Refund policy

🧢 Exchange & Refund Policy

Last updated: 09/11/2025

Store name: Low-Key Headwear

We want you to love your new cap! If you change your mind or something isn’t quite right, we’re here to help. This policy explains your rights and how to return or exchange your order.

✅ Your Right to Cancel (UK Online Orders)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your online order for any reason within 14 days of receiving it.

  • Let us know within 14 days that you’d like to cancel.
  • Then, return the item within another 14 days.
  • We’ll refund you the full purchase price, including standard delivery costs.
  • You’re responsible for the cost of sending the item back (unless it’s faulty or incorrect).

🧾 Returns Conditions

To qualify for a return, your item must be:

  • Unused and unworn
  • In its original packaging
  • With all tags and labels still attached
  • Accompanied by proof of purchase (e.g., order number or receipt)

❌ Items We Can’t Accept

  • Custom or personalised caps (such as embroidered designs or initials)
  • Gift cards
  • Sale or clearance items (optional — decide if you’ll allow these)

🔁 Exchanges

Need a different size, colour, or style? No problem!

  • Contact us first to confirm availability.
  • Return the original item to us (you’ll cover return postage).
  • We’ll send out the replacement — free of charge (optional).

All exchange items must meet the same return conditions as above.

⚠️ Faulty or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact us within 7 days of receiving it.

We’ll arrange:

  • A replacement at no cost to you, or
  • A full refund, including any postage fees

Please send a photo of the issue along with your order number so we can sort it quickly.

💷 Refunds

  • Once we receive and check your returned item, we’ll email you to confirm approval.
  • Refunds are issued to your original payment method within 5–10 business days.
  • Delivery upgrades (like next-day shipping) aren’t refundable unless we made an error.
  • If you return only part of an order, shipping costs will not be refunded.

📦 How to Start a Return or Exchange

Please email us at lowkeyheadwear@gmail.com with:

  • Your order number
  • Reason for the return or exchange
  • Any relevant photos (if applicable)

We’ll reply with our return address and clear instructions.

📞 Contact Us

If you have any questions, we’re happy to help:

📧 lowkeyheadwear@gmail.com
🏢 Low-Key Headwear