At Winlagift, every order is custom manufactured to your exact specifications. Because our products are made to order, this Return & Exchange Policy explains the specific conditions under which returns, exchanges, and claims are accepted. We are committed to delivering high-quality headwear and to resolving any genuine quality issues fairly and promptly.
1. Custom Products Are Non-Returnable
As all items are produced according to your approved designs, colors, sizes, and specifications, custom-made hats cannot be returned or exchanged for reasons such as a change of mind, incorrect information provided by the customer, or design choices that were approved before production.
Please review all samples, digital proofs, and order details carefully before approving production. Once production has started based on your written approval, the order cannot be canceled or modified.
2. Quality Defects and Workmanship Issues
We stand behind the quality of our manufacturing. If your order arrives with a genuine quality defect — such as stitching errors, incorrect embroidery, wrong materials, or products that do not match your approved specifications — we will work with you to resolve the issue through one of the following remedies:
- Remanufacturing of the defective items at no additional cost.
- A partial or full refund for the affected items, evaluated on a case-by-case basis.
- A credit toward a future order.
To qualify, defects must be reported with clear photographic or video evidence within the timeframe stated below.
3. Shipping Damage and Loss Claims
If your shipment arrives damaged due to handling during transit, please retain the original packaging and take clear photos of the damaged products and packaging immediately upon delivery. Report the damage to us within 7 days of receipt so we can file a claim with the carrier and arrange an appropriate remedy.
For shipments that are lost in transit, we will coordinate with the logistics provider to investigate and determine the appropriate resolution based on the shipping terms agreed at the time of order.
4. Return and Claim Timeframe
All quality claims must be submitted within 7 calendar days of receiving your order. Claims submitted after this period may not be eligible for remedy. Once a claim is approved, any authorized return must be shipped back within 14 days of approval.
We are unable to accept returned items that have been worn, washed, altered, or damaged after delivery, unless the issue is directly related to a manufacturing defect.
5. Shipping Costs
If a return or remake is required due to our manufacturing error or a verified quality defect, we will cover the associated reshipping costs. For all other situations, the customer is responsible for return shipping charges and any applicable duties or taxes.
We recommend using a trackable shipping service for any authorized returns, as we cannot be responsible for items lost during return transit.
6. How to Request a Return or Claim
To start a return, exchange, or quality claim, please contact our team with:
- Your order number and order date.
- A description of the issue.
- Clear photos or videos showing the defect or damage.
Our customer service team will review your request and respond with the next steps. Please do not return any items before receiving written authorization from us.
7. Contact Us
For any questions regarding returns, exchanges, or claims, please contact us at:
Shenzhen Winla Technology Co., Ltd.
Email: info@winlagift.com