Refund policy

Last updated: July 1, 2026

This Refund Policy applies to orders placed on or after July 1, 2026. Earlier orders remain subject to the policy in effect at the time of purchase.

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, "you" and "your" means you as the customer 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, you agree to the terms outlined herein.

Returns at a Glance

  • Standard returns: We accept standard returns within 15 days of carrier-confirmed delivery, subject to the requirements below.
  • How to start: Email thomas@captainblacks.app before shipping anything back. Unauthorized returns may be refused, returned to sender, delayed, or treated as ineligible for refund.
  • Return shipping: Customers pay return shipping for standard returns. For approved damage or material misdescription claims, we provide a prepaid return label or another approved return method if we require a return.
  • International returns: International orders are eligible for returns under this Refund Policy unless otherwise stated. Customers are responsible for international return shipping and all customs, duties, taxes, brokerage, handling, carrier, and import-related costs.
  • Restocking fee: A 15% restocking fee applies to standard returns, refused deliveries, missed-signature returns, incorrect-address returns, and approved discretionary returns. The fee does not apply to approved damage, loss, or material misdescription claims.
  • Ship-back deadline: Approved standard returns must be shipped within 5 business days after authorization.
  • Refund timing: Refunds 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.
  • Condition requirement: Returned items must be complete, unaltered, properly packed, and received in the same condition in which they were shipped, excluding documented carrier damage from the original outbound shipment.

Standard 15-Day Returns

We accept standard returns within 15 days of carrier-confirmed delivery. This standard 15-day return policy applies to all items, 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.

To request a standard return, email thomas@captainblacks.app within 15 days of carrier-confirmed delivery with your 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 you send an item back without prior authorization, you are responsible for any shipping costs and risk of loss, and we may return the shipment to you at your expense.

Standard Return Costs, Shipping, and Refunds

Customers pay return shipping for standard 15-day returns. A 15% restocking fee applies to the item purchase price on standard returns for non-damage, non-loss, and non-misdescription reasons. 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. We may help customers find an affordable return label through Shippo, Pirate Ship, or another reputable label provider, but 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. 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.

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, 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. Please include your 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.

Customers must fully inspect and test all equipment within the applicable 15-day reporting period. 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 initiate a claim with the carrier and 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 your original payment method within 5 business days.

Partial Refunds for Minor Damage or Issues

If damage or another issue is minor and you wish to keep the item, you may request a partial refund by contacting thomas@captainblacks.app within 15 days of delivery. Please include your order number, a description of the damage or issue, photographs and/or video of the item and all original packaging, and a statement that you wish 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 you for agreement. Partial refunds are handled at our sole discretion and must be agreed to in writing. Upon your 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.

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, not as damage or material misdescription claims.

Discretionary Returns After 15 Days and Exchanges

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.

At our sole discretion, we may approve an exchange or similar arrangement in writing. If an exchange is approved, we may waive or reduce the restocking fee, apply the returned item value toward a new purchase, charge or refund any price difference, and set shipping requirements for the replacement item.

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. This Refund Policy does not constitute a warranty under applicable law, and no additional warranties are implied or offered beyond the terms herein.

Money-Back Guarantee

All items sold by Captain Black's Gear Emporium are guaranteed to arrive as described. 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. 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.

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.

European Union, EEA, and United Kingdom Consumer Withdrawal Rights

This section applies only to eligible consumers located in the European Union, European Economic Area, or United Kingdom. It does not apply to customers located in the United States, Canada, Japan, Australia, New Zealand, or other jurisdictions outside the European Union, European Economic Area, or United Kingdom. Eligible consumers may exercise their statutory 14-day withdrawal right by submitting our EU Withdrawal Form within 14 days of receiving their order.

Customers exercising a valid withdrawal right are responsible for return shipping costs unless applicable law requires otherwise. Returned items must be shipped within 14 days of providing notice of withdrawal and must be returned complete and in substantially the same condition in which they were received.

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. Refunds apply only to captured payments. Canceled orders receive no charge. Contact thomas@captainblacks.app for payment inquiries.

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.