Refund policy

At Cap Rouge, we aim to ensure you are satisfied with your purchase. This policy outlines the conditions for returns, refunds, and exchanges, and explains how these are handled in accordance with Australian Consumer Law.

All returned items are inspected by our qualified technical team prior to refund approval to ensure they meet our return eligibility requirements.

1. Change of Mind Returns

Cap Rouge accepts change-of-mind returns within 30 days of purchase, subject to the conditions below.

Eligibility

To be eligible for a change-of-mind return:

The item must be unused, unmarked, and in brand new condition
The item must be returned in its original packaging
Proof of purchase must be provided

All returns must be approved prior to being sent back. Items returned without prior authorisation will not be accepted.

To request a return, please contact:
info@caprouge.com.au

Fees

Approved change-of-mind returns:

Incur a 10% restocking fee
Original shipping costs are non-refundable
Return shipping costs are the responsibility of the customer

Refunds will only be processed once the returned item has been received and inspected.

Items Not Eligible for Change of Mind Returns

The following items cannot be returned for change of mind:

Items returned outside the 30-day period
Batteries or electrical products that have been installed, connected, fitted, wired, altered, or used
Special order or custom-request items
Clearance or sale items (unless deemed faulty)
Gift cards

For safety and compliance reasons, lithium batteries and electrical products that have been installed or connected cannot be accepted for change-of-mind returns.

This does not affect your rights under Australian Consumer Law.

2. Faulty, Damaged or Incorrect Items

Please inspect your order upon delivery.

If your item is defective, damaged, not as described, or you have received the wrong product, please contact us as soon as possible with clear photos or video evidence so we can assess the issue and provide an appropriate resolution.

Where a product is confirmed to be faulty or incorrectly supplied, remedies will be provided in accordance with Australian Consumer Law.

3. Exchanges

The quickest way to exchange an item is to return the original item (subject to approval) and place a new order once the return has been processed.

4. Refund Processing

Once we receive and inspect your approved return, we will notify you of the outcome.

If approved:

Refunds will be issued to the original payment method
Processing may take up to 3–5 business days from approval
Your bank or card provider may require additional time to finalise the transaction

5. Order Cancellations (Buy Now Pay Later)

Orders paid using Buy Now Pay Later services (including Humm, Zip, or Afterpay) that are cancelled prior to dispatch will incur a 10% cancellation fee to cover non-refundable merchant fees charged by the payment provider.

6. Australian Consumer Law

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

This policy operates in addition to your rights under Australian Consumer Law.