Refund Policy

Every Brain Frog hat is made by hand, one at a time. We stand behind our work. If something is wrong with your order, we will make it right.

We accept returns within 14 days of delivery for items that are unused and in their original condition. Because each hat is handmade to order, we ask that you contact us before returning so we can sort out the best solution.

To start a return, email us at hello@brainfrog.ca with your order details.

Hats made to a custom specification (colour, size, or style variations requested by the customer) are final sale and cannot be returned unless they arrive defective or damaged.

If your hat arrives damaged or with a defect, email us within 7 days of delivery with a photo of the issue. Ship the item back to us and once we receive it, we will send a replacement or issue a full refund — your choice.

To complete a return, ship the item back to us using a tracked shipping method. Once we receive and inspect the item, we will process your refund within 5–7 business days. Refunds are issued to the original payment method. Shipping costs are non-refundable unless the return is due to our error.

Customers are responsible for return shipping costs unless the item is defective or we made an error on the order. We recommend using a tracked shipping method as we cannot be responsible for items lost in transit.

If you pre-ordered a hat and wish to cancel before it ships, contact us and we will issue a full refund with no questions asked.

Email us at hello@brainfrog.ca — we typically respond within a couple of days.