Refund policy

Caps Vortex Refund & Return Policy

Thank you for shopping with us! We strive to ensure that you are completely satisfied with your purchase. However, if you’re not happy with your order for any reason, please review our return and refund policy below.

Returns

  • We accept returns for unused, unopened items in their original packaging only.

  • Return requests must be made within 14 days of receiving your order.

  • Customers are responsible for return shipping costs, unless the return is due to our error.

  • Returned items must be in new, unused condition. We reserve the right to refuse returns if the item shows signs of use, installation, or damage.

Incorrect Model Selection (Important)

Please note that orders placed with an incorrect product model selected by the customer are not eligible for returns or refunds.
Choosing the correct model is the customer’s responsibility, as compatibility information is clearly stated on the product page.
This situation is not considered a product defect or fulfillment error.

In certain cases, we may offer assistance at our discretion, which may involve a partial refund or replacement subject to handling and reshipping fees.

Refunds

  • Once we receive and inspect your return, approved refunds will be issued to the original payment method within 5–7 business days.

  • Shipping fees, transaction fees, and handling fees are non-refundable.

  • Refunds will always be processed to the original payment method used at checkout.

  • You will receive a confirmation email once your refund has been processed.

Refund Deductions & Fees

Depending on the reason for the refund, approved refunds may be subject to deductions, including but not limited to:

  • Payment processing fees

  • International shipping costs

  • Handling or reshipping fees

These fees are non-refundable and will be deducted from the total refund amount.

International Refund Fees & Deductions

For international orders, refunds (if approved) are subject to deductions based on the reason for the refund. These deductions reflect non-recoverable costs such as international shipping, payment processing fees, and handling costs.

  1. Seller Error (Our Responsibility)
    Examples: wrong item sent, missing items, confirmed manufacturing defects.

    • Refund: 100% full refund or free replacement

    • Fees deducted: None

    • All costs are covered by Caps Vortex

  2. Incorrect Product Model Selected by Customer
    Refund eligibility: Not eligible for returns or refunds
    If assistance is offered at our discretion:

    • A fixed handling and reshipping fee (USD $10) will be deducted

    • Remaining balance may be refunded

  3. Order Cancellation Before Shipment (Customer-Initiated)

    • Refund amount: Order total minus payment processing fees

    • Typical deduction: 5%–8%

    • Shipping fees are non-refundable once label preparation has begun

  4. Order Returned to Sender / Delivery Failure (Customer-Related)
    Examples: incorrect address, missing apartment number, refusal to accept delivery.

    • Refund amount: 30%–50% of the order value

    • Deductions may include:

      • International shipping costs

      • Payment processing fees

      • Handling fees

  5. Non-Defective Returns (Change of Mind)
    Applies to unused, unopened, non-custom items only.

    • Refund amount: 30%–50% of the order value

    • Deductions include:

      • Original shipping fees

      • Return shipping costs

      • Handling and processing fees

  6. Custom or Made-to-Order Products
    Refund eligibility: Not refundable once design or production has begun
    This includes custom colors, printed designs, or personalized items.
    In rare cases, partial refunds may be considered at our discretion.

Cancellations

  • Orders canceled before shipment may be eligible for a refund minus payment processing fees.

  • Once an order has been shipped, it cannot be canceled.

Custom & Made-to-Order Products

All custom or personalized items are final sale and are not eligible for returns or refunds, once design work or production has begun.
Please review your customization details carefully before approving your design preview.

Exchanges & Damaged Items

  • If your item arrives damaged, defective, or incorrect due to our error, please contact us within 7 days of delivery with photos and your order number.

  • We will offer a replacement or full refund at no additional cost to you.

  • Please do not return damaged items before contacting us, as we may be able to resolve the issue without requiring a return.

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee for unused and unopened, non-custom items only.
Returns must still meet all conditions outlined in this policy, including model compatibility and item condition.

How to Return an Item

  1. Contact us at capsvortex_official@outlook.com to initiate a return.

  2. Provide your order number, reason for return, and photos if applicable.

  3. Ship the item to the return address provided by our support team.

  4. Once received and inspected, your refund will be processed accordingly.

Late or Missing Refunds

If you haven’t received your refund:

  • Please check with your bank or credit card provider first.

  • Processing times may vary depending on the payment provider.

  • If the issue persists, contact us at capsvortex_official@outlook.com.

Contact Us

If you have any questions regarding returns, refunds, or exchanges, feel free to reach out to us at
📧 capsvortex_official@outlook.com

We’re always happy to help.
Caps Vortex Support Team