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Refund & Returns Policy

Effective date: [Insert date]
Last updated: [Insert date]

At Custom Cap Company, we take pride in producing high-quality, custom-made headwear and merchandise. As many of our products are made to order, our refund and returns policy is designed to be fair, transparent, and compliant with consumer protection laws.

By placing an order with us at https://www.customcapcompany.design/, you agree to the terms below.

1. Custom & Personalised Products

Due to the bespoke nature of our products:

Customised or personalised items are non-refundable and non-returnable, unless they are:

  • Faulty

  • Damaged in transit

  • Not as described

  • Produced incorrectly (e.g. wrong design, colour, size, or specification compared to approved artwork/order)

Once production has begun, orders for custom products cannot be cancelled or amended.

2. Standard (Non-Custom) Products

If we offer any non-custom, off-the-shelf products:

  • You may return unused items within 14 days of delivery.

  • Items must be:

    • Unworn

    • In original condition

    • In original packaging

Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

3. Faulty or Incorrect Items

If your item arrives faulty, damaged, or incorrect:

  • Please contact us within 48 hours of delivery

  • Provide:

    • Your order number

    • Photos of the issue

    • A short description of the problem

We will assess the issue and offer one of the following:

  • A replacement

  • A repair

  • A full or partial refund (where replacement is not possible)

4. Refunds

Approved refunds will be processed back to the original payment method within 5–10 business days, depending on your payment provider.

Refunds will cover:

  • The product cost

  • Standard delivery (where legally required for faulty items)

We do not refund:

  • Express shipping upgrades

  • Return postage for non-faulty returns

5. Order Cancellations

  • Orders for custom products cannot be cancelled once production has started.

  • If you request cancellation before production begins, we may offer a refund at our discretion (administration or design fees may be deducted if work has already commenced).

6. Exchanges

As all custom items are made to specification, we do not offer exchanges for sizing errors or design changes once production has begun. Please ensure all details are correct before approving artwork or placing your order.

7. How to Request a Return or Refund

Please contact us at:

Email: [Insert support email]
Subject line: Refund / Return Request – Order #[Your Order Number]

Include:

  • Your order number

  • Reason for request

  • Photos (if the product is faulty or incorrect)

We’ll guide you through the next steps.

8. Consumer Rights

This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, where applicable.

9. Changes to This Policy

We reserve the right to update this policy at any time. Any changes will be posted on this page with an updated “Last updated” date.

If you’d like, I can also provide:

✅ a short refund policy summary for checkout pages
✅ Shopify / WooCommerce–ready versions
✅ a returns portal flow (step-by-step UX for customers)

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