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Refund policy

Returns & Refund Policy | Credible Hats

Authentic Everything

At Credible Hats, we are committed to delivering authentic, officially licensed motorsport merchandise worldwide. If your order isn’t right, our returns and refunds process is designed to be clear, fair, and efficient.

30-Day Return Policy

We offer a 30-day return period from the date your order is delivered.

You have 30 days after receiving your item to request a return.

Return Eligibility Conditions

To qualify for a return, items must:

  • Be unworn, unused, and in original condition
  • Have all original tags attached
  • Be returned in original packaging
  • Include proof of purchase (order number or receipt)

Items that do not meet these conditions may be declined.

How to Request a Return

To initiate a return request:

📧 info@crediblehats.com (Returns & support)
📧 sales@crediblehats.com (Order assistance & product inquiries)

Please include:

  • Order number
  • Item(s) you wish to return
  • Reason for return
  • Photos (if item is damaged/incorrect)

Return Address

Credible Hats
Yala Towers, Room 112
Koinange Street
00100 Nairobi, Kenya

⚠️ Returns sent without prior approval will not be accepted.

Return Shipping Policy

Kenya Orders

  • Customers are responsible for returning items to our Nairobi location
  • Delivery fees are non-refundable

International Orders (DHL Express)

  • Orders are shipped via DHL Express Worldwide
  • Customers are responsible for return shipping costs unless the item is defective or incorrect
  • Shipping fees are non-refundable

Important:
Any customs duties, taxes, or import charges during returns are the customer’s responsibility.

Damaged, Defective, or Incorrect Items

Inspect your order immediately upon delivery.

If your order is:

  • Damaged
  • Defective
  • Incorrect

Contact us within 48 hours at info@crediblehats.com with clear photos or video.

Once verified, we will:

  • Replace the item, or
  • Issue a full refund (including shipping where applicable)

Exchanges Policy

We do not process direct exchanges.

To get a different item:

  1. Request a return
  2. Place a new order

This ensures faster processing and stock availability.

Non-Returnable Items

The following items cannot be returned:

  • Sale or discounted items
  • Gift cards or vouchers
  • Custom or special-order items
  • Worn, used, or altered products

Cooling-Off Periods

Kenya (Local Orders)

Customers may cancel or return orders within 7 days of delivery, provided items remain unused and in original condition.

European Union Orders

Customers in the EU have a 14-day cooling-off period, allowing returns without justification, in line with consumer protection laws.

Refund Policy

Once your return is received and inspected:

  • You will be notified of approval or rejection
  • Approved refunds are issued to the original payment method within 5–10 business days

📧 accounts@crediblehats.com (Refunds & payment queries)

Please note:

  • Processing times may vary depending on your bank or payment provider
  • If 15 business days have passed after approval, contact us at accounts@crediblehats.com

Order Cancellation Policy

  • Orders can only be cancelled before dispatch
  • Once shipped (especially via DHL Express), cancellation is not possible

Authenticity Guarantee

Credible Hats specializes in authentic, officially licensed products from leading motorsport brands.

All returns are inspected. We do not accept:

  • Counterfeit items
  • Swapped goods
  • Used merchandise presented as new

Such returns will be rejected.

Contact Information

📍 Nairobi CBD Store – Yala Towers

Credible Hats
Authentic Everything