How long do I have to cancel my order?
Customers can cancel their order within 14 days of receiving it. Just email hello@capsure.uk with the order number to start the process. After confirmation, you have another 14 days to return the goods.
Can I return opened supplements?
Opened supplements or items with broken seals cannot be returned unless they are faulty. This rule helps maintain product safety and hygiene. If a product is damaged or defective upon arrival, we will arrange for a replacement or refund.
How should I return my items?
Returned products should be unused, sealed, and ideally in their original packaging. Please include the order number inside the parcel. We recommend using a tracked postal service to ensure safe delivery.
Who pays for the return postage?
If an item is faulty, damaged, or incorrect, we cover the return postage. For returns based on a change of mind, customers must pay for the postage. Using a tracked service helps confirm safe delivery.
When will my refund be processed?
Refunds are processed within 14 days after we receive the returned items. The amount will go back to the original payment method. Standard delivery charges are refunded, but fees for Express or Next-Day upgrades are not.
Can I exchange an item instead of getting a refund?
They do not process exchanges directly. The quickest way to get a replacement is to return the product for a refund and place a new order for the item you want.
What if I received the wrong or faulty item?
If you get an incorrect or faulty item, contact support within 30 days. We will arrange for a refund or replacement, and we will cover the return postage if needed.
How do refunds work for undelivered or uncollected parcels?
If a parcel is undelivered or uncollected, the refund will cover the product price only. The costs for the carrier’s outbound and return delivery will be deducted from the total refund.
Which delivery charges are refunded?
Standard delivery costs are refunded for returned items. However, charges for Express or Next-Day delivery upgrades are non-refundable unless the item is faulty.
How can I ensure my return is received safely?
They strongly advise using a tracked postal service for returns. This provides confirmation of delivery and helps ensure that the refund or replacement process goes smoothly.