Return & Refund Policy
1. Return Window
This Return & Refund Policy applies to orders placed through nuestrat.com. We sell hats and related accessories, and we aim to provide a clear and fair return process. Customers may request a return within 30 days after receiving the goods. The return window is calculated from the confirmed delivery date shown by the carrier tracking record. Return requests submitted after 30 days may not be accepted unless required by applicable law.
2. Return Eligibility
To be eligible for return, hats must be unused, unworn, unwashed, clean, odor-free, and in resalable condition. All original tags, labels, packaging, dust bags, inserts, protective materials, and included accessories must be returned together. Hats that show signs of wear, makeup stains, sweat marks, perfume, deodorant, hair products, deformation, damage, washing, alteration, or missing packaging may be refused or may receive a reduced refund where permitted by law.
3. Non-Returnable Items
Certain items may not be eligible for return, including final sale items, clearance items, customized or personalized hats, gift cards, items marked as non-returnable on the product page, and any product that cannot be resold due to hygiene, damage, missing parts, or improper handling after delivery. If a product page states a different return condition, the product page rule will apply to that item unless prohibited by applicable law.
4. How to Request a Return
Before sending any item back, please contact us through support@nuestrat.com to request return authorization. Please include your order number, the item you want to return, the reason for return, and clear photos of the product and packaging when applicable. We will review your request and provide return instructions if the return is approved. Unauthorized returns, returns sent to the wrong address, or returns sent without prior approval may be refused or may not be processed.
5. Return Shipping Costs
If the return is caused by customer preference, wrong size selection, color preference, change of mind, incorrect address provided by the customer, or any reason not caused by our error, the customer is responsible for return shipping costs. Original shipping fees are generally non-refundable unless required by law. If the return is due to our error, such as a wrong item, verified defect, or product damaged before delivery, we may provide a suitable solution, which may include a replacement, refund, prepaid return label, or reimbursement of reasonable return shipping costs after review.
6. Damaged, Defective, or Incorrect Items
Please inspect your order immediately after delivery. If you receive a damaged, defective, incorrect, or incomplete item, please contact us through support@nuestrat.com within 48 hours after receipt. Please provide your order number, clear photos of the item, photos of the outer packaging, photos of the shipping label, and a brief description of the issue. This information helps us verify the problem, support any carrier claim, and provide documentation that may be required for payment review, Stripe dispute response, PayPal dispute review, or fraud-prevention investigation.
7. Refund Review and Processing
After we receive your returned item, we will inspect it to confirm whether it meets the return conditions. If the return is approved, the refund will be issued to the original payment method used at checkout. Approved refunds are typically processed within 7 business days after inspection and approval. After we submit the refund, the time it takes for the funds to appear in your account may vary depending on your bank, card issuer, Stripe, PayPal, or other payment provider.
8. Payment Disputes and Contact Information
If you have a concern about your order, payment, delivery, return, or refund, please contact us through support@nuestrat.com before opening a payment dispute whenever possible. We are happy to review the issue and provide order records, tracking information, delivery confirmation, return instructions, inspection results, refund records, and related communication history where needed. For support, you may contact us by email at support@nuestrat.com, by phone at +1(314)284-5284, or by mail at 11960 Westline Industrial Dr, Ste 253, Saint Louis, MO 63146, US.