Refund policy

Last updated: 28 May 2026

This Return and Refund Policy explains how returns, cancellations, refunds, damaged products and other order-related issues are handled for purchases made from Lakato Commerce through lakatocommerce.com.

The Lakato Commerce online store is operated by LAKATO COMMERCE LTD, registered in England and Wales under company number 17248065.

1. Contact Details

Store name: Lakato Commerce
Legal entity: LAKATO COMMERCE LTD
Company number: 17248065
Registered office: 71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ
Email: sales@lakatocommerce.com
Website: https://lakatocommerce.com

Our registered office is not necessarily our returns processing address. Customers must not send products to the registered office unless Lakato Commerce has specifically confirmed this address for the return in writing.

2. Scope of This Policy

This policy applies to headwear purchased directly from Lakato Commerce through our website.

Our product range may include:

  • Wide-brim hats;
  • Bucket hats;
  • Baseball caps;
  • Cowboy hats;
  • Military-style caps;
  • Fashion hats;
  • Seasonal headwear;
  • Other hats, caps and headwear accessories displayed on our website.

This policy does not apply to products purchased from third-party retailers, marketplaces or other sellers. Products purchased through another seller must be returned in accordance with that seller's return policy.

3. Right to Cancel an Online Order

Customers purchasing products online generally have the right to cancel their order within 14 days without providing a reason.

The cancellation period begins on the day after the customer, or a person nominated by the customer other than the delivery carrier, receives the product.

If an order contains several products that are delivered separately, the cancellation period begins on the day after the final product from the order is received.

To exercise the right to cancel, the customer must contact Lakato Commerce within the applicable cancellation period by emailing sales@lakatocommerce.com.

The cancellation request should include:

  • The customer's full name;
  • The order number;
  • The email address used to place the order;
  • The name of the product being returned;
  • The date on which the order was received;
  • A clear statement confirming the decision to cancel the purchase.

The customer is not required to provide a reason for cancelling the order. However, customers may voluntarily provide feedback to help Lakato Commerce improve its products and services.

4. Return Period

After notifying Lakato Commerce of the decision to cancel, the customer must return the product without unnecessary delay and no later than 14 days after the date on which the cancellation notice was sent.

A product will normally be considered returned within the required period if it is handed to the postal service or courier before the 14-day return period expires.

Customers should retain proof of postage and tracking information until the return and refund have been fully completed.

5. Return Authorisation

Customers must contact Lakato Commerce before sending any product back.

After reviewing the return request, we will provide:

  • The applicable return instructions;
  • The correct return address;
  • Any reference information that should be included with the parcel;
  • Relevant packing guidance for the returned headwear.

Products must not be sent to the registered office unless Lakato Commerce has expressly confirmed in writing that the registered office is the correct return address.

Returns sent without prior contact, to an incorrect address or without sufficient order information may be delayed, refused by the receiving location or returned to the sender.

6. Condition of Returned Headwear

Customers may inspect and briefly try on a hat or cap in the same way that they reasonably would in a physical retail shop.

Customers are responsible for taking reasonable care of the product while it is in their possession.

Returned products should, where reasonably possible:

  • Be unworn, except for a brief indoor fitting;
  • Be clean and free from visible signs of use;
  • Be free from makeup, foundation, hair products, perfume and cosmetics;
  • Be free from smoke, sweat, food and other odours;
  • Be free from dirt, dust, hair and stains;
  • Include all original labels, tags, bands and accessories;
  • Include the original product packaging where available;
  • Retain the original crown, brim, shape and structure;
  • Not have been washed, steamed, ironed, stretched or reshaped;
  • Not have been altered, repaired, cut or customised;
  • Not have been worn outdoors or for an event, ceremony or photoshoot;
  • Not show damage caused by unsuitable storage or incorrect repacking.

Removing a product from its delivery packaging or briefly trying it on does not automatically remove the customer's cancellation rights.

However, customers may be responsible for any reduction in value caused by handling the product beyond what is reasonably necessary to inspect its nature, characteristics and fit.

7. Packing Returned Hats and Caps

Headwear must be packed carefully to prevent damage during return transportation.

Structured hats, wide-brim hats and products with decorative elements should be returned in a suitably sized protective box.

