Custom Hats
All custom hats are final sale. Because each piece is shaped, fitted, and finished specifically for the guest, custom hats cannot be returned, exchanged, or refunded once purchased.

Booking Fees
Booking fees reserve appointment time and service and are non-refundable. Booking fees are separate from the purchase of hats and accessories.

Rescheduling
If you need to reschedule your appointment, please contact Highland Hatter as early as possible. Rescheduling requests made with advance notice will be accommodated when availability allows.

If you want a firmer version, use:
Rescheduling requests made at least 48 hours in advance will be accommodated when possible. Requests made with less than 48 hours’ notice may result in forfeiture of the booking fee.

Cancellations
If a guest cancels an appointment, the booking fee is non-refundable. If Highland Hatter must cancel or reschedule an appointment, the guest will be offered either a rescheduled appointment or a refund of the booking fee.

Ready-to-Wear or Non-Custom Merchandise
If you plan to sell any non-custom merchandise, you can separate it like this:
Non-custom merchandise may be eligible for exchange or store credit within 7 days if unused and in original condition.

But if you want maximum simplicity:

• make all hat sales final
• only offer case-by-case help for defects or errors

Craftsmanship / Issue Policy
If there is an issue related to craftsmanship or a confirmed error in the completed custom piece, guests should contact Highland Hatter promptly so the issue can be reviewed. Approved adjustments or corrections will be handled at Highland Hatter’s discretion.

That gives you some flexibility without opening the door to general returns.