Refund policy

Last updated: August 30, 2025

This Refund Policy governs the terms and conditions under which Captain Black's Gear Emporium (the "Site," "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. Standard shipping is available to customers within the continental United States and Washington, D.C., excluding Hawaii, Alaska, and Minnesota. Customers in Hawaii, Alaska, or Minnesota must contact us at thomas@captainblacks.app for special shipping arrangements, which may incur additional costs and are subject to our approval. All sales are final, except as provided herein for damaged or lost items.

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. If you do not agree, please do not make a purchase.

Returns at a Glance

Return window: No general returns. Damage/loss claims must be reported within 15 days of delivery (or expected delivery for loss), consistent with Shipsurance claim requirements. Discretionary returns (if approved on a case-by-case basis) must be requested within 30 days of delivery.
Who pays return shipping: We pay for approved damage/loss claims; customer pays for all other returns (including any discretionary returns), and return shipping must be insured.
Restocking fee: 15% applies to refused deliveries and any discretionary returns.
How to start: Email thomas@captainblacks.app for RMA and instructions.

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.

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.

Eligibility for Refunds or Claims

All sales are final, except for items that arrive damaged or are lost in transit. Returns or claims are accepted only for these reasons, subject to the conditions outlined below. We do not accept returns or issue refunds for any other reason, including change of mind, improper use, or failure to verify product compatibility. Customers must report damage or loss within 15 days of delivery (for damage) or expected delivery (for loss), as confirmed by the carrier's tracking information. This 15-day reporting period is required under Shipsurance claim rules; claims reported after this period are ineligible for coverage and cannot be refunded. Customers must fully inspect and test all equipment within this 15-day period, as we are not liable for issues reported thereafter.

Discretionary Returns (Non-Damaged, Non-Lost Items)

While all sales are final except in cases of damage or loss, we may, at our sole discretion, authorize a return for reasons outside those defined in this Refund Policy. Such discretionary returns are rare and evaluated strictly on a case-by-case basis. If approved, these returns are subject to a non-negotiable 15% restocking fee, as well as deduction of all original shipping, return shipping, and insurance costs. Customer-arranged return shipping must be insured, and if the order subtotal exceeded $150, the return must use a signature-required service. In such cases, a refund will be issued for 85% of the original purchase price, less all associated shipping and insurance expenses. All discretionary return requests must be submitted within 30 days of delivery and pre-approved via email at thomas@captainblacks.app. Unauthorized returns will be refused and are not eligible for a refund.

Return Process for Full Refunds (Damaged or Lost Items)

To initiate a return for a full refund due to a damaged or lost item, you must:

Report the Issue: Contact us at thomas@captainblacks.app within 15 days of delivery (for damage) or expected delivery (for loss), providing your order number, a description of the issue, and, for damage, photographs of the damaged product and all original packaging. 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 do so voids Shipsurance insurance and return eligibility.
Obtain Approval: We will review your request and, if approved, provide a Return Merchandise Authorization (RMA) number and a prepaid return shipping label or instructions for reimbursement of reasonable shipping costs. Unapproved returns may be refused.
Return the item: For damaged items, ship the item back within 14 days of receiving the shipping label, in its original packing condition, including all original packaging, accessories, and documentation, using the provided prepaid shipping label or approved shipping method. You are responsible for securely packing the item to prevent further damage during transit. For lost items, no return is required, but the claim process will proceed as outlined below.