Customers should not:

  • Fold or crush a structured hat;
  • Force a hat into packaging that is too small;
  • Place heavy products on top of the returned headwear;
  • Use packaging that does not protect the crown and brim;
  • Attach adhesive tape or shipping labels directly to the product packaging where this may cause damage.

Where available, customers should place the product in its original internal packaging and then place it inside a secure outer shipping box.

8. Diminished Value

Lakato Commerce may reduce the refund amount where permitted by law if the value of a returned product has been reduced as a result of unnecessary or excessive handling by the customer.

Examples of handling that may reduce the value of headwear include:

  • Wearing the product for an extended period;
  • Wearing the product outdoors;
  • Wearing the product to an event, ceremony or photoshoot;
  • Applying perfume, cosmetics or hair products while wearing the product;
  • Removing or damaging product labels;
  • Stretching, steaming, washing or reshaping the product;
  • Returning the product with stains, odours, hair or dirt;
  • Returning the product with missing parts or accessories;
  • Damaging the product by using unsuitable return packaging;
  • Crushing, folding or permanently changing the shape of the brim or crown.

Any reduction will be based on the actual reduction in the product's value and will not be applied automatically.

9. Return Shipping Costs

For a return made because the customer changed their mind, the customer is normally responsible for the direct cost of returning the product.

Lakato Commerce will normally cover or reimburse reasonable return shipping costs where:

  • The product is faulty;
  • The product arrived damaged;
  • The wrong product was delivered;
  • The product is materially different from its website description;
  • Applicable consumer law requires Lakato Commerce to cover the return cost.

Customers must not arrange an expensive or premium return service at the expense of Lakato Commerce without receiving prior written approval.

Where Lakato Commerce provides a prepaid return label, the customer should use that label in accordance with the supplied instructions.

10. Original Delivery Charges

Where required by applicable law, Lakato Commerce will refund the original standard delivery charge paid by the customer.

If the customer selected an express, priority or premium delivery service, Lakato Commerce will normally refund only the cost of the least expensive standard delivery option available for the order.

The additional amount paid for express or premium delivery will not normally be refundable unless the delivery service was not provided as agreed or applicable law requires otherwise.

11. Recommended Return Shipping Method

Customers are strongly advised to use a tracked postal or courier service when returning a product.

For higher-value products, customers should also consider using an insured delivery service.

Customers should retain:

  • Proof of postage;
  • The tracking number;
  • The postal or courier receipt;
  • Photographs of the product before packing;
  • Photographs showing the condition of the product;
  • Photographs showing how the product was packed;
  • A copy of any return instructions provided by Lakato Commerce.

Where the customer independently selects and arranges the return carrier, the customer remains responsible for the parcel until it reaches the return address supplied by Lakato Commerce.

12. Faulty Products

Customers should inspect their order as soon as reasonably possible after delivery.

If a product appears faulty, the customer should contact Lakato Commerce promptly at sales@lakatocommerce.com.

The customer should provide:

  • The order number;
  • The full name used for the order;
  • A description of the fault;
  • Clear photographs of the complete product;
  • Close-up photographs of the affected area;
  • Photographs of any product labels;
  • Any other information reasonably required to investigate the issue.

Customers should not attempt to repair, wash, steam, glue, stitch, reshape or otherwise alter an allegedly faulty product before contacting Lakato Commerce.

Depending on the circumstances and applicable consumer rights, an appropriate remedy may include:

  • A replacement;
  • A repair, where appropriate;
  • A full refund;
  • A partial refund;
  • Reimbursement of reasonable return shipping costs;
  • Another remedy agreed between the customer and Lakato Commerce.

13. Products Damaged During Delivery

If a product arrives damaged, the customer should contact Lakato Commerce as soon as reasonably possible.

The customer should provide:

  • The order number;
  • Photographs of the damaged product;
  • Photographs of the outer parcel;
  • Photographs of the internal packaging;
  • Photographs of the shipping label;
  • A description of the damage.

Customers should keep the product and all packaging materials until Lakato Commerce has reviewed the issue and provided further instructions.

Customers should not discard, repair or return the damaged product without first contacting us.

