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    EXCHANGE/REFUND POLICY

    1. I CHANGED MY MIND, CAN I GET A REFUND ON MY REX HAT?

    Unfortunately, we don't offer refunds or exchanges for change of minds and why would you? Please choose carefully, and use our detailed descriptions and photos to help you make up your mind when deciding on purchasing a hat or one of each hat design.


    2. CAN I GET A REFUND OR EXCHANGE ON MY CUSTOMISED REX HAT?

    Unfortunately, customised hats are made to order. We embroider each hat as you have requested so please be careful with spelling and what you would like embroidered on the hat. Customers use all kinds of spelling variations for names and words like Apple and Rocket, so it is impossible for us to know if it is a mistake or just unique. So please ensure spelling is double checked before finalising your order. 


    3. MY REX HAT IS DAMAGED OR FAULTY, WHAT DO I DO?

    We only exchange items if they are defective or damaged, and it must be returned to us within 14 days from when you received your hat so we can inspect it and make sure it doesn't happen again. We always check our hats are of a high standard before shipping it out, so it is rare that one has slipped through the cracks. If so, we are humans after all and we are sorry!

    Please email us at hello@rexheadwear.com.au with your order details within 14 days of receiving your hat, and we will give you information on how to return the hat. Once the hat is checked by us, we will ship you out a brand new hat immediately.


    4. I RECEIVED MY REX HAT BUT IT'S THE WRONG ONE, WHAT DO I DO?

    Whilst we endeavour to ship all our customers the correct product, sometimes human error can happen. Please email us at hello@rexheadwear.com.au with your order details within 14 days of receiving your hat, and we will give you information on how to return the hat. We will then send you out the correct hat pronto!


    5. CAN I GET A REFUND OR EXCHANGE MY REX HAT THAT I BOUGHT ON SALE?

    Only full priced items may be refunded (if eligible) or exchanged. Unfortunately sale items cannot be refunded or exchanged for another hat.


    6. MY REX HAT DOESN'T FIT, WHAT DO I DO?

    Not to worry! Whilst we encourage every customer to measure their head circumference first to determine which size hat to buy, we are more than happy to exchange your hat to a smaller or larger size for you.

    Please email us at hello@rexheadwear.com.au within 14 days of receiving your hat and provide us with your order details. The hat needs to be returned to us in its original unused condition and preferably in its original packaging to protect the hat. You will be responsible for paying for your own shipping costs for returning your hat. Shipping costs are non-refundable.

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Once inspected and approved, we will send you out the correct size hat pronto!

    If you are shipping items back to us, you should consider using a trackable shipping option. We are not responsible for the item you are returning back to us and cannot guarantee that we will receive your returned item.


    7. I HAVEN'T RECEIVED MY REFUND YET, WHERE IS IT?

    If you are eligible for a refund it can take up to 5 business days from the time we notify you, please check your bank account after 5 business days.

    If the refund is still not there, contact your bank. There is often some processing time before a refund is officially posted.

    If you’ve done all of this and you still have not received your refund yet, please contact us at hello@rexheadwear.com.au and we will look into it for you.