Complaints & Defective Goods
1. What Is a Complaint?
A complaint (reclamation) applies if your headwear has a manufacturing defect, does not match the description on our website, or is delivered incorrectly (wrong size/model). This is distinct from a voluntary return or withdrawal based on a change of mind.
2. Warranty Period
For consumer goods, we are liable for defects that appear within 24 months from delivery.
Please note: The warranty does not cover standard wear and tear (e.g., natural fading of fabric over time), damage caused by improper washing, or accidental damage by the user.
3. How to File a Complaint
Please contact us without undue delay at milehighbrand@gmail.com and provide:
- Order number or proof of purchase.
- Description of the defect.
- Photos or videos of the defect to speed up the assessment process.
4. Resolution of Complaints
Depending on the nature of the defect and in accordance with applicable law, you are entitled to:
- Repair of the item.
- Replacement with a new, flawless item.
- Reasonable price reduction (if you choose to keep the item).
- Withdrawal from the contract (Full Refund) if repair or replacement is not possible or proportionate.
5. Time Limits
Complaints will be handled without undue delay and no later than 30 days from submission, unless a longer period is expressly agreed upon between the customer and Mile High.
Section: Exceptions & Non-Returnable Items
In accordance with applicable EU consumer law, the right of withdrawal (the 14 day "change of mind" return) does not apply to:
Custom-made or personalized products: Items that are sold as a special piece together with our main product (this usually refers to one of one pieces)
Section: Shipping & Liability for Complaints
If a claim is accepted as a valid statutory complaint, Mile High will reimburse reasonable return shipping costs or arrange a return shipment at our expense. Returned goods remain the customer's responsibility until they are received by us; therefore, we recommend using a tracked shipping service.