Refund policy

Last updated: September 18, 2026

Orders remain subject to the Refund Policy in effect at the time of purchase. Later updates do not change the terms of earlier orders.

This Refund Policy governs the terms and conditions under which Captain Black's Gear Emporium ("we," "us," or "our") accepts returns and issues refunds for products purchased from captainblacks.app (the "Site") or through our services (collectively, the "Services"). For purposes of this Refund Policy, "customer" refers to a person purchasing products from us.

We back every purchase with a simple promise. All items are guaranteed to arrive as described. See our Money-Back Guarantee for details.

Please read this Refund Policy carefully before making a purchase. By purchasing from our Site or using our Services, customers agree to the terms outlined herein.

Returns at a Glance

  • Standard 15-Day Returns

    We accept 15-day standard returns from the date of carrier-confirmed delivery. A 15% restocking fee applies to the item purchase price, subject to the requirements below.

    • About the restocking fee: The fee helps our small shop recover order costs while keeping prices competitive. At our sole discretion, we may waive or reduce the restocking fee in writing. Read more below.
    • How to start: Customers may request a return by emailing thomas@captainblacks.app within 15 days of delivery. We are happy to assist with the return process. Return authorization is required before an item is shipped back.
    • Return costs: Customers are responsible for return shipping, including international return shipping and related import costs. Buyer-paid original shipping charges are not refundable.
    • Condition and packaging: Items must be returned complete, unaltered, properly packed, and in the same condition in which they were shipped. Customers must retain original packing materials and follow the insurance and signature requirements below.
    • Ship-back deadline: Approved standard returns must be shipped within 5 business days after authorization.
    • Refund timing: Refunds for eligible standard returns are issued within 5 business days after the returned item is received and inspected.

  • Damage, Loss, or Material Misdescription

    We stand behind our Money-Back Guarantee and handle these claims separately from standard returns. The 15% restocking fee does not apply to approved claims.

    • How to report an issue: Customers must email thomas@captainblacks.app within 15 days of delivery for damage or material misdescription, or within 15 days of the carrier's expected delivery date for loss.
    • Documentation and packaging: Customers must provide the order number and a description of the issue, retain the item and original packaging where received, and follow the documentation requirements below. Video evidence of all claimed faults is required. Any approved alternative documentation arrangements must comply with Shipsurance requirements.
    • Return shipping: If we require a return for an approved damage or material misdescription claim, we provide a prepaid return label or another return method approved by us in writing. Items must not be shipped back without authorization.
    • Ship-back deadline: Approved damage or material misdescription returns must be shipped within 14 days unless we agree otherwise in writing.
    • Refund timing: Lost-shipment refunds follow completion of the carrier and Shipsurance investigations. Approved damage refunds are issued within 5 business days after claim approval and any required return and inspection. Material misdescription claims are resolved under the Money-Back Guarantee below.

Standard 15-Day Returns

We accept 15-day standard returns from the date of carrier-confirmed delivery. A 15% restocking fee applies to the item purchase price. This standard 15-day return policy applies to eligible items, subject to the export-forwarding exclusion below, provided the customer follows the return authorization process, ships the item back on time, and returns the item complete, unaltered, properly packed, and in the same condition in which it was shipped.

Customers may request a standard return by emailing thomas@captainblacks.app within 15 days of carrier-confirmed delivery with the order number, the item being returned, and a brief reason for the return. Return authorization must be obtained before the item is shipped back. Once a standard return is approved, the return must be shipped within 5 business days. If the return is not shipped within 5 business days after authorization, the authorization expires, and a new return authorization must be requested and is not guaranteed.

Unauthorized returns may be refused, returned to sender, delayed, or treated as ineligible for refund. If an item is shipped back without prior authorization, the customer is responsible for any shipping costs and risk of loss, and we may return the shipment at the customer's expense.

