Customer Care

Returns and refunds

A clear policy designed to protect the client, the product, and the service standard.

Return window

  • Returns may be requested within 14 days from delivery.
  • Items must be unused, intact, and returned with original packaging.
  • Proof of purchase and prior communication with Customer Care are required to process the return.

Refunds

  • Once the return is received and checked, the customer is informed of the outcome.
  • If approved, the refund is issued to the original payment method.
  • Shipping costs and additional services are not refundable unless required by law or caused by a PanamaHatters error.

Exclusions

  • Items showing signs of use are not eligible for a full refund.
  • Personalized, promotional, or discounted items may be excluded where permitted by applicable law.
  • Customer Care reviews each request carefully to preserve both client protection and product integrity.

Exchanges, gifts, and late refunds

  • Exchanges are reviewed especially in case of defective, damaged, or incorrectly sized items, after prior Customer Care communication.
  • For gift orders, the team may review credit, exchange, or a dedicated solution according to item condition and proof of purchase.
  • If an approved refund is not visible yet, check bank and card-provider timing before contacting the team with order number and return proof.

Digital withdrawal

To exercise your right of withdrawal online, use the dedicated function. You will receive an email receipt with date, time, and statement content.

Online right of withdrawal