the hat or other merchandise ordered, (shipping and handing will be discussed on a case by case basis, again depending on the nature of the complaint).

When a custom order is shipped back to be worked on, the hat must be in original condition and packaging; otherwise, additional charges may be applied.

IMPORTANT: On specific returns, in which a customer has given us wrong information (including, but not limited to a wrong hat size, description, etc., ; or the customer is disputing the order), and the customer does not want the item repaired, replaced, or exchanged for another item, but rather only a refund (presuming their request adheres to our “Return Policy” requirements), there will be a 20% Restocking Fee and a 15% Reprocessing Fee, which is deducted from your original purchase price. It is solely the discretion of Baron Hats, as to when this Restocking Fee shall apply and their decision is final.

Please read all hat size and specification information on your invoice carefully. If you give us a specific hat size and once you receive the hat, you find the hat does not fit, we will be happy to change the size of the hat, however there will be a charge for both the labor and shipping. If, of course, the hat was made in the wrong size or any hat specification errors are our fault, we will fix your hat at no charge.

Please be aware that unless specifically noted, custom hats, and other special hats take between six to eight weeks to create. Shipping options (i.e.: UPS Ground; Two Day; One Day Overnight, etc.) refer to shipping after the hat is completed.

If a customer returns a hat or custom order merchandise and asks for multiple changes or changes in whole or part which were not part of the original order, or are deemed by Baron’s to be substantially different from the initial order description, it becomes Baron’s sole desecration whether to charge extra for these changes. In either case please be aware that specific alterations usually necessitates the procurement of specialty materials and/or craftsmen to facilitate said changes, which may take upwards of an additional three to four months, or more, both for finding the stock, shipping and re-design. Baron’s will make every effort to continue communication with the customer during this time, including, but not limited to e-mails, phone calls, mail, and photos, both mailed and/or transmitted via e-mail or fax to show the progress of said order. However, it is also the responsibility of the customer to keep a running communication with Baron’s on said project. This additional time does not in any way void our Satisfaction Guarantee, and the customer understands, agrees and accepts these conditions and can not make cause to request a refund for this delay.

Unfortunately, we cannot accept refunds for merchandise that has been specially ordered, or is custom hand-made-to-order. Additionally, a small number of products are non-returnable, either due to their custom nature or because they are special order items. If you have any questions about whether a product is returnable, please call us in advance of ordering. However, you may return these items as many times as you want to have them adjusted until such time as you are satisfied with the fit.

As noted in the custom hat payment request form: ” By placing this order for a custom hat, and clicking on our “purchase button” you ACCEPT and AGREE to abide by all the terms and conditions as set forth on www.baronhats.com, (please see our customer service section for specific details) in reference to purchasing a Baron Hat order, including, but not limited to our return policies, warranties, exclusions, and conditions. Furthermore, our “Make Order” button also states that by clicking said link, you again are agreeing and accepting all terms and conditions as set forth in this service policy, including but not limited to our return policy. This “order” button is designed, so that it will not take you to the order page unless you physically click on it, and customer agrees and accepts this clicking of said order button as an “electronic signature”, which legally binds you to all terms and conditions set forth herein. This includes but is not limited to the provision of our “Total Satisfaction Guarantee” as stated in our service agreement, which states that we will work on your hat as many times as it takes until you are totally satisfied with the finished production, however we are unable to refund the purchase price.

CUSTOMERS RESPONSIBILITY OF COMMUNICATION

If a customer receives a custom hat and is not satisfied with the result, it is the customer’s responsibility to contact Baron Hats, via phone, letter or e-mail within 30 Days with their concerns. Baron Hats can not be responsible for correcting said concern if the customer does not communicate with us to let us know what they would like improved upon. In other words, it is the customers responsibility to actively participate in communicating with Baron Hats just what is wrong with the custom hat, and what they would like to improve upon it. If we do not hear from the customer within 30 days, we will assume that the customer is satisfied with the merchandise. If, after 30 days, a customer should communicate with us with a specific complaint, Baron Hats has shall have the final decision on a case by case basis if they shall work on the hat, and if there shall be any additional charges for said work and/or shipping expenses.

This Thirty (30) Day provision for custom hat re-do’s does not relate to our Lifetime Guarantee, (see below). The Lifetime Guarantee is in full effect along with its provisions and limitations.

