Hi William, thanks for the review and we're sorry you feel that way. Our exchange/return policy states very clearly that the returned hat needs to be in new, unworn condition. A quick try-on is ok of course. The pictures we sent you were, in fact, of the cap you sent back to us; it was very dirty which is why we were unable to accept it back for an exchange. There were several food (or some other type of solid residue) stains on the outside and the inside of the cap. We try to be flexible with our return policy whenever possible. For example, if a hat is returned without the cardboard insert or original tags, we can let that slide. But when a cap is dirty like yours was, we're unable to accept it.
As for returning it to you, we're happy to do that but we're not willing to pay return shipping to you for a product that violates our return policy. Especially since we've already paid the cost of you sending the cap back to us. We pride ourselves on taking good care of our customers and we have many, many five star reviews that testify to that. But we have limits of what we're willing to accept. We're genuinely sorry this turned out this way and we wish you the best.