Returns & Refunds Policy

CAPTAINCYBERCHAMP.COM

Returns and Refunds Policy

Operated by Hackersjack Inc.

Effective Date: 23^rd March 2026    |    Last Updated: 26^th March 2026

Questions? Contact us: support@captaincyberchamp.com

Returns address: email us to get the closet return address.

1. Our Returns Promise

We want every KinderCyber purchase to put a smile on your family's face. If something is not right, we will do our best to make it right. Our returns policy is designed to be fair, clear, and straightforward.

We stand behind the quality of everything we sell. Whether you are buying a plush toy, a t-shirt, a sticker sheet, or a digital download, we want you to be completely satisfied. If you are not, this policy explains exactly what your options are and how to exercise them.

2. Eligibility for Returns

To be eligible for a return, your item must meet all of the following conditions:

Returns that do not meet these conditions may be declined or may result in a partial refund at our discretion. We will always contact you before making this decision.

3. Items That Cannot Be Returned

The following items are not eligible for return or refund unless they arrive damaged, defective, or materially different from their description:

4. How to Start a Return

Starting a return is straightforward. Follow the steps below and we will guide you through the rest.

1.     Email us at support@captaincyberchamp.com with the subject line 'Return Request'.

2.     Include in your email: your order number, the item or items you wish to return, and the reason for the return (for example: changed mind, wrong size, arrived damaged).

3.     We will respond within 2 business days with a Return Merchandise Authorisation (RMA) number and instructions on where to send your item.

4.     Write your RMA number clearly on the outside of the parcel. Returns sent without an RMA number may be delayed or refused.

5.     Send your item to the returns address using a tracked shipping method. We recommend keeping your proof of postage until your refund or exchange is confirmed.

6.     Once we receive and inspect your return, we will process your refund or exchange within 5 to 10 business days and send you a confirmation email.

5. Packaging and Sending Your Return

Packing your return carefully helps ensure it arrives in good condition, and your refund or exchange can be processed without delay.

5.1 How to Pack Your Return

•        Use the original packaging if available. If not, use a sturdy box or padded envelope appropriate for the item.

•        Wrap fragile items such as mugs or figures in bubble wrap or tissue paper.

•        Include a copy of your order confirmation or a note with your name, order number, and RMA number inside the parcel.

•        Write your RMA number clearly on the outside of the parcel.

5.2 Shipping Your Return

•        Use a tracked, signed-for delivery service. We strongly recommend this as we are unable to process refunds for items lost in transit on the way back to us if no tracking is available.

•        Keep your proof of postage receipt until your refund or exchange is confirmed.

•        We recommend insuring high-value items for return shipping.

•        Do not use an express or same-day courier service without contacting us first, as these may not be accepted at our returns address.

5.3 Returns Address

Please email support@captaincyberchamp.com to get closest address.

Please note, this is a returns processing address only. Visits without prior appointment cannot be accommodated.

6. Refunds

6.1 Refund Timeline

Once we receive your returned item, we will inspect it and process your refund within 5 to 10 business days. You will receive an email confirmation when your refund has been approved and processed.

After we process the refund, please allow the following additional time depending on your payment method:

6.2 What You Will Be Refunded

Depending on the circumstances of your return, you will receive one of the following:

•        Full refund of the item price: for eligible returns meeting all conditions in Section 2, or for any faulty, damaged, or incorrectly dispatched items.

•        Full refund of the item price plus original shipping: for items that were damaged on arrival, incorrect, or materially misdescribed.

•        Partial refund: at our discretion, where an item is returned in a condition below the standard required under Section 2. We will always contact you before issuing a partial refund.

6.3 Original Shipping Costs

Original shipping costs are non-refundable for change-of-mind returns unless the item was faulty, damaged, or incorrectly sent. Original shipping costs are always refunded for items that arrive damaged, defective, or not as described.

6.4 Refund Method

Refunds are issued to the original payment method used at checkout. We are unable to issue refunds to a different card, account, or method than the one used for purchase. If your original payment method is no longer available (for example, an expired card), please contact us at support@captaincyberchamp.com and we will discuss an alternative.

7. Exchanges

We are happy to exchange eligible items for a different size or colour within the 30-day returns window, subject to stock availability.

7.1 How to Request an Exchange

•        Email support@captaincyberchamp.com with the subject line 'Exchange Request'.

•        Include your order number, the item you wish to exchange, and the size or variant you would like instead.

•        We will confirm availability and provide you with an RMA number and return instructions.

•        Send the original item back to us using a tracked service.

•        Once we receive the returned item and confirm it is in eligible condition, we will dispatch the replacement. If your preferred replacement is out of stock, we will offer you a full refund or alternative.

7.2 Exchange Shipping

For change-of-mind exchanges, the customer is responsible for return shipping costs. We will cover the cost of shipping the replacement item to you for your first exchange per order. Subsequent exchanges on the same order may incur a standard shipping fee.

For exchanges due to our error (wrong item sent, defective product), we will cover all shipping costs both ways. See Section 8.

8. Damaged, Defective, or Incorrect Items

8.1 What Qualifies

•        Item arrived visibly damaged in transit (broken, torn, crushed).

