Return & Refund Policy | Custom Cap BD

1. Overview

At Custom Cap BD, customer satisfaction is our priority. However, due to the custom nature of our products, returns and refunds are subject to specific conditions outlined below.

2. Return Eligibility

2.1 Custom-Made Products

Non-returnable unless:

✅ Product is defective or damaged
✅ Manufacturing error occurred
✅ Product significantly differs from specifications
❌ Change of mind
❌ Incorrect sizing (if customer provided measurements)
❌ Color variations within industry standards

2.2 Ready-Stock Products

Returnable within 14 days if:

Product is unused and in original packaging
Tags and labels are intact
Accompanied by proof of purchase
No custom modifications were made

3. Defective or Damaged Products

3.1 Reporting Defects

Must report within 7 days of delivery:

Contact customer service
Provide order number
Submit clear photos of defect/damage
Describe the issue in detail

3.2 What We Cover

Manufacturing defects (poor stitching, material flaws)
Damage during shipping
Incorrect product sent
Missing items from order

3.3 What We Don't Cover

Damage from improper use or care
Normal wear and tear
Modifications made by customer
Damage after 7-day reporting period

4. Return Process

4.1 Step-by-Step

Contact Us: Email returns@customcapbd.com with order details
Approval: Wait for return authorization (RMA) number
Package: Securely pack items with RMA number
Ship: Send to our returns address (provided with RMA)
Inspection: We inspect returned items (3-5 business days)
Resolution: Refund, replacement, or credit issued

4.2 Return Shipping

Defective/Damaged: We cover return shipping
Other Returns: Customer pays return shipping
International Returns: Customer responsible for customs/duties

4.3 Return Address

Custom Cap BD - Returns Department 63/3 Ranabhola, Dhaka 1230, Bangladesh

5. Refund Policy

5.1 Refund Methods

Original Payment Method: Preferred (3-7 business days)
Store Credit: Faster processing (24-48 hours)
Replacement: Same product or alternative

5.2 Refund Timeline

Inspection: 3-5 business days after receipt
Processing: 5-7 business days
Bank Processing: 3-10 business days (varies by bank)

5.3 Partial Refunds

Issued if item shows signs of:

Use or wear
Missing accessories
Damaged packaging
Items returned after 14-day window

5.4 Non-Refundable Items

Custom-designed products (unless defective)
Downloadable digital assets
Gift cards
Sale/clearance items (unless defective)

6. Exchange Policy

6.1 Size Exchanges (Ready-Stock)

Available within 14 days
Same product, different size
Subject to availability
One exchange per order

6.2 Product Exchanges

Only for defective or damaged items
Same product or equivalent value
Subject to stock availability

6.3 Exchange Process

Request exchange via customer service
Receive exchange authorization
Return original item
Receive replacement (shipped after inspection)

7. Bulk/Wholesale Orders

7.1 Sample Approval

Bulk orders require sample approval:

Order samples before full production
Approve quality, color, and specifications
No returns after approval (unless defective)

7.2 Production Errors

If production doesn't match approved sample:

Full refund or re-production
We cover all associated costs
Expedited re-production if needed

7.3 Partial Shipments

For large orders with issues:

Replace defective items only
Prorated refund for defective quantity
No return of entire order required

8. Special Circumstances

8.1 Wrong Design/Logo

If we produce wrong design:

✅ Full refund or re-production
✅ We cover all costs

If customer provided wrong design:

❌ No refund
✅ Can reorder at discounted rate

8.2 Color Variations

Minor color variations (±5%) are normal:

Industry-standard tolerance
Monitor/screen differences
Fabric dye lot variations
Not eligible for return

8.3 Late Delivery

Not eligible for refund
May offer discount on future orders
Force majeure events excluded

9. Cancellation Policy

9.1 Before Production

✅ Full refund available
✅ Cancellation fee: 5-10% (processing costs)
Must cancel via email

9.2 During Production

❌ No refund
May negotiate partial credit
Production costs already incurred

9.3 After Shipment

❌ No cancellation
Follow return policy if eligible

10. Quality Guarantee

10.1 Our Commitment

We guarantee:

Products match specifications
Industry-standard quality
Proper materials used
Professional craftsmanship

10.2 Inspection Process

All orders undergo:

Pre-production sample check
In-process quality control
Final inspection before shipping
Photographic documentation

11. Restocking Fees

11.1 When Applied

✅ Non-defective returns: 20% restocking fee
✅ Bulk orders: 25% restocking fee
❌ Defective products: No fee
❌ Our errors: No fee

11.2 Fee Calculation

Based on:

Order value
Customization level
Time to resell
Condition of return

12. International Orders

12.1 Return Challenges

Higher shipping costs
Customs/import duties (non-refundable)
Longer processing times
Currency conversion fees

12.2 Recommendations

Order samples first for international orders
Verify specifications carefully
Consider local alternatives for small issues

13. Contact Information

13.1 Returns & Refunds

Email: returns@customcapbd.com Phone: +880 1671-906866 Response Time: 24-48 hours

13.2 Customer Service

Email: support@customcapbd.com Phone: +880 1671-906866 Hours: Sunday-Thursday, 9 AM - 6 PM (GMT+6)

14. Dispute Resolution

If you're unsatisfied with our resolution:

Escalate to manager (escalations@customcapbd.com)
We'll review within 5 business days
Final decision provided in writing
Arbitration as per Terms and Conditions

15. Policy Updates

This policy may be updated:

To improve customer experience
To comply with regulations
Based on operational changes

Changes effective immediately upon posting with notification to existing customers.

Questions? Contact our returns team at returns@customcapbd.com

We're here to ensure your satisfaction with every order.