14. Incorrect Products

If a customer receives the wrong product, style, colour or size compared with the order confirmation, the customer should contact Lakato Commerce promptly.

The customer should provide:

  • The order number;
  • A description of the product ordered;
  • A description of the product received;
  • Photographs of the received product;
  • Photographs of the product label and packaging.

Where Lakato Commerce confirms that the incorrect product was sent, we will provide appropriate return instructions and arrange a replacement or refund, depending on product availability and the customer's legal rights.

15. Missing Products

If an order contains multiple products and one or more products are missing, the customer should contact Lakato Commerce promptly.

The customer should provide:

  • The order number;
  • A list of the products received;
  • A list of the products believed to be missing;
  • Photographs of the parcel and all received contents;
  • Photographs of the shipping label and packaging.

Lakato Commerce may review warehouse, fulfilment, package weight and carrier records before confirming the appropriate resolution.

16. Damage Caused After Delivery

Lakato Commerce is not responsible for damage caused after delivery by misuse, accidents, incorrect care, unsuitable storage, normal wear and tear or unauthorised alterations.

Examples include:

  • Crushing or folding a structured hat;
  • Stretching the headband or crown;
  • Cutting or altering the product;
  • Exposure to rain, excessive moisture or liquids;
  • Exposure to strong heat or direct sunlight;
  • Using a washing machine, dryer, iron or steamer where unsuitable;
  • Using unsuitable cleaning chemicals;
  • Damage caused by luggage, vehicles, pets or unsuitable storage;
  • Discolouration caused by cosmetics, hair products or perfume;
  • Natural wear resulting from ordinary use.

Nothing in this section limits the customer's legal rights where the product was faulty, not of satisfactory quality, not fit for its normal purpose or not as described when supplied.

17. Product Colours and Screen Display

Lakato Commerce makes reasonable efforts to display product colours, materials, textures and details accurately.

However, the colour displayed on a customer's screen may vary depending on:

  • The device being used;
  • Screen brightness;
  • Display settings;
  • Lighting conditions;
  • Photography conditions.

A minor difference between the screen display and the physical product will not automatically be considered a fault.

This does not apply where the product received is materially different from the description or images displayed on the website.

18. Natural Material Variations

Some headwear may be made from straw, paper straw, cotton, wool blends, woven fibres or other natural and textile materials.

These materials may contain minor natural variations in:

  • Colour;
  • Texture;
  • Weave;
  • Fibre thickness;
  • Surface appearance;
  • Shape and finish.

Minor variations that are normal for the material and do not materially affect the quality or intended use of the product will not necessarily be treated as defects.

19. Size and Fit

Customers are responsible for reviewing the product description, available measurements and sizing information before placing an order.

The fit of a hat or cap may vary depending on:

  • The customer's head measurement;
  • The shape of the customer's head;
  • The material of the product;
  • The construction of the crown;
  • The presence of adjustable straps, bands or fastenings.

If a product does not fit as expected, the customer may request a return in accordance with this policy.

A product will not automatically be considered faulty solely because the fit is not suitable for a particular customer, provided that the product corresponds with the measurements and description shown on the website.

Customers should not stretch, steam, cut or alter a product before requesting a return.

20. Personalised and Custom Products

Products made to the customer's specifications, personalised, monogrammed, altered or otherwise customised may not be eligible for cancellation or return solely because the customer changed their mind, where an applicable legal exception applies.

Where a product is personalised or custom-made, this will normally be stated on the relevant product page or during the ordering process.

This restriction does not affect the customer's rights where the personalised or custom product is:

  • Faulty;
  • Damaged;
  • Incorrect;
  • Not as described;
  • Not made in accordance with the agreed specifications.

21. Sale and Promotional Products

Products purchased during a sale, with a promotional code or at a discounted price may normally be returned under the same applicable statutory conditions as full-price products.

A product does not lose the customer's legal rights merely because it was purchased at a reduced price.

Any refund will be based on the amount actually paid by the customer after discounts, promotional codes, credits or other reductions were applied.

22. Gift Cards and Store Credit

Gift cards, promotional credit and store credit are not normally redeemable for cash except where required by law.

If an order was paid wholly or partly using a gift card or store credit, any approved refund may be returned to the original gift card or store credit balance.

