Refund policy

Refund policy

At Harrington & Co. Hatters, we understand that sometimes things don’t work out. While we aim to make returns as smooth as possible, our policy is shaped by our values: sustainability, transparency, and fairness. As a small independent brand, we are only able to offer free returns in a few cases, but we always do our best to work with you toward a fair outcome.

Return Window

You may request a return or exchange within 30 days of delivery.
Please note: all returned items are donated to a local charity, helping us reduce waste and give back to the community.

Return Conditions

To be eligible for a return, your order must meet one of the following conditions:

  1. Size Doesn't Fit – If the item fits our size chart but doesn’t fit you, we offer exchanges only (shipping fee applies). Full refunds are not issued for incorrect size selection. Please consult the sizing chart carefully.

  2. Item Arrived Damaged – If your item arrives damaged, we can offer a full refund once we receive and verify photographic evidence.

  3. Item Does Not Match Size Chart – If the item measurements differ from our listed size chart, a refund or exchange will be offered (photo proof required).

Sizing Issue Verification

All size-related return requests must be supported with photographic evidence.
Please include clear photos of the item laid flat on a surface, with a measuring tape visibly aligned across key dimensions (e.g. chest, length, waist). This ensures we can verify the issue accurately before proceeding with an exchange or refund.

Return Requirements

For your return to be accepted, all of the following must apply:

  • Product is unused and in original condition – Must include all packaging and components.

  • Hygiene products must be cleaned – Any item relating to personal use must be cleaned before return.

  • Customer covers return shipping – All return shipping and any unforeseen customs clearance fees are the customer's responsibility.

  • Return form & photo evidence required – You must complete the return form we provide and include a printed copy in your package, along with a photo showing the package handed over at the post office.

We reserve the right to refuse returns if items appear used, worn, or damaged through no fault of our own.

Chargebacks & Payment Disputes

If you open a chargeback with your bank, please note:

  • Products must still be returned
     If your bank sides with you, you are still required to return the product at your own cost. Failure to do so may be considered unjust enrichment — keeping both the product and the refund — and may result in legal recovery action.

  • We cannot refund while a chargeback is open
     Our payment processor blocks refunds when a dispute is active. If you'd prefer to settle directly with us, please ask your bank to cancel the chargeback first.

We’re always happy to resolve issues directly. If you're unsatisfied, please reach out before filing a chargeback.

Important Notes

  • All returns must be shipped to our central warehouse in Asia (address provided upon approval).

  • We do not offer refunds for delivery delays due to customs or external transit issues.

How to Start a Return

If your order meets the above criteria:

  1. Email us at support@winstonandwilfred.com

  2. Include the following in your email:

    • Order number

    • Reason for return

    • Photo evidence (if applicable)

    • Full name

Do not send the return to the sender address. We will provide the correct return address once your request is approved.

The consumer has a right of withdrawal in accordance with the following provision if the consumer is a natural person who enters into a legal transaction for purposes that are not predominantly related to his or her commercial or professional activity: 

A. CANCELLATION CONDITIONS 

Right of cancellation 

The cancellation period is 30 days from the day on which you or a third party named by you who is not the carrier has received or accepted the last goods. 

As we work with a fully automated system, orders are executed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible upon receipt of the goods. 

To exercise your right of withdrawal, you must inform us (Harrington & Co. Hatters) by means of a clear declaration (e.g. by e-mail) of your decision to withdraw from this contract. The revocation is completed when we have received the goods. The cost of returning the goods shall be borne by the buyer. 

Record for shipments in transit 

As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. Of course, you can inform us in advance about your cancellation. 

In order to guarantee you the fastest possible return, we ask you to send us a shipping confirmation. 

Consequences of withdrawal 

If you withdraw from this contract, we must refund all payments we have received from you, with the exception of delivery costs (with the exception of additional costs resulting from the fact that you have chosen a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within fourteen days of the day on which we receive notification of your withdrawal from this contract and receipt of the goods. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged for this repayment. 

** ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.