At Montefino, we think that buying online shouldn’t be a stressful experience. That is why we have the most generous Panama hat return & exchange policy in all Thailand!
From the day you’ll receive your hat, you will have fourteen (14) days to ship it back to us for an exchange. We require that you ship the product through EMS post (which includes a tracking number). You will have to bear these shipping costs. However, we will ship your new hat to you free of charge, provided that your address is located inside Thailand.
Note that we do not refund any purchase. We will exchange the hat you bought initially for another one of equal value. If you want to exchange the hat you bought initially for one that is more expensive, you will have to pay the difference.
To initiate a return, you first need to contact us.
Then, prepare your shipping as follow:
- Pack your hat(s) in the original box it was sent in;
- Pack it (or them) with care, as any damage will be considered your responsibility and might result in the exchange being cancelled;
- Send the box using EMS post service (important: keep the tracking number);
- Send the box to: Montefino Hats, 43 Nimmanhaemin Rd., Tall Teak, Unit #2103, Suthep, Muang, Chiang Mai, 50200, Thailand;
- If prompted to, transfer the additional money to us.
- This return & exchange policy only applies to hats. Accessories such as hat boxes, hat stands, or any other item sold on this website that are not hats are not eligible for return, exchange, or refund.
- There can only be one return & exchange action for each purchase. This means that once you’ve received a new hat following an exchange procedure, this new hat cannot be exchanged in turn.
- The fourteen (14) day count starts on the date and time of reception as indicated on the EMS tracking.
- To be eligible for an exchange, a hat must show no sign of worn and torn. It must not be damaged in any way. It has to be in the same condition as it has been received. Damaged or worn hats cannot be returned or exchanged.
- When we’ll receive your hat following a return procedure, we’ll inspect it. If we find that it is worn or damaged in any way, we will ship it back to you and there will be no exchange.
- If a shipment is lost, the EMS post tracking will have the final word. If you shipped the box without any tracking, any lost will be your responsibility.
- If you want to exchange the hat you initially bought for a hat of lower value, we will not refund the balance. However, we will give you a credit usable on any further purchase in our store.
- If you live outside of Thailand, return & exchange is also applicable but you will have to pay additional shipping fees.