Return & Refund Policy

This policy is designed to ensure customer satisfaction while maintaining efficiency in our operations. Please review the terms below to understand how we manage returns, refunds, and other related scenarios.

1. Cancellation

• Cancellation is possible within 1 hour of order placement, provided the order has not been packed and fulfilled yet.
• If you wish to cancel your order, please contact support immediately and we'll see what we can do.

 

2. Returns & Exchanges

You may return or exchange your order within 30 days of receipt.

Please submit your request through our
➡️ Returns & Exchange Form

 

For EU Customers

Exchanges

• Exchanges are allowed within 30 days of receiving your order.

• You may exchange for a different color, size, or even a different product altogether.

• Return the original item using a reliable courier of your choice.

• Return shipping costs are your responsibility — we no longer provide return labels.

• Once we receive and process your return, the replacement item will be shipped at no extra cost.

• If the new item costs less than the original, we’ll refund the difference.

Returns

• You can request a return within 30 days.

• Return shipping is your responsibility.

• The package remains your responsibility until it is delivered to our return facility.

---

For Non-EU Customers

Exchanges

• Exchanges are accepted within 30 days of receipt.

• You can request a different color, size, or product.

• You are responsible for return shipping and any import duties/fees.

• Once your return is received and processed, we will ship your replacement at no additional cost.

• If the replacement is cheaper than the original, we will refund the price difference.

Returns

• Returns are accepted within 30 days.

• Return shipping and any import fees are your responsibility.

• Clearly mark the return package with your order number and sender details.
  We cannot process refunds for unidentified packages.

---

Important Notes for All Customers

• Always keep your tracking number and return receipt as proof of return.

• Regularly check tracking updates, especially for international returns, to ensure any import duties are paid promptly.
  If left unpaid, the package will be returned to you. We are not notified by customs, so please stay updated.

 

3. Refunds

• Refunds are processed within 7 days after the return is received.
• The refund is issued via the original payment method.

Lost Packages

• Lost in transit: In case your package gets lost in transit, we offer a free reshipment. Refunds instead of reshipment are provided only in exceptional cases.
  
  
• Delivered but not received: In case your package shows as delivered, but you have not received it, you have to contact our support team. You will be asked to sign an official declaration of non-receipt which will be followed by an investigation with the carrier: If the investigation favors the customer, a reshipment of the order will be provided. If the carrier offers proof of delivery (e.g. a picture of the package taken at your address by the delivery man), unfortunately you are not eligible for a reshipment or refund.

Custom Products

• Custom products cannot be returned or exchanged as they are made specifically for you.
• This does not apply if the product is damaged or faulty. In that case, please contact customer support.
  

Wrong/Damaged Products

• If you received the wrong product, please contact support along with a picture of the item you received. 
  
• If you received a damaged product, please contact support along with a picture of the damage.

Incorrect Address

• If an order doesn't arrive due to an incorrect address provided by the customer, a refund is not possible.
• We will offer a reshipment for an additional charge of €5 to cover shipping costs. 

 

4. Contact

For questions or assistance, please contact our customer support team by sending an email to info@capsapparel.com.