Return & Refund Policy
01. Return And Refund Overview
This Return & Refund Policy applies to purchases made through ravelcna.com, operated by SMARTLINK INNOTECH LIMITED. We sell hats and related headwear products and aim to provide customers with a clear, fair, and reliable after-sales process. This policy explains the return window, product condition requirements, return steps, return shipping responsibility, refund review, refund timing, damaged or incorrect items, and payment security.
02. Return Window
Customers may request a return within 30 days of receiving the order. The return request must be submitted by contacting us at [email protected] before sending any item back. Returns requested after 30 days of receiving the order may not be accepted unless required by applicable consumer protection laws.
03. Return Eligibility For Hat Products
To be eligible for return, hats must be unused, clean, undamaged, and in resalable condition. Returned hats must be free from sweat marks, makeup stains, perfume, smoke odor, hair products, pet hair, dirt, visible wear, deformation, broken brims, crushed crowns, or improper handling. Product tags, labels, accessories, inserts, and original packaging should be returned whenever applicable.
04. Trying On Hats
Customers may carefully try on a hat indoors to check fit, size, shape, and appearance. However, the hat must not be used outdoors, worn for events, altered, washed, steamed, stretched, reshaped, folded, crushed, or exposed to moisture, fragrance, cosmetics, hair spray, or styling products. Returns may be refused if the hat shows signs of wear, odor, stains, shape damage, or hygiene concerns.
05. Non-Returnable Items
Final sale items, clearance items, customized hats, personalized products, altered items, gift cards, and products clearly marked as non-returnable on the product page may not be eligible for return. Hats that have been heavily worn, soiled, damaged, washed, reshaped, or returned without required product components may also be refused.
06. How To Request A Return
To request a return, please contact us at [email protected] with your order number, the email address used at checkout, the product name, and the reason for return. If the issue involves damage, defect, wrong item, or missing item, please also include clear photos. Our support team will review the request and provide return instructions if the return is approved.
07. Return Address And Packaging
The return address may vary depending on the order location, product type, and logistics arrangement. Customers must use the return address provided by our support team. Please do not send items back without approval. Returned hats should be packed carefully to prevent crushing, bending, deformation, or additional damage during return shipping.
08. Return Shipping Fees
If the return is caused by customer preference, such as wrong size selection, change of mind, color preference, style preference, or no longer needing the item, the customer is responsible for the return shipping cost. If the return is caused by our responsibility, such as wrong item, defective item, or item damaged before delivery, SMARTLINK INNOTECH LIMITED may cover the return shipping cost after the issue is reviewed and approved.
09. Damaged, Defective, Missing, Or Incorrect Items
If your order arrives damaged, defective, missing items, or with an incorrect product, please contact us at [email protected] within 48 hours after delivery. Please include your order number, clear photos of the outer package, shipping label, product, damaged area, and any related details. We will review the issue and may offer a replacement, refund, reshipment, or other suitable solution.
10. Refund Review And Approval
Once we receive the returned item, we will inspect the hat and confirm whether it meets the return conditions stated in this policy. If the return is approved, the refund will be issued to the original payment method used at checkout. Original shipping fees, return shipping fees, customs duties, taxes, or additional service fees are generally non-refundable unless the return is caused by our error or required by applicable law.
11. Refund Timing
Approved refunds are usually processed within 7 business days after the returned item has been received and inspected. The refund will be sent back to the original payment method. Depending on the payment provider, card issuer, bank, or local financial institution, it may take additional time for the refunded amount to appear in the customer’s account.
12. Payment Security And Customer Support
Payments on ravelcna.com may be processed through secure third-party payment providers such as Stripe. SMARTLINK INNOTECH LIMITED does not store customers’ full card numbers, CVV codes, or complete payment credentials. Refunds are handled through the original transaction channel. If you have any questions about returns, refunds, or order issues, please contact us at [email protected] before opening a dispute so our support team can review and resolve the matter properly.