Standard Return Costs, Shipping, and Refunds

The 15% restocking fee is not intended to be punitive. As a small shop, we work hard to offer competitive prices while giving each order individual care. The fee helps offset packing materials, shipping insurance, and the time spent preparing the order and processing the return, along with outbound shipping costs we absorb on orders with free shipping. These expenses remain even when an item is returned, and recovering a portion of them allows us to continue offering standard returns. The restocking fee may be waived or reduced only at our sole discretion and only in writing. Waiving or reducing the fee in one case does not create any obligation to do so in another case.

Customers are responsible for return shipping for standard 15-day returns, in addition to the 15% restocking fee described above. Buyer-paid original shipping charges, if any, are not refundable. Applicable taxes are refunded through Shopify's refund process.

For items valued at $150 or more, return shipping must be fully insured for the purchase value and must require signature confirmation on delivery. For items valued under $150, customers remain responsible for the return shipment until delivery, but additional insurance and signature confirmation are not required unless we require them in the return authorization. Customers may compare return shipping rates through services such as Shippo, Pirate Ship, or another provider of their choice. Customers are responsible for reviewing the provider's terms and confirming that the selected shipping service and insurance meet this Refund Policy's return requirements. Customers remain responsible for the cost, label purchase, carrier handoff, tracking, insurance, delivery, and any return-shipment claim.

Customers are responsible for the standard return shipment until the item is physically received by us. If a standard return shipment is lost, destroyed, underinsured, damaged, misdelivered, delivered without required signature confirmation, or otherwise fails to arrive in the required condition, the refund may be delayed, reduced, or denied depending on the facts and any claim outcome. If a standard return shipment is lost or damaged in transit, the customer is responsible for working with the carrier or insurer to resolve the claim because the customer is the return shipper. We will provide reasonable documentation when appropriate, such as photos, proof of item value, inspection notes, or documentation of damage upon return.

Refunds for standard returns are issued within 5 business days after the returned item is received and inspected, provided the return is complete, undamaged, unaltered, properly packed, and eligible for refund. Refunds may be delayed if there is a return-shipment claim, damage issue, missing item, missing accessory, tampering issue, security seal issue, unmatched serial number, unresolved delivery issue, or other condition or value issue that prevents final refund calculation.

Restocking Fee Waivers, Trade-Ups, and Exchanges

At our sole discretion, we may waive or reduce the 15% restocking fee for any approved return. Circumstances we may consider include, but are not limited to, a trade-up or exchange, the customer's purchase history or prior relationship with us, or another situation where we determine that a waiver or reduction is appropriate as a courtesy. Any waiver or reduction must be approved by us in writing and does not create an obligation to provide the same accommodation in any other case.

For an approved trade-up or exchange, the customer may apply the approved value of the returned item toward another item. The customer remains responsible for return shipping and for reimbursing our original outbound shipping cost on the returned item, including shipping that was included at no charge as part of a free shipping offer. Any price difference must be paid before the replacement item ships. All return authorization, timing, packaging, insurance, signature, condition, inspection, and other requirements in this Refund Policy continue to apply.

Damage, Loss, or Material Misdescription

Damage, loss, or material misdescription from the original outbound shipment is handled separately by our Money-Back Guarantee. For approved claims involving damage, loss, or material misdescription, the 15% standard return restocking fee does not apply. If we require a return for an approved damage or material misdescription claim, we provide a prepaid return label or another return method approved by us in writing.

If an item arrives damaged, is lost in the original outbound shipment, or is materially misdescribed, customers must contact us at thomas@captainblacks.app within 15 days of delivery for damage or material misdescription, or within 15 days of the expected delivery date for loss, as confirmed by carrier tracking. The request should include the order number, a description of the issue, and photographs and/or video of the product and all original packaging.