DELAYS IN SHIPPING

Although we do not give refunds on special or custom order items, furthermore, please understand that we do our best to have your order to you when it is promised. However, because of the unique nature of our items, especially in regards to, but not limited to, custom hat orders, there are many factors outside our control, that can cause your order to be delayed. We will make every effort to keep you informed as to a running status of your order, and/or any delays that may occur; and of course you are more than welcome to contact us via phone or e-mail (please refer to our “contact information”). However, the delay of an item for reasons outside our control (including, but not limited to, acts of God, special material delays, re-do’s of orders, material exchanges, need for special hat blocks or other custom equipment to create your hat, shipping delays, equipment failure, etc.) can not constitute a default, and a void of said order. You will receive your order in as timely as fashion as we are humanly able to, and as long as the item is in the process of being created, the order of said item shall be active.

DAMAGE IN SHIPPING

Baron Hats, Inc., makes ever effort to insure the safe shipping of our hats (Please see our ROYAL SHIPPING TREATMENT page for more details). However once our merchandise leaves our shop and is in the hands of our shipping providers the condition of our hats when they arrive at their destination is beyond our control. All out hats are Insured, so if you do receive a hat from us that is damaged in shipping, simply return the hat in the original packaging, and we will repair and or replace the hat for you. If a hat arrives damage it does not constitute in any way “defective” merchandise, and we will not refund the purchase price for said damage. Customer understands, agrees and accepts that it is their reasonability to send the damaged merchandise back to us, after first communicating with us of said damage, and we will repair and replace said merchandise.

SHIPPING CHARGES

Unless specifically indicated in writing by Baron Hats via mail or e-mail only, customers agrees to assume responsibility for ALL return shipping charges, when returning a hat or other merchandise to Baron Hats for whatever reason. Under no circumstance, unless customer has written pre-approval from Baron Hats, shall Baron Hats refund any or all charges that customer may have incurred in shipping charges, along with insurance, handling and supplies for said shipping.

ATTORNEY AND ACCOUNTING FEES

Our shipping order forms make it clear that the customer has agreed and accepted to all terms and conditions herein, and if customer should file a chargeback with their bank, or demand a refund, Baron’s shall constitute that as a false and/or fraudulent claim and may at that time obtain the services of their attorney and/or accountant, or outside service to rectify this chargeback or refund demand. Customer shall be responsible for all fees including, but not limited to Baron’s attorney, accountant and/or outside service fees in the course of challenging said chargeback or refund demand.

SPECIAL LIFETIME GUARANTEE WARRANTY

Baron Hats offers our “Lifetime Guarantee” on specific custom-hand-made-to-order hats, and other hats and merchandise specifically noted to have our “Lifetime Guarantee” Warranty in their order descriptions. A signed copy of this guarantee will be included with your order of qualified hats, collectibles, and/or merchandise.

Simply put, on these items, if at any point, under normal wear and tear, you want to have your hat repaired, re blocked, or replaced, simply return the hat with a copy of your original invoice or packing slip, and Baron Hats of California will inspect the hat and determine what method is needed to bring the hat back to its original purchased condition. If the hat has been handled and maintained properly, Baron Hats will repair, re block, and/or replace the hat at no cost to you.

Shipping costs to Baron Hats Studios is the responsibility of the recipient, and they agree to send the hat with Delivery Confirmation via USPS, UPS or FEDEX, along with the appropriate Insurance (simply figure in the original purchase price of the item). Baron Hats will send you back your repaired or replaced hat, and pay all shipping, confirmation and insurance costs back to you.

The return policy also adheres to the rules as described in our “Care and Feeding of Your Hat”, along with additional special instructions that may be provided with your hat, and with all rules, regulations and policies of hat care that are considered standard in the industry. Abuse of these rules may constitute a voiding of our warranties, guarantees, and return policies. These abuses shall include, but not be limited to, alteration of the hat, unauthorized cleaning, either personally or professional, of said item, or use of unauthorized solvents or solutions, damage to the hat from sharp object “injury” (i.e.: scissors, knives, pins, etc.), or damage to the hat from bites and tears caused by, but not limited to animals, objects, or acts of God; or from improper storage or handling. In cases where abuse is observed, Baron Hats shall determined the amount of repair required, and how much they are responsible for, and shall contact you before doing said repairs. These decisions are solely based on these rules, and on the decisions and discretion of Baron Hats of California. All decisions are final.

ATTACHMENTS TO YOUR ORDER

On specific orders we offer as a courtesy other documentation including, but not limited to Certificates of Authenticity, “Limited Edition” numbers, or other informational material. Sometimes these documentation’s are inadvertently left out of the shipping package. If this should occur, please contact us immediately and we will send you the documentation via USPS at our cost. However, please note that these documentation’s hold absolutely no monetary value, and therefore the exclusion of them from your original shipping package can not in any way whatsoever constitute any default in your order, and therefore you can not use this exclusion as a basis for a refund or charge back, nor delay any confirmation of delivery of your order until such time as you receive said documentation.