The remaining amount, if any, will normally be returned to the other original payment method used for the order.

23. Exchanges

Lakato Commerce does not guarantee direct exchanges.

If a customer would like a different size, colour or style, the customer should contact us before returning the original product.

Depending on stock availability, Lakato Commerce may:

  • Arrange an exchange;
  • Ask the customer to return the original product for a refund;
  • Ask the customer to place a new order;
  • Offer another suitable solution.

A replacement product is not reserved until Lakato Commerce confirms the exchange in writing.

If the requested replacement is unavailable, a refund may be issued instead.

24. Order Changes Before Dispatch

Customers wishing to change an order should contact Lakato Commerce as soon as possible at sales@lakatocommerce.com.

Requested changes may include:

  • Changing the delivery address;
  • Changing the product size;
  • Changing the product colour;
  • Removing a product;
  • Cancelling the entire order.

Lakato Commerce will make reasonable efforts to assist, but changes cannot be guaranteed once an order has entered processing, packing or dispatch.

If the order has already been dispatched, the customer may need to receive the parcel and follow the standard return procedure.

25. Cancelling an Order Before Dispatch

Customers should contact Lakato Commerce immediately if they wish to cancel an order before dispatch.

Where the order has not yet been processed or dispatched, Lakato Commerce will normally cancel the order and issue a refund to the original payment method.

Where the order has already been dispatched, the customer may need to return the product after delivery.

Refusing delivery does not always constitute a valid cancellation and may cause delays or additional carrier charges. Customers should contact Lakato Commerce before refusing a parcel.

26. Undeliverable or Unclaimed Parcels

Customers are responsible for providing a complete and accurate delivery address.

Customers are also responsible for monitoring any tracking information and collecting the parcel where collection is required.

A parcel may be returned to Lakato Commerce because:

  • The delivery address was incorrect or incomplete;
  • The recipient was unavailable;
  • The parcel was not collected;
  • Delivery was repeatedly unsuccessful;
  • The customer refused delivery;
  • Applicable customs or import charges were not paid.

If a parcel is returned to us, Lakato Commerce will contact the customer after the parcel has been received and inspected.

Where permitted by law, reasonable delivery, return or re-dispatch costs may be deducted from the refund or charged before the parcel is sent again.

No such deduction will be made where the failed delivery was caused by an error by Lakato Commerce or a delivery carrier acting on our behalf.

27. Refund Amount

An approved refund may include:

  • The price paid for the returned product;
  • Applicable taxes paid on the returned product;
  • The original standard delivery charge where required by law;
  • Reasonable return shipping costs where the product was faulty, damaged, incorrect or not as described and those costs were approved.

An approved refund may exclude:

  • Express or premium delivery charges above the standard delivery cost;
  • Return shipping costs for a change-of-mind return;
  • Customs duties or fees collected by third parties;
  • Any lawful reduction for diminished value;
  • The value of products that were not returned;
  • The value of missing accessories or bundle components;
  • Unauthorised or unreasonable return shipping costs.

28. Refund Processing Time

Lakato Commerce will issue an approved refund without unnecessary delay and normally no later than 14 days after:

  • We receive the returned product; or
  • The customer provides reliable evidence that the product has been sent back, where applicable.

Lakato Commerce may withhold the refund until the returned product has been received or the customer has supplied adequate evidence of return.

For an order cancelled before dispatch, the refund will normally be initiated after the cancellation has been confirmed.

29. Original Payment Method

Refunds will normally be issued to the original payment method used for the order.

Lakato Commerce is not normally able to issue a refund to:

  • A different payment card;
  • A different bank account;
  • A different person;
  • An unrelated payment method.

After Lakato Commerce issues the refund, the customer's bank, card provider or payment service may require additional time to display the funds.

This additional processing time is controlled by the payment provider and is outside the direct control of Lakato Commerce.

30. Partial Returns

If a customer returns only part of an order, the approved refund will normally apply only to the returned product or products.

The original delivery charge may not be refundable where the customer retains other products from the same order, except where applicable law requires otherwise.

Where a discount depended on the purchase of multiple products or a minimum order value, the discount may be recalculated if the return means that the remaining order no longer qualifies for the original promotion.

