Refund policy

All of our hats are handwoven from natural toquilla straw and made to order according to the size, color and ribbon you select at checkout — no two hats are exactly alike, and each one is produced specifically for your order rather than pulled from ready-made stock. Because of this, we do not offer refunds, returns or exchanges for change of mind, incorrect size selection, or any reason other than the exception described below.

Defective, damaged or incorrect items
Please inspect your hat as soon as you receive it. If it arrives defective, damaged in transit, or if we sent you the wrong item, contact us at info@gavilani.com within 48–72 hours of delivery, including photos of the item and its packaging. If we confirm the issue, we will send you a replacement at no additional cost. We do not issue cash refunds for these cases — our remedy is limited to replacement. If the exact same piece cannot be reproduced due to the natural variation of handwoven materials, we will weave the closest possible match or offer store credit toward a different piece.

European Union customers
Under the EU Consumer Rights Directive (2011/83/EU, as amended by Directive (EU) 2023/2673), goods made to the consumer's specifications or clearly personalized are exempt from the 14-day right of withdrawal (Article 16(c)). Because every hat is produced to order based on the size, color and ribbon you choose before it is woven, most orders will not qualify for that right. If you would still like to submit a withdrawal request, you can do so through our EU Withdrawal Request page; we review each request individually rather than deciding in advance. EU customers remain fully covered by the defective/damaged/incorrect-item exception above regardless of the outcome of a withdrawal request.

Order changes and cancellations
Because production begins shortly after your order is placed, we may not be able to accommodate changes or cancellations once an order has been submitted. If you need to change or cancel an order, contact us at info@gavilani.com as soon as possible and we'll do what we can before production starts.

Questions
If you have any questions about this policy, contact us at info@gavilani.com or by mail at Av. Las Américas y Av. El Rey S/N, Ambato EC180101, Ecuador.