For functional or intermittent issues, the video must be a single continuous, unedited recording that clearly shows the unit powering on, the serial number where applicable, the issue occurring, the basic power and cable setup, and clear audio or visual evidence of the issue where applicable. At our sole discretion, we may approve alternative documentation arrangements in writing on a case-by-case basis, such as separate recordings of an intermittent fault and the serial number. Video evidence of all claimed faults remains required. Alternative documentation arrangements do not waive Shipsurance requirements. Customers must cooperate with reasonable documentation and inspection requests.

Customers must fully inspect and test all equipment within the applicable 15-day reporting period. Our review of a timely reported issue may continue after that period, subject to applicable insurance claim deadlines and documentation requirements. Continued review does not extend reporting or insurance claim deadlines. Issues reported after the applicable 15-day reporting period may be ineligible for a damage, loss, or material misdescription claim.

Customers must retain all original packaging and materials until the claim is resolved, as these may be required for inspection by the carrier or Shipsurance. Failure to retain the original packaging may void Shipsurance insurance and return eligibility. If a return is required, the item must be returned complete, in its original packing condition, including all original packaging, accessories, and documentation, using the provided prepaid shipping label or another return method approved by us in writing. Customers remain responsible for securely packing the item to prevent further damage during transit. If we provide a prepaid return label or another approved return method for a damage or material misdescription claim, the item must be shipped within 14 days unless we agree otherwise in writing.

For clarity, "damage" means physical or functional damage that was not disclosed in the product description or shown in listing photos. Cosmetic wear, disclosed flaws, imperfections shown in photos, normal vintage behavior, subjective preference, compatibility mistakes, and known model limitations are not treated as damage or material misdescription claims. These issues remain eligible for the standard 15-day return process when the standard return requirements are met.

For lost outbound shipments, we will review carrier tracking, request carrier assistance where available, and file an insurance claim with Shipsurance. Refunds for lost outbound shipments are issued only after the carrier and Shipsurance complete their investigation process and declare the item a loss, except where we agree otherwise in writing. For damaged items, refunds are issued after the claim is approved and, if applicable, after the item is returned and inspected. Upon approval of a claim and receipt of a damaged item when a return is required, we will issue the approved full or partial refund to the original payment method within 5 business days.

Partial Refunds for Minor Damage or Issues

If damage or another issue is minor and the customer wishes to keep the item, a partial refund may be requested by contacting thomas@captainblacks.app within 15 days of delivery. The request should include the order number, a description of the damage or issue, photographs and/or video of the item and all original packaging, and confirmation that the customer wishes to keep the item. For functional or intermittent issues, the documentation requirements described above still apply.

We will review the documentation and communicate any proposed partial refund amount to the customer for agreement. Partial refunds are handled at our sole discretion and must be agreed to in writing. Upon the customer's agreement to proceed, we will process the agreed partial refund or, where applicable, initiate a claim with Shipsurance. Acceptance of a partial refund constitutes full settlement of the issue addressed by that partial refund, and no further claims or returns for the same issue will be accepted unless otherwise agreed in writing.

Return Requirements for All Shipped-Back Items

This section applies to all approved returns where an item is shipped back to us, including standard 15-day returns, approved discretionary returns, and approved returns for damage or material misdescription.

Customers must retain all original packing materials during the 15-day return window. Returned items must be shipped back in the original packing materials and packed with the same quality and care used when the item was originally shipped. Alternate packing may be used only if we approve it in writing before the return is shipped. This requirement is especially important for synthesizers, Yamaha NS-10 monitors, studio monitors, rack gear, fragile electronics, heavy equipment, vintage equipment, high-value restored items, and sensitive parts.

Returned items must include the original item and all included accessories, parts, power supplies, cables, manuals, cases, removable components, adapters, rack ears, packaging, documentation, included extras, and anything else included in the original sale. Returned items must also be the exact item originally shipped. Serial numbers, security seals, part markings, board markings, component markings, photos, identifying features, and included accessories must match where applicable.

