Refund policy
You can start a return here.
Returns
If you are not completely satisfied with your purchase, you may return eligible items within 30 days of placing your order.
Return Reserve – Return Label Protection
Customers who purchase Return Reserve – Return Label Protection at checkout receive a prepaid return shipping label at no additional charge for eligible returns.
Customers who do not purchase Return Reserve are responsible for all return shipping costs. For exchanges, customers who did not purchase Return Reserve are also responsible for shipping costs associated with sending the exchanged merchandise back to them.
Return Reserve covers eligible return shipping costs only. It is not package protection or shipping insurance and does not cover lost, stolen, or damaged shipments.
To be eligible for a return, merchandise must be in the same condition in which you received it: unworn or unused, with tags attached and in its original packaging. You will also need your receipt or proof of purchase.
If returned merchandise is deemed unsuitable for return, Crazy House Western Wear reserves the right to refuse the return.
Custom-Shaped Cowboy Hats
Returns of custom-shaped cowboy hats are subject to a 10% restocking fee, and customers are responsible for return shipping. If you are exchanging a custom-shaped cowboy hat for another hat, the 10% restocking fee will be waived.
To access your orders or start a return, sign in to your Crazy House customer account at account.shopcrazyhouse.com.
Damages and Shipping Issues
Please inspect your order when it arrives. If an item is defective, damaged, or you receive the wrong item, contact us as soon as possible so we can evaluate the issue and make it right.
To report a damaged item or shipping issue, email martin@shopcrazyhouse.com. Please include photos of any damage when applicable.
Return Reserve – Return Label Protection applies to eligible returns and does not provide package protection or shipping insurance.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases.
Please contact us if you have questions or concerns about whether a specific item is eligible for return.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
Customers who purchased Return Reserve – Return Label Protection receive a prepaid return shipping label for eligible returns. Customers who did not purchase Return Reserve are responsible for applicable return and exchange shipping costs.
Refunds
We will notify you once we've received and inspected your return and let you know whether the refund has been approved.
If approved, you'll automatically be refunded to your original payment method within 5 business days. Please remember that it can take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we've approved your return, please contact us at martin@shopcrazyhouse.com.
