Returns & Refunds Policy (Kaption)

Last updated: 13 February 2026

We want you to love your Kaption order. This policy explains when you can return items and how refunds work.

1. Standard (non-custom) items

If you bought a non-custom item, you may request a return within 7 days of delivery, provided:

• The item is unused, in original condition, and with original packaging/tags (where applicable)
• You provide proof of purchase

Return shipping: Customer pays unless the item in question is defective
Refund timing: Once we receive and inspect the return, refunds are processed to the original payment method within 7 business days.

2. Custom/personalised items

Because custom items are made to your specifications (name/text), they generally cannot be returned or refunded if you simply change your mind, the spelling is wrong, or the style isn’t what you expected—unless the item is faulty or we made an error.

3. Faulty or incorrect items

If your item is defective, damaged on arrival, or incorrect:

• Contact us within 48 hours of delivery at info@kaption.co.za with photos and your order number.
• If confirmed, we will offer a repair, replacement, or refund as appropriate.

4. What counts as “not a defect”

The following are not considered defects:

• Slight variations in embroidery placement, stitch pattern, or thread shade
• Colour differences due to screen settings
• Minor marks from handling/packaging that can be removed according to care instructions

5. How to start a return

Email info@kaption.co.za with:

• Order number
• Item(s) you want to return
• Reason for return
• Photos (if faulty/damaged)

6. Refund exclusions

We do not refund:

• Shipping fees (unless required by law or the return is due to our error)
• Items returned used, damaged, or missing original parts/packaging (unless faulty)