Refund policy

Returns & Refunds

Every piece made at The Long Shot Exp. is cut and constructed to order. Because your hat is made specifically for you, we are not able to accept returns or exchanges on the basis of a change of mind — this applies to customers in the UK and EU alike, where made-to-order goods are exempt from standard cooling-off and withdrawal rights.

If something isn't right

We stand behind the quality of everything we make. If your order arrives with a manufacturing fault, or if it doesn't match what was agreed at the point of purchase, we want to hear from you. Email us at mike@thelongshotexp.uk within 30 days of receiving your order and we'll put it right - whether that's a repair, a replacement, or a refund, depending on the nature of the issue.

Under the Consumer Rights Act 2015 (UK) and the EU Consumer Rights Directive, goods must be of satisfactory quality, fit for purpose, and as described. Those protections apply to everything we produce, without exception.

What we need from you

To help us resolve things quickly, please include your order number, a brief description of the issue, and a photograph where relevant. We'll respond within two working days.

A note on sale items

Our standard quality guarantee applies equally to sale items. Where a fault is confirmed, the same remedies are available regardless of the price paid.

Shipping returns

If a return is agreed, we'll confirm the process by email. We ask that you use a tracked service for any goods sent back to us. Return shipping costs for faulty items will be covered by us.