All approved returns must be received in the same physical condition as originally shipped, excluding documented carrier damage from the original outbound shipment. Missing parts, missing accessories, missing packaging, new physical damage, new functional damage, inadequate packing, unapproved alternate packing, unmatched serial numbers, broken or removed security seals, tampering, required cleaning, repair costs, replacement parts, labor, or other loss in value may be deducted from the refund or may make the return ineligible, depending on severity.

Security Seals, Tampering, and Part Swapping

Some items may include security seals, tamper-evident labels, marked fasteners, internal markings, photographed serial numbers, seal numbers, or other identifying controls to verify item condition and prevent part swapping. If a security seal is removed, broken, altered, missing, or does not match our shipment record, the item may be treated as opened, altered, tampered with, or part-swapped.

Items that have been opened, disassembled, modified, repaired, altered, part-swapped, adjusted internally, or tampered with after delivery are not eligible for a standard 15-day return unless we approve otherwise in writing. If such a return is accepted at our discretion, any loss in value, repair cost, cleaning cost, inspection cost, replacement parts, missing components, labor, or resale impact may be deducted from the refund.

Uninstalled parts, or parts tested without soldering or other permanent installation, such as an LCD display with removable connections, remain eligible for standard returns if complete, undamaged, and otherwise compliant with this Refund Policy.

Delivery Failures, Signature Failures, and Inaccurate Addresses

For orders with a subtotal over $150 before taxes and shipping, a signature is required upon delivery. Customers must provide accurate shipping addresses and accept delivery when signature confirmation is required.

If a signature is missed, delivery is refused, an inaccurate address causes delivery failure, the customer fails to pick up the package from the carrier, or the order is otherwise returned due to a customer-caused delivery issue, the return may be treated as a standard return if the item is recovered safely, complete, and in the required condition. The 15% restocking fee applies. Buyer-paid original shipping charges, if any, are not refundable. Additional carrier fees, return shipping fees, damage, missing items, or loss in value may also be deducted from the refund.

If the item cannot be recovered, customers bear the loss. If the item is damaged or lost during the return-to-sender process, any refund may be delayed until the carrier or insurance claim is resolved and the item's final condition and value are known, unless we agree otherwise in writing. If reshipment is approved, customers must pay for reshipping, including required insurance and signature confirmation where applicable.

Vintage, Used, Restored, and Legacy Equipment

Many items sold are vintage, used, restored, or legacy electronic instruments and may exhibit behaviors, limitations, or quirks that are inherent to the model and well documented within the user community. It is the customer's responsibility to research and understand the normal operational characteristics and compatibility requirements of a product before purchase.

Known model limitations, disclosed flaws, cosmetic wear shown in photos, normal vintage behavior, subjective preference, compatibility mistakes, legacy software limitations, operating system compatibility issues, Total Integration or Overbridge-style compatibility issues, and edge-case behavior that does not prevent normal operation do not constitute a defect. These issues are handled under the standard 15-day return policy unless they contradict a specific description or compatibility statement we made for the item.

Discretionary Returns After 15 Days

After the 15-day return window, we may, at our sole discretion, authorize a discretionary return on a case-by-case basis. Discretionary returns are not guaranteed and must be requested within 30 days of delivery. Customers must retain all original packing materials to qualify for a discretionary return. If approved, discretionary returns are subject to a 15% restocking fee, as well as any additional shipping, insurance, carrier, repair, cleaning, repacking, missing item, or loss-in-value deductions we determine are appropriate.

All discretionary return requests must be submitted by email at thomas@captainblacks.app and approved in writing before the item is shipped back. Unauthorized discretionary returns will be refused or returned to sender and are not eligible for a refund.

Our Commitment to Quality

With extensive experience shipping high-value items, such as synthesizers and studio monitors, we maintain a record of zero transit-related damage. All shipments are insured through Shopify's Shipsurance program to provide peace of mind. While issues are rare, we are committed to resolving eligible claims promptly and fairly in accordance with this Refund Policy and Shipsurance's terms. Nothing in this Refund Policy limits rights or remedies that cannot be waived under applicable law.

