Customised Products & Refund Eligibility

At CapsStudio, every personalised hat or cap is crafted specifically according to your design, text, logo, colour, and sizing instructions.

• Customised goods are generally non‑refundable once production has begun.
• Since these items cannot be resold to others, we cannot accept returns for reasons such as “change of mind” or “wrong sizing chosen.”
• Refunds are only eligible in the following cases:
  • Manufacturing defects – such as stitching errors, printing mistakes, or material faults.
  • Incorrect product received that does not match the design you approved.
  • Damage incurred during shipping.

In all other cases, personalised items remain final sale.

Cancellation and Order Changes

You may request to cancel or change your order within 24 hours of placement before production starts.

• A cancellation fee can be applied to cover administrative costs.
• Changes requested after production begins cannot be guaranteed and may be treated as a new order.

Please contact us promptly if you need to cancel or modify your order.

How to Request a Refund

To be eligible for a refund due to defects or errors, you must:

• Contact us within 7 days of receiving your order.
• Provide your order number, a clear description of the issue, and photos of the defective item, packaging, and shipping label.
• Submit your refund request to support@capsstudio.com.

Note: Failure to report the issue within the required timeframe may result in your refund request being declined.

Inspection & Resolution

Once we receive your photos and information:

• Our team will review your case promptly.
• If the issue is confirmed as a genuine manufacturing defect or a mistake made by CapsStudio, we may offer one of the following at our discretion:
  • A full refund to your original payment method.
  • A replacement item at no extra cost.
  • A rework of the product to correct the issue.

Refund decisions will be made fairly and in alignment with the evidence provided.

Shipping Costs

• Shipping costs are non‑refundable except where required by law (e.g., the product was faulty or significantly different from what was ordered).
• Customers are responsible for return shipping fees unless the item is confirmed defective or sent in error by CapsStudio.

Late or Missing Refunds

After approval:

• Refunds are typically processed within 5–10 business days.
• Please allow additional time for your bank or payment provider to post the refund to your account.

If you haven’t received a refund within this timeframe, please contact us.

Errors Due to Customer Input

Refunds will not be issued for errors resulting from:

• Incorrect or incomplete design files or instructions submitted by the customer.
• Miscommunication during design approval.
• Personal preferences (e.g., colour choice, size selection).

We strongly recommend reviewing your design and order details carefully before final approval.

Contact Us

We’re here to help! If you have any questions about this Refund Policy or need assistance with a return or exchange, please reach out to support@capsstudio.com.