Partial Refunds for Minor Damage (Customer Keeps Item)

If the damage is minor (e.g., a broken key or dented side panel) and you wish to keep the item, you may request a partial refund to compensate for the damage. To request a partial refund:

Report the Issue: Contact us at thomas@captainblacks.app within 15 days of delivery, providing your order number, a description of the damage, photographs of the damaged item and all original packaging, and a statement that you wish to keep the item. 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 do so voids Shipsurance insurance and return eligibility.
Assessment: We will provide an initial estimate of the compensation based on the provided documentation, subject to Shipsurance's final determination. Shipsurance will assess the claim per their policies, determining the final refund amount, up to the declared value of the item. We will communicate the proposed amount to you for agreement.
Resolution: Upon your agreement to proceed, we will initiate a claim with Shipsurance. The partial refund will be issued only after Shipsurance approves the claim, typically within 30 days. No return of the item is required, but acceptance of the partial refund constitutes full settlement of the claim, and no further claims or returns for the same item will be accepted.

Claims and Refunds for Lost or Damaged Items

All shipments are insured through Shopify's Shipsurance insurance program covering loss, theft, or damage up to the insured value per package, subject to the terms and exclusions of Shipsurance's terms. Refund offers apply only to approved claims; unapproved returns are not eligible.

Lost Items: For items reported as lost within 15 days of the expected delivery date, we will initiate a claim with the carrier and Shipsurance. Refunds will be issued only after the carrier and Shipsurance complete their investigation process and declare the item a loss, typically within 30 days, subject to Shipsurance's 120-day claim filing deadline from the ship date.

Damaged Items (Full Refund): For items reported as damaged within 15 days of delivery and returned as outlined above, we will initiate a claim with Shipsurance. Customers must provide photographs of the damage and retain all original packaging, as these may be required for inspection; failure to retain packaging voids Shipsurance insurance and return eligibility. Refunds will be issued only after Shipsurance completes its investigation and approves the claim.

Damaged Items (Partial Refund): For minor damage where the customer keeps the item, the partial refund process above applies. The final refund amount will be determined by Shipsurance based on their assessment of the compensation, as per their policies.

Upon approval of a claim and receipt of a damaged item (if applicable), we will issue a full or partial refund to your original payment method (e.g., credit card, PayPal) within 3 business days. Full refunds include the original purchase price, excluding any shipping fees paid at purchase, unless otherwise agreed. Partial refunds cover the Shipsurance-approved compensation only. The time it takes for the refund to appear in your account depends on your payment processor's policies, which are beyond our control. You will be notified via email once the refund is processed.

Return Shipping

Return shipping costs: covered by us for approved claims of damage or loss; otherwise, customers are responsible, and any customer-arranged return shipping must be insured. Returns must be pre-approved. Unauthorized returns are not accepted and are not eligible for a 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.

Signature Failures

For orders with a subtotal over $150 (before taxes and shipping), a signature is required upon delivery. If a signature is missed and the order is returned, customers may choose:

Refund with Restocking Fee: A 15% restocking fee, covering our packing and handling efforts, will be deducted from the purchase price. The remainder, excluding any shipping costs (customer-paid or free shipping covered by us), will be refunded.
Reshipment: Customers may pay for reshipping, including mandatory Shipsurance insurance with a signature required.

Customers must retain all packing materials for 15 days or until damage claims resolve (typically 30 days). Failure to do so voids Shipsurance insurance and return eligibility, per our Refund Policy.

Inaccurate Addresses

Customers must provide accurate addresses. If an inaccurate address causes delivery failure, customers bear the loss if the item cannot be recovered. If recovered, customers may choose:

Refund with Restocking Fee: A 15% restocking fee, covering our packing costs, will be deducted from the purchase price. The remainder, excluding any shipping costs (customer-paid or free shipping covered by us), will be refunded.
Reshipment: Customers must pay for reshipping, including mandatory Shipsurance insurance with a signature required for orders over $150.

Customers are responsible for ensuring address accuracy, per our Refund Policy and Shipping Policy.

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.

State-Specific Terms

In compliance with state laws, the following terms apply:

Other States: In states like California, Florida, New York, Rhode Island, and Virginia, our no-returns policy and restocking fees are conspicuously displayed to override default return windows (e.g., 7-30 days). See our Terms of Service for details.

Contact

For questions about this Refund Policy, to report a lost or damaged 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.