Money-Back Guarantee

This voluntary guarantee is subject to the prohibited export-forwarding exclusion below. References to shipment insurance concern the shipment we arrange and do not promise insurance for unauthorized onward transport.

Eligible items sold by Captain Black's Gear Emporium are guaranteed to arrive as described, subject to this Refund Policy. Every listing includes extensive photos and detailed notes, with all cosmetic flaws highlighted and any functional issues clearly disclosed. In the rare event an item arrives damaged, is lost in the original outbound shipment, or is materially misdescribed, please contact us within the applicable 15-day reporting period. We will resolve the matter in accordance with this Refund Policy and applicable law, which may include a full refund, partial refund, or return authorization. This guarantee does not cover normal wear, subjective preferences, compatibility mistakes, known model limitations, normal vintage behavior, or issues disclosed in the product description or photos.

International Orders

International orders are eligible for returns under this Refund Policy unless otherwise stated. For standard returns, customers are responsible for all international return shipping costs and return-related import costs, including tracking, insurance, signature confirmation, customs forms, duties, taxes, brokerage or handling charges, carrier charges, and any other import-related costs. For approved damage or material misdescription claims, we provide a prepaid return label or another return method approved by us in writing. Any costs associated with an alternative return method must be agreed to in writing before shipment.

International orders refused, abandoned, or returned due to unpaid VAT, duties, customs fees, brokerage or handling charges, import restrictions, or failure to complete customs requirements are not eligible for a refund, reshipment, or credit, except where required by applicable law. Buyers are solely responsible for understanding and paying all import charges required by their destination country.

Payment and Order Processing

All payments are manually captured after review to verify they are not fraudulent. We reserve the right to cancel any order for any reason, including suspected fraud, without explanation. Orders not placed via Shopify's Shop Pay may be canceled at our discretion. We highly recommend using Shop Pay for the best, most secure experience, protecting both parties. If an order is canceled before payment is captured, no payment is collected and no refund is required. A temporary authorization hold or pending transaction may still appear on the customer's account. The customer's bank or card issuer determines when the hold is released. If payment has already been captured when we cancel an order, we will refund the payment to the original payment method. Contact thomas@captainblacks.app for payment inquiries.

Synthesizers and High-Value Equipment: Export-Forwarding Exclusion

This restriction applies to all synthesizers, regardless of price, and to any other individual item listed on our site for $150 USD or more at the time the order is placed. No exceptions. These items may not be purchased for export or shipped to export brokerages, freight forwarders, reshipping services, or other intermediaries for shipment outside the United States. Customers must not use a friend, relative, business, mailbox, or purchasing agent to bypass this restriction. See our Shipping Policy.

If these items are delivered to a prohibited intermediary or are forwarded or exported in violation of this policy, no voluntary returns, refunds, exchanges, credits, replacements, or protection under our Money-Back Guarantee are available. This applies even when the arrangement was undisclosed and we did not detect it before shipment. Our acceptance, processing, or shipment of an order does not authorize the arrangement or waive this restriction.

The customer bears the risks and costs of unauthorized handling, repacking, storage, forwarding, export, customs clearance, and use abroad. We provide no reimbursement or shop-funded protection for loss, theft, damage, delay, seizure, non-delivery, duties, taxes, brokerage fees, return transport, or other costs arising from that activity. We do not arrange or provide insurance for unauthorized onward shipments.

If we cancel a prohibited order before shipment, any captured payment is refunded to the original payment method.

Changes to This Refund Policy

We may update this Refund Policy to reflect changes in our practices or for operational, legal, or regulatory reasons. We will post the revised Refund Policy on the Site, update the "Last updated" date, and take any other steps required by applicable law.

Contact

For questions about this Refund Policy, to report a lost, damaged, or materially misdescribed item, or to initiate a return or claim, contact us at thomas@captainblacks.app. We aim to respond within a few hours, but it may take up to 2 business days.