Refund policy

Returns & Refunds Policy

At Capped Out, we want you to love your custom mountain bike accessories and apparel. If something isn't quite right, we’re here to help you get sorted.

1. Change of Mind Returns

We want you to ride with confidence. If you change your mind about an item, we offer store credit or exchanges within 30 days of delivery, provided that:

  • The item is unworn, unwashed, and in its original, brand-new condition.

  • All original tags and packaging are intact.

  • The item is not a custom-made or personalized product (see Section 3).

Note: Return shipping costs for change of mind are the responsibility of the customer. We recommend using a tracked service, as we cannot be responsible for items lost in transit.

2. Faulty or Damaged Items (Australian Consumer Law)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If an item you received is faulty, damaged, or significantly different from what was described, you are entitled to a consumer guarantee remedy:

  • Major Failure: If the item has a major defect (e.g., a structural manufacturing fault that makes it unusable), you can choose between a full refund, exchange, or store credit, including a refund on any shipping costs incurred.

  • Minor Failure: If the problem is minor, we will repair or replace the item within a reasonable time.

If you believe your item is faulty, please contact us immediately at [Insert Email Address, e.g., support@cappedout.com.au] with your order number and a photo of the issue so we can fast-track a solution for you.

3. Custom & Personalized Orders

Because custom-engineered accessories and personalized apparel are made uniquely for you, we cannot accept returns or exchanges on these items for change of mind.

Of course, if there is a manufacturing defect or an error on our part, our standard faulty item policy (Section 2) applies completely, and we will replace or refund it immediately.

4. How to Return an Item

  1. Get in Touch: Email us at [Insert Email] with your order number and the details of the item you wish to return.

  2. Pack it Up: Ensure the item is securely packed in its original packaging with tags attached.

  3. Send it Back: Mail the package to our return address (provided via email).

  4. Processing: Once we receive and inspect your return, we will process your exchange, store credit, or refund within 3–5 business days.