1. Return Window

  • Our return policy lasts 30 days from the date of purchase.
  • If more than 30 days have passed since your purchase, we are unable to offer a refund or exchange.

2. Eligibility for Returns

  • Unopened Products Only: Due to health, safety, and quality concerns specific to fragrance products, we do not accept returns once the box is opened or the seal is broken.
  • The product must be:
    • Unused, in original condition, and in its original, sealed packaging.
    • Accompanied by a valid proof of purchase (receipt or order confirmation).

3. Non-Returnable Items

In line with industry standards, the following items are not eligible for returns:

  • Opened or Used Perfume: Any Captsa fragrance whose original seal or packaging has been tampered with.
  • Gift Cards or Downloadable Products: We do not offer returns or refunds on these items.
  • Sale Items: Only regular-priced items may be refunded. Sale items cannot be refunded.

4. Damaged or Defective Items

  • If you receive an item that is damaged in transit or defective (e.g., faulty spray nozzle, leaking bottle), contact us immediately at support@captsa.com.
  • We may request photos or other evidence of the damage to help us process your claim.
  • Do not dispose of or continue to use the damaged product, as we may require its return or inspection.

5. Exchanges

  • Exchanges are only offered if your item is defective or damaged.
  • To request an exchange for the same item, email support@captsa.com with your order details and a description of the damage/defect.
  • Upon approval, you will receive instructions on mailing the item back to us at our specified address.

6. Refund Process

  1. Once your return (of an unopened and eligible product) is received and inspected, we will send you an email confirming receipt.
  2. We will also notify you of the approval or rejection of your refund based on our inspection.
  3. If approved, the refund will be processed, and a credit will be applied to your original method of payment within a certain number of business days.

7. Late or Missing Refunds

If you have not received your refund:

  1. Check Your Bank Account: Ensure the refund is not pending or delayed.
  2. Contact Your Credit Card Company: Sometimes refunds take additional processing time.
  3. Contact Your Bank: There may be a short delay before the refund posts to your account.
  4. If you still have not received your refund after these steps, please email us at support@captsa.com.

8. Gift Returns

  • If an item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received and inspected, a gift certificate will be mailed to you.
  • If the item was not marked as a gift or the gift giver had the order shipped to themselves, we will send a refund to the gift giver, who will then be informed of the return.

9. Shipping Returns

  • To return your eligible product, mail it to the physical address provided in our return authorization email.
  • You are responsible for paying your own return shipping costs unless the item was received in a defective or damaged condition.
  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund in certain cases.
  • Depending on your location, the time it takes for your exchanged product to reach you may vary.
  • For high-value or international returns, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item without proof of delivery.

10. Additional Suggestions from the Fragrance Industry

  • Flammable Materials Shipping: Many perfumes contain alcohol and are classified as flammable. Always follow the recommended shipping guidelines for hazardous materials to ensure safe handling.
  • Tamper-Evident Seals: Like many high-end fragrance brands, Captsa employs safety seals. If this seal is broken or tampered with, we cannot accept a return or process a refund.
  • Quality Control Check: Each returned fragrance, even unopened, is subject to a thorough quality control check to ensure it has not been altered or used.

Need More Help?

If you have any questions regarding returns, refunds, or exchanges, please contact us at support@captsa.com. We’re here to assist you and address any concerns.