Exchanges & Returns
Returns, Refunds, & Exchanges - The Basics
We at CavHooah are proud to serve our country's Cav Troopers, families, supporters, and enthusiasts! You can shop from home with the comfort of knowing that your order is backed by our Satisfaction Guarantee. This 30-Day Guarantee provides you with plenty of time to check items for quality. If for any reason you need to return or exchange an item, just contact our Customer Service and we'll take care of the rest! For returns, we will gladly refund your order minus shipping. Exchanges must be completed within 30 days of receipt of the item. You are responsible for shipping costs. Contact CavHooah via email or phone before shipping any items back and request an exchange authorization form which will be emailed to you. This form needs to be filled out and returned with the item.
Returns, Refunds, & Exchanges - The Fine Print
Refunds will be granted if the item is returned WITHIN 30 days of merchandise receipt. Authorization must be obtained within 30 days, and item must be in its original, unused condition. All conditions listed below apply:
CavHooah DOES NOT accept returns on DISCONTINUED, CLOSEOUT or CLEARANCE items.
CavHooah DOES NOT refund shipping charges on returned items. We DO NOT pay for, or refund, shipping charges on exchanged item(s) or items returned to CavHooah due to inability of postal carrier to deliver, including but not limited to orders marked as "undeliverable", "return to sender", or "incorrect address".
We live in an imperfect world and sometimes we do make mistakes. One of our primary goals here at CavHooah is outstanding customer service. If you received an order where a mistake was made on our part, we will pay for return shipping and correct the problem. Also, if your order arrives damaged, call or email CavHooah within 48 hours of receipt. We will email you a Damage Claim Authorization Form and give you instructions on returning the damaged item. We will then mail you a replacement item at no cost. For customer mistakes (wrong size ordered, wrong color ordered, etc.), customer must pay for return shipping. It is the customer's responsibility to ship an item back to CavHooah for return or exchange. It is NOT the responsibility of CavHooah to pick-up a customer's return/exchange item at the customer's business or residence. Your sales receipt must accompany the merchandise being returned or exchanged. Returns or exchanges will not be accepted without your receipt or packing slip.
If a return is requested, email or call for a Return Authorization Form within 30 days of merchandise receipt. Returns will not be processed without this form. Products returned without proper written authorization and marking will be rejected.
After 30 days of receipt of goods, no cash/credit refunds or exchanges on products and/or worn or used items, to include APO and FPO addresses.
All returned merchandise MUST be in its original, new condition. Keep your receipt and packing slip, along with any packaging or shipping boxes until you are satisfied with your purchase. Returned Hats, Swords, and Sabers are subject to a 15% restock fee. (This does not apply to exchanges) Unworn or unused items that have had the tags removed will be subject to a 15% re-stocking fee. Garments (including jackets, coats, clothing, hats, and gloves) that have been worn or items that have been used or altered will not be accepted for exchange or refund. This includes Stetsons that have been shaped or punctured with pins. Garments with heavy cigarette, cigar, or perfume odors will also not be accepted for exchange or refund. CavHooah will NOT accept returns on items that have been cut, punctured or scraped while opening the box!
We DO accept returns on hats that we have shaped, however the shaping fee will not be refunded if a hat is returned.
Merchandise must be returned in the original shipping carton, with the return authorization form. Returns or exchanges will not be accepted without return authorization form. Allow 7 to 10 business days to process exchanges (not including shipping time). Allow three weeks to process all returns.
All sales shipped outside the USA are final. No refunds/exchanges on items shipped outside the USA. (Exception: orders from active-duty US Military personnel, shipped to all APO and FPO addresses. Please visit our Military Mail page for full details.)
All custom order sales are FINAL. For bulk orders or wholesale purchases of stocked items, returns, all returned merchandise must be in new, unused condition. A 20% restocking fee for returned merchandise will be deducted from your refund.
Outstanding customer service and satisfaction is our goal! Please help us speed-up the return/exchange process by following the return policy. For Customer Service on all returns and exchanges, and to receive a Return Authorization Form, please email us. Send returns or exchanges to:
120 Prairie Lake Rd, Unit C
East Dundee, IL 60118
See more FAQ's here
What if an item is out of stock when it is ordered? How do back orders work?