Captrad Limited

Refund and Returns Policy

Published policy updated 17 February 2025

Goods may be returned to Captrad Limited within 35 days of delivery, but only after Captrad has accepted a return request by email. Please email sales@captrad.com before sending goods back. Once accepted, we will provide a returns form; complete it and include it with the return. When using a courier, seal the form inside the package.

35-day policy

Returns are accepted within 35 days of the delivery date. If more than 35 days have passed, or goods are received after that period, a refund cannot be offered. A rejected return will remain in our warehouse until the customer arranges collection by courier.

Condition of goods

To be eligible for a return, goods must be unused, in new condition, in unopened original packaging and include all parts originally supplied. Captrad Limited may reject goods that appear used; used condition includes cosmetic damage.

Return shipping

Customers are responsible for their own return shipping costs, which are non-refundable. Returns must include tracking and full insurance to cover goods in transit. Captrad will require a copy of the insurance obtained.

Refund timescale

Once goods have been received and inspected, we will notify the customer by email whether the refund has been approved or rejected. If approved, credit is applied to the original payment method; this process usually takes 5-7 days. The original delivery costs and any other applicable deductions may be taken before funds are refunded.

Submitting a return request

Email sales@captrad.com with your return request and a detailed explanation of the reason for return. Please allow up to 72 hours for a response.

Restocking fee

Items returned within 35 days are subject to a 10% restocking fee.

For orders placed through the online shop, please also visit the Captrad online shop and include your order reference when contacting us.