Effective date:[Effective Date]
Last updated:[Date]
At Captainseal, we want you to get the right seal the first time. If something arrives damaged, defective, or wrong, we will make it right. This policy explains how.
1. Returns at a glance
- Return window: 7 days from delivery
- Eligible reasons: damaged in transit, manufacturing defect, or wrong item sent
- Transit damage: report within 48 hours of delivery
- Your options: replacement or refund
- Refund time: 7 to 10 business days after the return is approved
- Not returnable: used, installed, or fitted seals; change-of-mind returns; custom orders
2. When you can return a product
You can request a return within 7 days of delivery if:
- The product arrived damaged. The seal, kit, or packaging was damaged in transit. Please report this within 48 hours of delivery.
- The product is defective. It has a manufacturing defect, such as cuts, cracks, flash, deformation, or wrong dimensions compared with the listed specifications.
- We sent the wrong item. The product, size, or quantity does not match your order confirmation.
3. When a return is not accepted
Because seals are precision parts that can be damaged during fitting, we cannot accept returns for:
- Seals or kits that have been installed, fitted, or used, even once
- Products ordered in the wrong size or type by the buyer
- Change of mind or no longer needed
- Items not in their original, unopened packing with labels intact (except where opened to inspect a defect)
- Products damaged by improper handling, storage, or installation
- Custom, made-to-order, or specially sourced sizes
- Products marked as clearance or non-returnable
- Requests made after the 7-day return window
Not sure about the size? Contact us before you order. Send your machine model, part number, or seal dimensions to [sales@captainseal.com] or WhatsApp [+91 XXXXX XXXXX], and we will help you choose the right product. For larger orders, we recommend a sample order first.
4. How to request a return
Step 1: Contact us within 7 days of delivery (48 hours for transit damage).
Email [support@captainseal.com] or WhatsApp [+91 XXXXX XXXXX] with:
- Your order number
- The product name and quantity affected
- The reason for return
- Clear photos of the product, its label, and the outer package
- An unboxing video, if available (strongly recommended for damage or missing item claims)
Step 2: We review your request within [2 business days]. We may ask for more photos or details.
Step 3: Send the product back. If approved, we will arrange a reverse pickup where available, or share the return address. Pack the product securely in its original packing.
Step 4: We inspect the product within [3 business days] of receiving it.
Step 5: Replacement or refund. Once the return passes inspection, we send a replacement or process your refund, whichever you choose.
5. Return shipping costs
- If the return is due to transit damage, a defect, or our error, Captainseal pays for return shipping.
- If a returned product fails inspection (for example, it shows signs of use or installation), we will ship it back to you. You may be charged the shipping cost.
6. Replacements
Approved replacements are dispatched within [2 to 3] business days after the returned product passes inspection, subject to stock. If a replacement is not available, we will give you a full refund for that item.
7. Refunds
Approved refunds are processed within 7 to 10 business days after the return passes inspection.
- Prepaid orders (UPI, card, net banking, wallet): refunded to the original payment method.
- Bank transfer orders: refunded to the bank account the payment came from.
- COD sample orders: refunded by bank transfer. We will ask you for your bank account details.
Once we process the refund, your bank or payment provider may take a few extra days to show it in your account.
If the full order is returned because of our error, we also refund the original shipping charges.
8. Cancellations before dispatch
You can cancel an order before it ships for a full refund. Contact us with your order number as soon as possible. Once an order has shipped, it cannot be canceled, but you may be eligible for a return under this policy.
9. Bulk and export orders
- Bulk orders: returns follow this policy. For large quantities, we may inspect products at your site or ask for sample units first before approving a full return.
- Export orders: returns and replacements are handled case by case. Customs duties, import taxes, and international shipping charges are not refundable unless the return is due to our error.
10. Your rights
This policy does not affect any rights you have under the Consumer Protection Act, 2019 or other applicable law.
11. Contact
Order support: [support@captainseal.com] | WhatsApp: [+91 XXXXX XXXXX]
Hours: [Monday to Saturday, 9:30 AM to 6:30 PM IST]
Not happy with how your return was handled? Contact our Grievance Officer, [Grievance Officer Name], at [grievance@captainseal.com]. We acknowledge complaints within 48 hours and aim to resolve them within one month of receipt.