We want every hat you purchase from our store to arrive in good condition and meet your expectations. If you are not satisfied with your purchase, this policy explains how you can request a return, exchange, or refund.
Our 30-Day Return Window
You may request a return or exchange within 30 days from the date your package was delivered.
This return window applies to eligible hats and accessories purchased through our online store. Whether you need a different style, color, or size, you may contact us within the applicable period to discuss your options.
Please wait for return instructions from our customer service team before mailing anything back.
Items We Can Accept
Returned merchandise should be in a condition suitable for resale.
To help ensure your return can be processed, please make sure that:
-
The hat has not been worn for extended use.
-
The item is clean and free from stains, odors, makeup, or other marks.
-
The original tags, labels, and included accessories are retained whenever reasonably possible.
-
The item has not been altered, washed, customized, or intentionally damaged.
-
Any original packaging is included when reasonably available.
You may examine or briefly try on a hat to determine whether it is suitable for you, similar to how you would inspect merchandise in a physical store.
If an item shows signs of use or damage beyond reasonable inspection, the return may be subject to further review.
Starting a Return
To begin the process, please email our support team with your order number and the reason for your return request.
For faster assistance, we recommend including:
-
Order number
-
Name used for the order
-
Item or items you wish to return
-
A brief description of the request
-
Photos when the item has a visible problem
After reviewing your request, our team will provide the appropriate return instructions.
Please do not mail merchandise to our business address unless our support team has instructed you to do so.
Return Shipping
For approved returns that are made because you changed your mind, selected the wrong style or size, or otherwise no longer want the item, we generally provide a return shipping option at no additional charge.
If the item was damaged during delivery, has a manufacturing defect, is missing part of the order, or does not correspond with the product purchased, we will work with you to arrange an appropriate return shipping solution.
Return shipping arranged independently by the customer should be discussed with us beforehand. We may not be able to reimburse shipping expenses that were not authorized in advance.
Items Received With a Problem
We understand that an item can occasionally arrive with an issue.
If your hat arrives damaged, defective, incomplete, or materially different from what you ordered, please contact us as soon as reasonably possible.
Depending on the nature of the issue, we may offer one of the following solutions:
-
Replacement of the affected item
-
Exchange for an available item
-
Refund of the affected purchase
-
Another reasonable resolution appropriate to the circumstances
We may request photographs or other information to help determine the best solution.
Exchanges
If you would prefer another eligible hat rather than a refund, you may request an exchange during the 30-day return period.
Exchanges depend on inventory availability. If the requested replacement is unavailable, we may offer a refund or another suitable option.
Please contact us before returning an item for an exchange so we can confirm the available replacement and provide the correct instructions.
Refunds and Payment Reversals
Once an approved return has been received and evaluated, we will determine whether the refund requirements have been satisfied.
Approved refunds will normally be sent back through the original payment method.
We generally aim to complete our portion of the refund process within 10 business days after the returned merchandise has been received and reviewed.
The time required for the refunded amount to appear on your account can vary depending on your bank, card issuer, or payment provider. We cannot control processing times imposed by those institutions.
If Your Return Cannot Be Approved
If merchandise does not satisfy the applicable return requirements, we may contact you before taking further action.
Depending on the circumstances, we may explain the reason the return cannot be accepted and discuss whether another resolution is available.
Nothing in this policy is intended to remove or restrict any consumer protection rights that apply under applicable law.
Returns Without Prior Contact
Please do not send a return package without first contacting our customer service team.
A package sent without the required return information may take longer to identify and process, and we cannot guarantee that an unauthorized shipment will be accepted.
Receiving return instructions before shipping helps us connect the merchandise with the correct order and avoid unnecessary delays.
Contact Us About Your Order
If you need help with a return, exchange, refund, damaged item, or order issue, please contact our customer support team.
Email: Support@burtsbeitcr.shop
Phone: (253) 488-1217
When contacting us, please provide your order number whenever possible so that we can locate your purchase more efficiently.
For your protection, please do not include complete credit card numbers, passwords, or other sensitive payment credentials in your message.
Business Information
Business Name: Burt's Bees, Inc.
Brand Name: Burt's Bees
Email: Support@burtsbeitcr.shop
Phone: (253) 488-1217
Business Address:
4910 Highgate Dr 0
Durham, NC 27713
United States.