Refund policy

Return & Refund Policy

At BlueHorizon LLC, we want every customer to be happy with their embroidered hat purchase. Please read our return and refund policy carefully before placing an order.

Returns

Our return policy lasts 30 days from the date of delivery. If 30 days have passed since your order was delivered, unfortunately, we cannot offer a refund or exchange.

To be eligible for a return, the item must be:

  • Unused, unworn, and in the same condition that you received it

  • Free from stains, odors, damage, makeup marks, pet hair, or signs of wear

  • Returned in its original packaging, if applicable

  • Accompanied by a receipt, order number, or proof of purchase

Please do not send your purchase back without contacting us first. To start a return request, please email us at faithxcross@support.com with your order number and reason for return.

Custom or Personalized Hats

Because many of our products are made-to-order, customized, or embroidered specifically for each customer, custom or personalized embroidered hats cannot be returned or refunded unless they arrive damaged, defective, or there is an error on our part.

This includes, but is not limited to:

  • Custom name hats

  • Personalized text hats

  • Made-to-order embroidered designs

  • Hats with custom colors, initials, dates, numbers, or special wording

Please make sure all personalization details are correct before submitting your order.

Non-Returnable Items

The following items are not eligible for return:

  • Custom or personalized embroidered hats, unless defective or incorrect

  • Items that have been worn, washed, altered, or damaged after delivery

  • Items returned without prior approval

  • Sale, clearance, or discounted items, unless defective

  • Gift cards, if applicable

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also let you know whether your refund has been approved or rejected.

If your refund is approved, it will be processed back to your original payment method. Please allow several business days for the refund to appear, depending on your bank or credit card provider.

Shipping costs are non-refundable. If a refund is issued, the original shipping cost may be deducted from your refund.

Late or Missing Refunds

If you have not received your refund yet, please first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted.

Next, contact your bank. There is often processing time before a refund appears.

If you have completed these steps and still have not received your refund, please contact us at faithxcross@support.com.

Exchanges

We only replace items if they are defective, damaged, or if you received the wrong item.

If you need an exchange for the same item, please email us at faithxcross@support.com with your order number and clear photos of the issue.

Because our embroidered hats may be made-to-order, exchanges for size preference, color preference, or personalization mistakes entered by the customer may not be accepted.

Damaged, Defective, or Incorrect Items

If your embroidered hat arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at faithxcross@support.com.

Please include:

  • Your order number

  • Clear photos of the item

  • Clear photos of the packaging, if damaged

  • A short description of the issue

We will review your request and offer a replacement, exchange, or refund if the issue is confirmed.

Gifts

If the item was marked as a gift and shipped directly to you, you may receive store credit for the approved return value. Once the returned item is received and inspected, we will provide further instructions.

If the item was not marked as a gift, or if the gift giver had the order shipped to themselves first, the refund will be issued to the original purchaser.

Return Shipping

Customers are responsible for paying return shipping costs unless the item arrived damaged, defective, or incorrect due to our error.

Return shipping costs are non-refundable. We recommend using a trackable shipping service when returning an item. BlueHorizon LLC is not responsible for returned packages that are lost or damaged in transit.

Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us:

BlueHorizon LLC
Address: 6701 Corporate Dr Ste N, Johnston, IA 50131, United States
Email: faithxcross@support.com
Phone: +1 (252) 376-1006
Business Hours: Monday–Sunday, 9:00 AM–5:00 PM EST