Returns and Refunds Policy - Medicus Caps
Purpose and Scope This policy outlines the terms under which Medicus Caps accepts returns, processes refunds, and handles product issues. By placing an order with us, you acknowledge and agree to these terms.
Made-to-Order Process Medicus Caps produces all items individually upon order placement. Our manufacturing process includes custom fabric cutting, personalised embroidery, and specialised construction using limited-run fabrics. No items are pre-made or warehoused, ensuring each product meets the specific requirements of individual customers.
Sizing Information: The fit of our caps depends on several personal factors:
- Hair volume and style
- Head circumference
- Individual wearing preferences
- Cap style selection
Special Considerations for Satin-Lined Caps Satin-lined caps include additional internal material that creates a more snug fit. We strongly recommend selecting one size larger than your standard size for these styles. This recommendation is based on extensive customer feedback and product testing.
Pre-Purchase Recommendations To ensure satisfaction with your purchase, we strongly advise:
- Contacting our support team (support@medicuscaps.com) for sizing guidance
- Ordering our sample pack to confirm your ideal size
- Discussing specific requirements before placing custom orders
Return Eligibility Eligible for Return:
- Items received with manufacturing defects
- Products damaged during shipping
- Incorrect items shipped (wrong size or style compared to order specifications)
- Products that materially differ from their website description
- Sample packs (with free UK return shipping)
Not Eligible for Return:
- Correctly manufactured items in the size ordered to the customers selection.
- Customised items (embroidered, satin-lined, or licensed fabric caps) that meet specifications.
- Items where size concerns arose after ordering without prior consultation.
- Products that have been worn, washed, or altered (except sample packs)
- Items without original packaging or documentation
Quality Inspection Requirements Upon receiving your order:
- Inspect all items immediately
- Document any issues with photographs
- Retain all original packaging
- Do not remove tags or alter the product
- Report any concerns within 48 hours of delivery
Return Process for Eligible Items
- Contact support@medicuscaps.com with your order number and issue description
- Await return authorisation and shipping instructions
- Package item securely with all original materials
- Ship using tracked service to protect both parties
- Retain proof of postage until refund is processed
Refund Processing For approved returns:
- Refunds will be processed within 14 days of receiving the return
- Original shipping costs are refunded only for incorrect or faulty items
- Refunds will be issued to the original payment method
- Processing fees may be deducted where applicable
Sample Pack Program Our sample program is designed to help customers find their perfect fit:
- Multiple sizes available for trying
- Full refund upon return
- Free UK return shipping
- No unworn requirement
- Professional cleaning after return
International Orders Additional considerations for international customers:
- Customer is responsible for return shipping costs unless item is faulty
- Import duties and taxes are non-refundable
- Return shipping must include tracking information
- International returns must be marked as "Returned Goods"
Licensed Products Our licensed fabric products are manufactured using materials from authorised third-party manufacturers. These items are custom medical garments made with licensed fabric, not direct merchandise from license holders. We cannot produce custom embroidery or printed fabric featuring any licensed or trademarked images without explicit written permission from the copyright holder.
Statutory Rights This policy complies with the Consumer Rights Act 2015. Your statutory rights regarding faulty, damaged, or misdescribed goods remain unaffected.
Policy Updates We reserve the right to update this policy at any time. Changes will be posted on our website and will not affect orders placed before the update.
Contact Information For any questions about returns or sizing: Email: support@medicuscaps.com Response Time: Within 2 business days
