PLEASE BE ADVISED THAT BY ORDERING A HAT YOU
HAVE AGREED TO ALL OF THE PROVISIONS BELOW:
Our CUSTOM HAT ORDERS means exactly that, a truly customized hat that was
built for you. We have no use for the hat once it has been built and tailored
for our customer. Our felt supplier do not accept returns once it has been
sewn upon, therefore we can not return your felt once it has been made for
you. Instead of returning your hat for a refund we promise customer
satisfaction by agreeing to rework your hat until it meets your expectation.
In essence, at the time of placing an order you understand and agree that the
hat is not refundable. Depending on the nature of complaint we will rework the
hat until the customer is satisfied. Read below.
We expect our customer to be as honest as possible about their hat just as
we know our customers expect the same from us. To help and prevent this
guarantee satisfaction policy from being exploited by our customers we expect
our customer to cooperate in discussing handling and shipping costs for hat
to be returned to us for repair or rework. In the event there is an evidence
of defective material or craftsmanship then we will fully reimburse you for
shipping and handling costs. However if it appears that your hat is not
defective and yet you still wanted the hat to be reworked then you will agree
to cover the handling and shipping costs.
To assist us in making a decision on who might be responsible for handling
and shipping costs, we expect our customer to provide us with written
description and several photographs of any specific defective material
or craftsmanship for our review. We are fully aware that our customers may
not be aware of how hats were built the traditional (old) way therefore they
may not understand what to expect from a hand creased and hand sewn hats
and may unfairly compare our custom hats with machine manufactured hats.
Simply put, we can never match the machine made hats just as machine made
hats can never match our hand made hats. The two are completely different.
IMPORTANT NOTICE TO CUSTOM HAT CUSTOMERS:
Please be advised that because of the unique nature of creating custom hats
including, but not limited to special custom sizing of a hat, purchasing of
special materials, custom pattern cutting which renders material unique to
the specific hat, creation of special blocks, other custom orders including,
but not limited to special accessories and/or any other custom crafted
materials, and any and all other items that Montana Rio, Inc. can not cancel
an order once it has been processed. Our "no refund" policy shall be in effect
for all items and descriptions as stated in this agreement. By ordering a hat
you agree to accept all the provisions set forth in this service agreement.
And by placing an ordering you understand and agree that you have entered
into a legal and biding agreement. Montana Rio, Inc. therefore has the rights,
where applicable to utilize any and all legal recourse if said customer shall
attempt to default on their legal and biding obligations.
The customer has an obligation to let us know if he/she need some more time
to pay the remaining 50% balance. We are always more than glad to wait until
you're able to pay the remaining balance however we can not and will not
hold onto your custom hat indefinitely if you do not let us know. Usually we
would send you notices several times within 30 days however if you do not
respond and we do not hear back from you we will then proceed and list your
hat on a public or private bidding site to make up for the losses we may have
incurred as well as loss of time and business. The initial deposit 50% that
the customer made will be forfeited.
We have a policy of notifying our customer on when the hat has been shipped.
We will also provide our customers with "Delivery Confirmation Number" so
that all shipments are traceable. All of our packages are always insured.
We are not responsible for delays caused by shipping companies.
CANCELLING AN ORDER:
As stated in this disclaimer, our customer understands and agrees that
orders can not be cancelled or refunded. However an order can be cancelled
within 24 hours if 1) The materials has not been ordered. 2) We have not
started working on the order. Returns and refund fees shall be the
decision and be held solely by Montana Rio, Inc.
1) Please notify us within twenty four hours after you receive your hat
if you notice a problem. Otherwise we will not do a refund. We can not
monitor how our customers handle or treat their hats once it is in their
possession. We are not responsible for abuses that might occur including
natural tear and wear factors.
2) When a custom hat is shipped back to us for rework the hat must be in
original condition and packaging. Otherwise we may not refund or we may
apply additional charges.
3) We build two types of custom hats. One is based on custom fit. The other
is standard size. There are risk factors involved in both these options.
If we are unable to measure you in person, a custom fit involves the
shipping back and forth of a custom measuring kit. Errors on the customer's
behalf in completing the custom measurement kit can and do happen on
occasion, resulting in an incorrect fit. With the standard size, you run
the risk of the hat being an incorrect size or fit. We expect our customers
to provide us with as accurate size as possible. We do strive to make sure
your hat fits you as well as possible. If necessary, we will strive to
correct the hat size. However, the cost of shipping and handling has to
be reimbursed by the customer.
4) When a customer has given us wrong information, such as hat size or
description or the customer is disputing the order and does not want the
item, does not want it to be repaired, replaced, or exchanged for another
item, but rather only a refund; We will gladly do a refund after we have
deducted the cost of A) The felt. B) Raw materials used on
the hat. C) Any special work requests. D) 20% Restocking Fee
E) 10% reprocessing fee. F) Handling and shipping costs.
It is solely the discretion of Montana Rio, Inc. to decide what would be final.
DAMAGE From SHIPPING:
Montana Rio, Inc. makes every effort to insure the safe shipping for all of our
hats. However once our merchandise has been shipped it is in the hands of
shipping companies. Therefore the condition of our hats upon arrival is beyond
our control. Fortunately all out hats are insured so if there is any problem with
a damaged hat, let us know and we will collect the damages from the shipping
company. We will either replace or repair the hat at no cost to you. That is
if the hat does not constitute as defective merchandise. The customer
understands their responsibility to ship us the damaged hat for repair or to
be replaced. We can not proceed with a new order without having the
damaged hat for our inspection.
RETURNING A HAT:
To return a hat, please email us at firstname.lastname@example.org first to arrange for
appropriate shipping address. Be sure to include your full name, telephone
number and shipping address. Wrap the package carefully. All returned
products must be in original condition and packaging; otherwise, additional
charges may be applied. Unless the return or exchange is due to an error on
our part we cannot refund shipping and handling. And we cannot pay for your
return shipping charges.
Customer understands and agrees to all the terms and conditions herein.
If the customer should file a chargeback with their bank, or demand a refund,
Montana Rio, Inc. shall constitute that as a false and/or fraudulent claim
and may retain the services of an attorney and/or appropriate service to
rectify this matter. Customer shall be responsible for all fees including,
but not limited to attorney retained by Montana Rio, Inc.