Refund policy

Effective Date: February 24, 2026

At Pillar and Brim, we are dedicated to the art of heritage craftsmanship. We believe a hat is a signature piece of your identity, and we strive to ensure every "one-of-one" creation meets our rigorous standards of quality. Because our products are often bespoke and personalized, the following policies govern all transactions to ensure clarity and fairness for both the maker and the client.

1. GENERAL TERMS & SATISFACTION

YOUR SATISFACTION IS IMPORTANT TO US!
If you are not satisfied with your purchase, please contact us within 7 days of order receipt.

FINAL SALE EXCLUSIONS:
The following are not eligible for return:

  • Items marked "FINAL SALE" or "SALE."
  • Hats where "I am confident" was selected during head shape/sizing confirmation.
  • All Custom Hats, Hat Bands, and Embellishments.

2. PRODUCT CATEGORIES

WESTERN HATS
We work hard to get you the correct fit! If it’s not quite right, call us; most times a quick tweak at home is all that’s needed. If a refund is determined to be necessary, we will issue a return label (see "Shipping Reimbursement Policy" below for fee details). Refunds are issued once the item is received in its original shipping condition.

CUSTOM HATS, BANDS, & EMBELLISHMENTS
These are unique, one-of-one items and are final sale. Our process is deeply collaborative and relies on your active participation:

  • Mandatory Milestone Approvals: We require your explicit sign-off at key stages of the build and a final "Ready to Ship" approval.
  • Finality of Sign-off: By providing approval at any stage, you acknowledge and accept the design, materials, and fit as presented. Once an approval is given, those specifications are considered locked and are not eligible for changes, replacements, or refunds.
  • Maker’s Discretion: To maintain artistic integrity, any design elements or construction details not expressly agreed upon in writing are left to the sole professional discretion of the maker.
  • Deposits: Customizations are unique to each individual and are not easily transferable to others.  For this reason, All deposits are non-refundable.

3. HOW WE HANDLE ERRORS & RETURNS

SHIPPING REIMBURSEMENT POLICY:

  • Refunds are issued once the item is received in its original shipping condition
  • Our Error: We provide a free label.
  • Your Error: We provide a label, but we deduct the cost from your refund.
  • Independent Shipping: We don’t reimburse for labels you buy yourself, no matter what.
  • This ensures we always have tracking and insurance on the return, and it protects you from paying for someone else's shipping label choice.

 

OUR ERROR (Defective or Incorrect Item):
If the return is a result of our error, we will issue a return label and cover all shipping costs for the return and replacement.

  • Proof Required: To process an error claim, you must provide proof of the error. Clear photos are required; Video may be requested to help us diagnose fit or structural issues..

YOUR ERROR (Sizing, Style Choice, Missed Requirements, etc.):
If the return is a result of a customer error (incorrect measurement, didn't like the style, missed/uncommunicated requirements, etc.):

  • Western Hats: You are responsible for the cost of the return shipping label plus the cost of shipping any replacement. A 25% RESTOCKING FEE will also apply. Shipping charges will be deducted from your refund.
  • Custom Items: If you failed to identify a customization issue or missed a requirement during the approval process, we will do our best to make it right within reason, but all sales remain final.

4. SHIPPING & DELIVERY

DAMAGED IN SHIPPING

If your item arrives damaged, please contact us immediately. As the shipper, we are responsible for the safe delivery of your hat. To help us resolve this and file a claim with our carrier:

  • Photos Required: You must provide clear photos of the damaged item and the exterior/interior packaging as it arrived.
  • Resolution: Once we have verified the damage, we will provide a return label and arrange for a repair, replacement, or refund.

5. CONTACT INFORMATION

FEEL FREE TO REACH OUT!