Captains Wholesale

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Refund and Return Policy for CaptainsWholesale.com

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Last Updated: July 31, 2025

At CaptainsWholesale.com, we are committed to providing exceptional design services and ensuring the quality of the final products delivered to you. Our refund policy is designed to be transparent and fair, and it addresses the two distinct parts of our business: our creative services and the physical products manufactured by our partners.

1. Refund Policy for Our Design & Consultation Services

This section covers all fees associated with the creative and project management work we perform, including design consultations, digital mock-ups, and brand strategy sessions.1

• Non-Refundable Nature of Creative Work: Fees paid for our design and consultation services are for the time, expertise, and creative labor involved in your project. Once a project has commenced and work has begun, these service fees are non-refundable.

• Project Cancellation: If you wish to cancel your project, you must do so in writing.

  • Cancellation Before Work Begins: If a cancellation request is received before any design work has started, a full refund of the service fee may be issued, less any non-refundable transaction processing fees.

  • Cancellation After Work Has Commenced: If a cancellation request is received after the design process has begun (e.g., after the initial consultation or after preliminary concepts have been developed), all service fees paid up to that point will be retained by CaptainsWholesale.com to compensate for the work completed. No partial refunds will be issued for services already rendered.

2. Return & Refund Policy for Physical Products

This section covers the final, physical apparel and merchandise that are produced by our third-party manufacturing partners ("Production Partners").

• Dependence on Production Partner Policies: As CaptainsWholesale.com is a design service that facilitates production, the return and refund policy for all physical goods is ultimately governed by the policies of the specific Production Partner who manufactured your order. We act as your advocate and liaison in these matters.

• Custom-Made Products: All products are custom-made based on the final design mock-up that you approve. Due to the personalized nature of these goods, returns or refunds are not accepted for reasons such as ordering the wrong size, changing your mind, or errors in the approved design. It is your responsibility to carefully review and approve all design mock-ups for accuracy, including spelling, colors, and layout, before approving the order for production.

• Eligibility for a Return or Replacement: A return, replacement, or refund for physical products will only be considered under the following circumstances:

  • Manufacturing Defect: The product has a clear material or manufacturing flaw.

  • Damage in Transit: The product arrives visibly damaged.

  • Incorrect Product: The product received does not match the final, approved mock-up (e.g., wrong design, color, or item).

3. The Process for Reporting an Issue

To initiate a claim for a defective, damaged, or incorrect product, you must follow these steps:

1. Contact Us Promptly: You must contact CaptainsWholesale.com at within 3 business days of receiving your order. Claims reported after this period may not be eligible for review.

2. Provide Necessary Information: In your email, please include:

   • Your order number.

   • A detailed description of the issue.

   • Clear photographic evidence of the defect, damage, or error. This is required by our Production Partners to process a claim.

3. Our Review and Action: We will review your claim and liaise directly with our Production Partner on your behalf. If the claim is approved by the Production Partner, they will, at their discretion, offer a replacement of the affected items or a refund for the cost of the affected items.

Please do not return any items directly to us or our Production Partners unless you are specifically instructed to do so.

4. Contact Us

If you have any questions about our Refund and Return Policy, please contact us. We are here to ensure your experience is positive from the initial design concept to the final product delivery.