Return & Refund Policy

Last updated: April 24, 2026

We stand behind every product we carry. If something arrives damaged, defective, or materially different from what was described, we want to make it right. This policy outlines the conditions and process for requesting a return or refund.

Please read this policy in full before initiating any return request. Returns that do not follow the process described here cannot be accepted.

1. Return Eligibility Window

Return requests must be submitted within 30 days of the confirmed delivery date as recorded by the carrier's tracking system. The delivery date shown on the carrier's tracking record is the date used — not the date you personally retrieve the package, and not the order date.

Requests submitted after this 30-day window will not be eligible for return or refund under any circumstances, regardless of the reason.

2. Mandatory 48-Hour Damage or Defect Reporting

If your order arrives visibly damaged, or if you discover a manufacturing defect upon opening the package, you must contact us within 48 hours of delivery at support@captainfam.com with the subject line "Damage Report — Order [your order number]."

Damage or defect claims submitted after this 48-hour window will not qualify for return or replacement, as we are unable to verify whether the damage occurred during transit, during storage, or through use. This requirement exists to protect both customers and the integrity of our claims process.

3. Qualifying Reasons for Return

We accept returns only for the following reasons:

• The item arrived with a confirmed manufacturing defect that prevents its intended use
• The item was damaged in transit (reported within 48 hours of delivery per Section 2)
• The item received is materially different from the product description on our website (wrong item shipped)

The following are not qualifying reasons for a return:

• Change of mind, buyer's remorse, or no longer wanting the item
• Ordering the wrong size, colour, or variant (please review product details carefully before ordering)
• Minor colour or finish variations from product images due to screen calibration differences
• Damage caused by the customer through improper use, mishandling, or failure to follow product instructions
• Items that have been used, washed, assembled, or altered in any way

4. Items Excluded from All Returns (Final Sale)

The following product categories are final sale and cannot be returned or refunded under any circumstances:

• Personal hygiene and care products (including but not limited to razors, trimmers, toothbrushes, and ear care devices)
• Underwear, intimate apparel, and swimwear
• Piercing jewellery and earrings (for hygienic reasons)
• Face masks, skin contact tools, and personal care devices that have been removed from sealed packaging
• Health supplements, vitamins, and consumables once opened
• Customized or personalized items made to your specifications
• Items explicitly marked "Final Sale" or "Non-Returnable" on their product page
• Digital products and downloadable content

5. Condition Requirements for Accepted Returns

All items approved for return must meet the following conditions without exception. Items that do not meet these conditions will be rejected upon inspection and returned to the sender at their cost:

• Item must be completely unused and in its original, resalable condition
• Item must be returned in its original manufacturer packaging, undamaged and unmodified
• All original accessories, components, instruction manuals, warranty cards, and promotional items included with the order must be returned
• All original tags, stickers, and seals must be intact and unremoved
• The item must not have been assembled, installed, modified, or subjected to conditions beyond careful inspection

6. How to Request a Return — The RMA Process

All returns require a Return Merchandise Authorization (RMA) number issued by our support team before any item is shipped back. Packages returned without an RMA number will be refused at our facility and returned to the sender without a refund.

Step 1 — Submit your return request
Email support@captainfam.com with the subject line "Return Request — Order [your order number]." Include the following in your email:

• Your full name and order number
• The specific item(s) you are requesting to return
• The reason for return (from the qualifying reasons listed in Section 3)
• Clear photographs of all six sides of the original outer shipping box, showing the condition it arrived in
• Clear photographs of the product itself, including any damage or defect, with the product placed on a flat surface in good lighting
• A photograph of the shipping label on the outer box

Step 2 — Wait for RMA approval
Our team will review your request and photographic evidence within 1 to 3 business days. If your request meets all eligibility criteria, we will email you an RMA number along with return shipping instructions. If your request does not meet our return criteria, we will notify you with the reason for denial.

Step 3 — Package and ship the return
Write your RMA number clearly on the outside of the shipping package. Pack the item securely in its original manufacturer packaging, then place inside an appropriate outer shipping carton. Ship the return using a carrier that provides tracking and proof of delivery. Returns shipped without tracking will not be accepted. You are responsible for all return shipping costs unless the return is due to our error (wrong item shipped) or a confirmed carrier-caused damage claim. Captain Fam is not responsible for items lost or damaged in return transit.

Step 4 — Inspection and processing
Once we receive your returned item, our team will inspect it within 5 to 14 business days to verify it meets all conditions listed in Section 5. We will notify you of the inspection outcome by email.

7. Refunds

If your return is approved following inspection:

• Refunds are issued to your original payment method only
• The original product price is refunded. Shipping fees paid at checkout are non-refundable.
• After approval, please allow 5 to 10 additional business days for the refund to appear on your statement, depending on your bank or card issuer
• If the returned item does not pass inspection (missing parts, signs of use, damaged packaging), we reserve the right to issue only a partial refund or to return the item to you at your cost

8. Exchanges

We do not process direct exchanges. If you require a different item, please initiate a return (subject to eligibility) and place a new order separately.

9. Contact Us

For any questions about this policy before initiating a return request, please email support@captainfam.com. Include your order number in all correspondence to help us assist you as quickly as possible.