Returns and Refund Policy
At The Capital Brand, we take pride in delivering high-quality, custom-made products. As our items are printed on demand and made specifically for each customer, we have a strict but fair return and refund policy. Please read the details carefully before placing your order.
Returns & Exchanges
Because our products are made to order, we do not accept returns or exchanges unless the item is:
- Defective (e.g., printing errors, material defects)
- Damaged during shipping
- Incorrect item received due to our mistake
Non-Returnable Items:
- Size issues: Please refer to our size chart before purchasing, as we cannot accept returns due to incorrect sizing.
- Change of mind: Since each item is made-to-order, we cannot process returns for buyer’s remorse.
- Personalized/custom items: Items with custom designs, names, or special modifications cannot be returned.
Reporting an Issue with Your Order
If you received a defective, damaged, or incorrect item, follow these steps:
Step 1: Contact us at support@capitalbrand.com within 7 days of delivery with:
- Your order number
- A clear photo of the item showing the issue
Step 2: If the claim is valid, we will provide a replacement or refund at no cost to you.
Step 3: A replacement will be processed within 5-10 business days after approval. Refunds may take 5-7 business days to reflect on your payment method.
Order Cancellations & Modifications
Since our products go into production immediately after an order is placed, we can only accept cancellation or modification requests within 12 hours of purchase. After this period, the order cannot be changed or canceled.
Lost or Stolen Packages
Once an order is marked "Delivered" by the shipping carrier, we are not responsible for lost or stolen packages. We recommend checking with your local carrier or neighbors.
If your order is marked as delivered but not received, please contact the shipping carrier directly to file a claim.
Refund Processing
Refunds will be issued only for defective, damaged, or incorrect items. Once approved, refunds will be processed to the original payment method and may take 5-7 business days to reflect.
We do not offer refunds for:
- Orders that are delayed due to shipping carrier issues
- Incorrect size selection by the customer
- Buyer’s remorse
Contact Us
For any concerns regarding your order, reach out to our support team at support@capitalbrand.com. We aim to respond within 24-48 hours.
Thank you for shopping with The Capital Brand. We appreciate your support and look forward to serving you!