Refund policy

Return Policy

At Captrailshop, we want you to be completely satisfied with your clothing purchase. If your item does not fit or you are unsatisfied, we offer a generous return window. Please review the specific conditions required for a valid return.

1. Return Window

You have 90 days from the date your package is marked as delivered to request a return. Requests submitted after this 90-day period will not be accepted.

2. Return Eligibility

To be eligible for a return and subsequent refund, your items must meet the following strict conditions:

  • The clothing must be unused, unworn, unwashed, and unaltered.
  • All original product tags, labels, and hygiene liners (if applicable) must be attached and intact.
  • The item must be in its original packaging.
  • Items that show signs of wear, makeup marks, deodorant stains, or distinct odors (perfume, smoke, pets) will be rejected during inspection.

3. Return Shipping Fees

The customer is responsible for paying all return shipping costs. We do not provide prepaid return shipping labels, and original shipping costs (if any were applied) are non-refundable. We strongly recommend using a trackable shipping service, as we cannot process a refund for items we do not receive.

4. How to Initiate a Return

  1. Contact us at support@captrailshop.shop within the 90-day return window, providing your order number and the reason for the return.
  2. Our support team will evaluate your request and provide you with detailed return instructions and the authorized return facility address.
  3. Do not ship your return back to the sender's address on the package or to our corporate address without prior authorization, as this will result in a lost return.

Refund Policy

This section outlines our procedures for processing refunds and handling order cancellations.

1. Order Cancellations

  • We allow a strictly limited 1 to 2 hour window for order cancellations or modifications after the order is placed.
  • If you need to cancel or change your order, you must email support@captrailshop.shop immediately.
  • Once this 1-2 hour window closes, the order enters our automated fulfillment process and can no longer be canceled or modified. If you no longer want the items, you will need to wait for delivery and follow our standard Return Policy.

2. Inspection and Refund Approval

Once your returned package arrives at our designated facility, our team will inspect the garments to ensure they meet our unused condition requirements. We will send you an email to notify you whether your refund has been approved or rejected based on this inspection.

3. Refund Processing Time

If your return is approved, your refund will be processed. A credit will automatically be applied to your original method of payment (such as your credit card, PayPal, or Shop Pay) within 3 to 10 business days.

4. Late or Missing Refunds

If it has been more than 10 business days since you received your refund approval email and the funds have not appeared in your account:

  • Double-check your bank account or credit card statement.
  • Contact your credit card company or bank, as it often takes additional processing time for financial institutions to post the refund.
  • If you have done this and still have not received your refund, please contact us at support@captrailshop.shop.