Refund policy

Returns & Refunds Policy

Last updated: 1 December 2025

We hope you love your purchase from Hatcrafters. However, if you are not completely satisfied, we are here to help. This Returns & Refunds Policy is operated by Scarlet Besos Ltd.

1. Our 28-Day Return Policy

You have 28 days from the date you receive your item to request a return.

To be eligible for a return, your item must:

Be in the same condition that you received it
Be unworn and unused
Have all original tags and labels attached
Be in its original packaging
Include a receipt or proof of purchase

2. How to Start a Return

To request a return, please contact us at:

Email: scarlet@scarletbesos.com

Once your return request is reviewed:

If accepted, we will send you return instructions and, where applicable, a return shipping label.
Items sent back to us without prior approval will not be accepted.

You can always contact us with any questions about returns at scarlet@scarletbesos.com.

3. Damages, Faulty Items & Wrong Orders

Please inspect your order as soon as it arrives.

Your item is defective or damaged
You receive the wrong item

We will review the issue and work with you to put it right, which may include a replacement, repair or refund depending on the situation.

4. Non-Returnable Items

Some items cannot be returned. These may include (where applicable):

Custom or personalised items
Gift cards
Items clearly marked as non-returnable or final sale

Please contact us if you are unsure whether your item is eligible for return.

Sale items: Unfortunately, we cannot accept returns on sale or clearance items unless they are faulty or not as described.

5. Exchanges

The fastest way to get the item you want is to:

Request a return for the item you have
Once the return is approved, place a new order for the replacement item

6. European Union – 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you also have a legal right to:

Cancel or return your order within 14 days of receiving it
Do so for any reason and without providing a justification

The item must still meet the following conditions:

In the same condition that you received it
Unworn and unused
With tags attached
In its original packaging
With a receipt or proof of purchase

7. Refunds

Once we receive and inspect your returned item, we will let you know whether your refund has been approved or declined.

If your refund is approved:

We will process the refund to your original payment method.
This is usually completed within 10 business days.
Your bank or card provider may take additional time to process the credit.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at scarlet@scarletbesos.com.

8. Contact

If you have any questions about this Returns & Refunds Policy, please contact:

Scarlet Besos Ltd
Email: scarlet@scarletbesos.com