RULES OF HAT MAINTENANCE

The return policy also adheres to the rules as described in our “Care and Feeding of Your Hat”, along with additional special instructions that may be provided with your hat, and with all rules, regulations and policies of hat care that are considered standard in the industry. Abuse of these rules may constitute a voiding of our warranties, guarantees, and return policies. These decisions are solely based on these rules, and on the decisions and discretion of Baron Hats of California. All decisions are final.

(Please see our “Returns Policy Details” for complete conditions.)

ADJUSTING HAT SIZES

As part of our 100% Satisfaction Guarantee, if any hat needs to be “resized”, you can return it, and we will adjust it until you are satisfied with the fit. We will pay any shipping charges back to you, but again, you must pay the shipping charges to our Studio along with the Confirmation and Insurance provisions as set forth in our “Return Policy”. If our Quality Control Department determines that the merchandise has been shipped to you in any form other than “perfect”, or that there is any “flaw” in the workmanship or materials, then we shall also credit you for your shipping charges.

(Please see our “Returns Policy Details” for complete conditions.)

IF PRODUCT ARRIVES DAMAGED

Our products are well-packaged to withstand damage during shipping. We double-box and/or use special packing materials and boxes on all items, and refuse to carry products that are easily damaged during shipping. But if an item looks damaged or parts are missing when they arrive to you, please notify us immediately. (Please see the “Contact Us” section for specific information)

Our goal is to make buying online easy, safe and efficient!

TO RETURN A PRODUCT

You may return your purchase for any reason within 30 days of receipt.

Before you send it to us, however, please email us at service@baronhats.com and include your original order number, what product(s) you are returning, and your name. Or you may call us at 818-563-3025, or fax us at 818-563-4025 so that we have advance notice and information about the package that you are sending back.

Wrap the package carefully. All returned products must be in original condition and packaging; otherwise, additional charges may be applied.

Return the product using your preferred shipping method to:

Baron Hats
Return Department
1619 West Burbank Blvd.
Burbank CA 91506

Please save your return tracking number, and email it to us (or call or fax us with the information), so that we can track the return. Once again, please note that it is important that you save the tracking number and that you insure the return package in case there are any issues during transit.

Please Note: unless the return or exchange is due to an error on our part, we cannot refund shipping and handling, and we cannot pay for your return shipping charges. We will issue a credit to the credit card used for the original purchase. With all our refunds, if you’ve paid by PAY PAL, then your PAY PAL account will be credited back (however sometimes the “credit back” feature on PAY PAL doesn’t work, at which case we will issue you a refund check). If you have paid by check, money order, or cashier’s check, we will refund you via a refund check, after the initial money’s have cleared our account.

OUR CUSTOM HAT SATISFACTION GUARANTEE

It is accepted, agreed and understood by the customer that Baron Hats shall not refund custom orders. We do however have an Unconditional Satisfaction Guarantee on all custom orders. The Guarantee states that the customer shall be completely satisfied with their custom order, or Barons shall rework the order, or replace the order with a new one and ship it back as many times as it takes until the customer is satisfied. All shipping to Baron’s shall be the responsibility of the customer, however Baron’s shall pay for all shipping back to the customer. When shipping said order to Baron’s, customer agrees to use UPS or Fed Ex shipping services, and to include both the “signature required” option, and also to insure the order for the value of the original cost. The customer shall also ship the hat in the original Baron’s shipping container, along with all protective materials.

In the case that the customer has provided Baron’s with erroneous details or information about their custom order and/ or on subsequent communications including, but not limited to e-mail, phone, fax, or regular mail, including, but not limited to, hat size, color, material or style, there may be both a cost for replacement or adjustment of said order, and return shipping charges. The implementation of such charges shall be totally by the sole discretion of Baron Hats.

GIFT RETURNS

If you had received your merchandise as a gift, you may return your gift for any reason within 30 days of order receipt for online-store credit. The amount of credit will follow the same rules as our return policy. Please contact Customer Service (service@baronhats.com). We will need your email address to process your credit.

All returned gift products must be in original condition and packaging; otherwise, additional charges may be applied.

CONTACT US

Email: mail@baronhats.com
Phone: (818) 563-3025
Fax (818) 563-4025

STORE ADDRESS
1619 West Burbank Blvd,
Burbank, CA 91506

STORE HOURS
Monday thru Friday
10:00AM – 4:00PM

Saturday
10:00AM – 2:00PM
Call before coming as production hours can change.
Closed Sunday

Mailing Address (for information)
Baron Hats, Inc.
1619 West Burbank Blvd.
Burbank, CA 91506

About Baron