Refund policy

RETURNS & REFUNDS

CAPTRIX products are custom-made to your order. Because each cap is produced specifically to your selected cap style, colour, embroidery options and approved artwork, we do not offer returns, exchanges or refunds for change of mind, incorrect choice, or where you simply decide you no longer require the order.

This does not affect your rights under the Australian Consumer Law. If your order is faulty, damaged, does not match the agreed specifications, or otherwise fails to meet the applicable consumer guarantees, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

ARTWORK & EMBROIDERY APPROVAL

For new designs, CAPTRIX prepares your artwork for embroidery and provides a digital embroidery proof for approval before production begins.

Please check your proof carefully, including:

  • spelling and wording
  • logo/artwork content
  • placement
  • general proportions and layout

Production begins after artwork approval.

Where the finished embroidery accurately reflects artwork, wording or instructions approved or supplied by the customer, we generally cannot treat a later change of preference or customer-supplied error as a production fault.

If the finished product materially differs from the approved artwork or agreed order specifications due to an error by CAPTRIX, please contact us so we can assess and resolve the issue.

CUSTOMER-SUPPLIED TEXT

Customers are responsible for checking text entered for side and back embroidery before submitting an order.

This includes spelling, numbers, names and other wording.

CAPTRIX may contact you if something appears obviously incorrect, but we cannot guarantee that customer-supplied spelling or content will be independently checked before production.

COLOUR & PRODUCT VARIATION

Actual cap and thread colours may vary slightly from colours displayed on screens due to monitor settings, photography, lighting and normal manufacturing variation.

Minor variations of this kind are not necessarily considered faults.

Where a selected cap style, colour or size becomes unavailable from our supplier, we will contact you before production to discuss suitable options. We will not substitute a materially different product without your approval.

DAMAGED, FAULTY OR INCORRECT ORDERS

If you believe your order is damaged, faulty or incorrect, please contact us as soon as reasonably possible and provide:

  • your order number
  • a description of the issue
  • clear photographs showing the problem

We may need to inspect or assess the goods before determining the appropriate remedy. Businesses are permitted to assess a product before providing a remedy under Australian Consumer Law.

Please do not dispose of or alter the affected goods while the issue is being assessed.

SHIPPING DAMAGE

If your order arrives damaged in transit, please contact us promptly with photographs of:

  • the damaged product
  • the external packaging
  • any visible shipping damage

This helps us investigate the issue and determine the appropriate resolution.

CHANGE OF MIND

Because CAPTRIX products are personalised and made to order, we do not provide refunds or exchanges simply because you:

  • changed your mind
  • chose the wrong colour, style or size
  • found a cheaper alternative
  • no longer require the products

Australian Consumer Law does not require businesses to provide a remedy where goods are satisfactory and the customer has simply changed their mind.

AUSTRALIAN CONSUMER LAW

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law that cannot legally be excluded.

If you have an issue with an order, please contact CAPTRIX and we will work with you to assess the situation and determine the appropriate resolution.