Any recalculation will be made only where permitted by law and where the promotional conditions were clearly disclosed at the time of purchase.

31. Bundles and Sets

Where products are sold as a bundle or set, all components should normally be returned together.

This may include:

  • The hat or cap;
  • Detachable bands;
  • Decorative accessories;
  • Straps or fastenings;
  • Protective bags;
  • Other components included as part of the set.

If part of a bundle is missing, used or damaged, the refund may be adjusted to reflect the value of the retained, missing or damaged component where permitted by law.

32. Gifts

Refunds are normally issued to the original payment method used by the purchaser.

If the product was received as a gift, the recipient should contact Lakato Commerce and provide the available order information.

Lakato Commerce may need to verify details with the original purchaser before processing the request.

A cash refund cannot normally be issued directly to a gift recipient who was not the original payer.

33. International Returns

Customers returning products from outside England are responsible for complying with applicable postal, customs and export requirements.

For a change-of-mind return, the customer is normally responsible for international return shipping costs.

Customers should clearly identify the parcel as returned merchandise on customs documentation where appropriate.

Lakato Commerce is not responsible for customs fees, taxes or delays caused by incorrect or incomplete return documentation completed by the sender.

Customs duties, import taxes and handling fees paid directly to customs authorities, couriers or other third parties may not be refundable by Lakato Commerce.

Customers may need to contact the relevant authority or service provider directly regarding those charges.

34. Returns Sent Without Required Information

A return may be delayed if the parcel does not contain enough information to identify the customer or order.

Customers should include a note inside the parcel containing:

  • The customer's full name;
  • The order number;
  • The email address used for the order;
  • The product being returned;
  • The reason for the return, where the customer wishes to provide one.

Lakato Commerce will make reasonable efforts to identify an unlabelled return, but a refund cannot be processed until the product has been matched to a valid order.

35. Products Sent to the Wrong Address

Customers must use only the return address provided by Lakato Commerce for the specific return.

Lakato Commerce is not responsible for delays, losses or additional charges caused by a product being sent:

  • To the registered office without authorisation;
  • To an old return address;
  • To the original shipping location shown on the parcel;
  • To a warehouse or fulfilment centre not authorised for returns;
  • To any other address not confirmed by Lakato Commerce.

This does not limit any responsibility that cannot legally be excluded.

36. Chargebacks and Payment Disputes

Customers are encouraged to contact Lakato Commerce before starting a payment dispute or chargeback so that we have an opportunity to investigate and resolve the issue.

Starting a chargeback does not automatically remove the customer's responsibility to return a product where a return is required.

Lakato Commerce may provide the payment provider with:

  • Order records;
  • Payment information;
  • Delivery confirmation;
  • Tracking information;
  • Customer correspondence;
  • Return information;
  • Relevant website policies.

Nothing in this section limits the customer's legal right to contact their bank, card provider or payment service.

37. Consumer Rights

Nothing in this Return and Refund Policy excludes, restricts or replaces any consumer rights or legal remedies that cannot lawfully be excluded.

Products supplied to consumers must be:

  • Of satisfactory quality;
  • Fit for their normal purpose;
  • As described;
  • Consistent with the information provided before purchase.

Where a product does not meet these requirements, the customer may be entitled to a refund, repair, replacement, price reduction or another legal remedy depending on the circumstances.

The customer's rights regarding faulty or misdescribed products are separate from the right to cancel an online order because the customer changed their mind.

38. Changes to This Policy

Lakato Commerce may update this Return and Refund Policy when necessary to reflect changes to:

  • Our products;
  • Our business operations;
  • Our delivery and fulfilment arrangements;
  • Our payment methods;
  • Our website;
  • Applicable legal requirements.

The policy that normally applies to an order is the version published on the website at the time the order was placed, unless a later change is required by law or provides the customer with more favourable rights.

39. Contact Us

For return requests, cancellation notices, damaged products, refund enquiries or questions regarding this policy, please contact:

Lakato Commerce
Operated by LAKATO COMMERCE LTD
Company number: 17248065
Registered office: 71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ
Email: sales@lakatocommerce.com
Website: https://lakatocommerce.com

Customers should include their order number in all correspondence so that Lakato Commerce can locate the order and respond efficiently.