Returns & Refunds
Last updated: March 1, 2025
1. Return Policy Overview
At CAPS Online, we stand behind the quality of our products. If you're not completely satisfied with your purchase, we offer a straightforward return policy to ensure your peace of mind.
Return Window
We accept returns within 30 days of delivery for most products in their original, unopened packaging. The return period begins on the day you receive your order, as confirmed by the delivery tracking information.
Non-Returnable Items
The following items cannot be returned due to safety, hygiene, or industry regulations:
- Custom mixed paint products
- Opened or used chemicals
- Clearance items marked as final sale
- Gift cards
- Products with broken seals or damaged packaging (unless received in that condition)
- Special order items
2. Return Process
To initiate a return, please follow these steps:
- Contact Us: Email returns@capsonline.com or call +1 (800) 555-1234 with your order number and reason for return.
- Return Authorization: We'll provide you with a Return Authorization (RA) number and shipping instructions.
- Package Your Return: Securely package the item(s) in their original packaging if possible.
- Include Documentation: Place the RA number and your order information inside the package.
- Ship Your Return: Send the package to the address provided in the return instructions.
Return Shipping
For returns due to our error (wrong item shipped, defective product, etc.), we will cover the return shipping costs. For all other returns, customers are responsible for return shipping costs. We recommend using a trackable shipping method to ensure your return can be monitored.
Preferred Customer Returns
Preferred Customers enjoy extended return periods of 45 days and free return shipping on orders over $250. Learn more about our Preferred Customer program.
3. Refund Process
Once we receive and inspect your return, we'll process your refund according to the following guidelines:
Refund Timeline
- Inspection Period: 1-3 business days after receiving your return
- Refund Processing: 1-2 business days after inspection approval
- Credit Card Refunds: 3-10 business days to appear on your statement (varies by financial institution)
- Store Credit: Issued immediately after inspection approval
Refund Methods
Refunds will be issued to the original payment method used for the purchase. If the original payment method is unavailable, we will issue store credit or process the refund via an alternative method agreed upon with the customer.
Partial Refunds
In some cases, we may issue partial refunds:
- Items returned with signs of use or wear
- Items missing parts, accessories, or documentation
- Items with damaged packaging (when not received in that condition)
- Items that require reconditioning before they can be resold
4. Exchanges
If you'd like to exchange an item rather than request a refund, please indicate this when initiating your return. For exchanges, we'll ship the replacement item once we receive and process your return. Expedited shipping is available for exchanges at an additional cost.
5. Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 48 hours of delivery. We may request photos of the damage to expedite the process. For damaged items, we'll arrange for a replacement to be shipped immediately or process a full refund including any shipping charges.
Warranty Claims
Many products we sell come with manufacturer warranties. For warranty claims beyond our 30-day return period, we'll assist you in contacting the manufacturer or processing the claim through our warranty department.
6. Restocking Fees
Most returns are processed without restocking fees. However, a 15% restocking fee may apply to:
- Specialized equipment returns
- Returns of large orders (over $1,000) without prior approval
- Returns of special order items (when returnable)
Restocking fees will be clearly communicated when you request your Return Authorization.
7. Contact Us
If you have any questions about our return and refund policy, please contact us:
- By email: returns@capsonline.com
- By phone: +1 (800) 555-1234
- By mail: 123 Paint Street, Toronto, ON M5V 2K1, Canada