•        Item has a manufacturing defect (poor stitching, incorrect print, colour bleeding, missing parts).

•        Wrong item sent (different product, size, or colour from what you ordered).

•        Item is materially different from its description or images on the Website.

8.2 How to Report a Damaged, Defective, or Incorrect Item

7.     Email support@captaincyberchamp.com within 14 days of receiving your order.

8.     Use the subject line 'Damaged Item' or 'Wrong Item' as appropriate.

9.     Include your order number and a clear photograph showing the damage, defect, or incorrect item. A photograph of the outer packaging is also helpful for transit damage claims.

10.  We will assess your report and respond within 2 business days with a resolution.

We do not require you to return damaged or defective items unless we specifically request it. If we do ask for a return in these circumstances, we will provide a prepaid return label at our cost.

8.3 Resolution Options

For items that are damaged, defective, or incorrectly sent, we offer the following at your choice:

•        A full replacement item dispatched at our expense.

•        A full refund of the item price and original shipping costs.

•        Store credit for the full value, if preferred.

We aim to dispatch replacements within 3 to 5 business days of confirming your claim.

9. Missing or Lost Orders

We understand how frustrating a missing delivery can be. If your order has not arrived within the expected delivery window, please follow these steps:

9.1 Check Your Tracking

All orders are dispatched with a tracking number sent in your shipment confirmation email. Please check your tracking information before contacting us, as it may show:

•        The parcel is still in transit and within the estimated delivery window.

•        A delivery attempt was made and the parcel is being held at a local post office or collection point.

•        The parcel has been delivered to a neighbour or safe place.

9.2 When to Contact Us

If your tracking shows no movement for more than 7 business days, or if your order has not arrived within the following timeframes from the dispatch date, please contact us:

Note: Delivery timeframes are estimates and may be affected by customs clearance, public holidays, or carrier delays outside our control.

9.3 Lost in Transit Claims

If we determine that your parcel has been lost in transit, we will either dispatch a replacement order or issue a full refund at your preference. We will lodge a claim with the carrier on your behalf. Lost in transit claims must be submitted within 60 days of the original dispatch date.

10. Return Shipping Costs

Who pays for return shipping depends on the reason for the return:

We do not offer free returns labels for change-of-mind returns at this time. We recommend using your national postal service for cost-effective tracked returns.

11. International Returns

We accept returns from all countries we ship to. International returns follow the same eligibility conditions and process as domestic returns, with the following additional notes:

11.1 Customs and Duties

When returning items from outside Australia, please mark the parcel clearly as 'RETURNED GOODS' and declare the contents accurately on the customs form. We recommend using the original customs declaration values. Incorrectly declared parcels may be held by customs and cause delays.

Any import duties or taxes charged on the return parcel are the responsibility of the sender. We are unable to refund duties or taxes levied in your country on the original purchase.

11.2 Return Shipping Costs for International Orders

International return shipping costs for change-of-mind returns are the customer's responsibility. For damaged, defective, or incorrect items dispatched internationally, we will provide a prepaid return label or, where this is not cost-effective, we may ask you to dispose of the item locally and send photographic evidence, in which case we will issue a full refund without requiring the return.

11.3 Consumer Rights by Country

Your statutory consumer rights under your local law are not affected by this policy. Key consumer protection frameworks include:

12. Print-on-Demand Products

12.1 What Counts as a Fault in a Print-on-Demand Item

•        Significant colour variation from the product image displayed on the Website (minor variations due to screen calibration are not considered faults).

•        Blurred, smeared, cracked, peeling, or incomplete print.

•        Manufacturing defects including poor stitching, holes, or structural flaws.

•        Wrong design, wrong colour, or wrong size delivered versus what was ordered.

•        Item arrives damaged due to packaging failure in transit.

12.2 Sizing for Print-on-Demand Garments

We provide a size guide on every garment product page. We strongly recommend consulting the size guide before purchasing, as print-on-demand garments cannot be exchanged for a different size under a change-of-mind return.

If a garment does not fit as expected but is not faulty, we are unable to accept a return. Please use the size guide carefully. If you are between sizes, we recommend sizing up.

12.3 How to Report a Faulty Print-on-Demand Item

Email support@captaincyberchamp.com within 14 days of receiving your order. Include your order number and clear photographs of the fault. We will assess your claim within 2 business days and arrange a replacement or refund.

13. Your Statutory Rights

This Returns and Refunds Policy does not limit or exclude your statutory rights under applicable consumer protection law. In many jurisdictions, consumer law provides rights that are broader than, or in addition to, the terms of this policy.

In particular:

Australia

Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

United Kingdom

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If goods do not meet these requirements, you have a right to a repair, replacement, or refund. Under the Consumer Contracts Regulations 2013, you have a 14-day right to cancel an online order and receive a full refund. Our 30-day policy extends this right further.

European Union

Under the EU Consumer Rights Directive and the Sale of Goods Directive, you have a minimum 2-year legal guarantee on goods purchased from us. You also have a 14-day right of withdrawal from distance contracts (extended to 30 days by this policy). Your right of withdrawal does not apply to custom-made or personalised goods.

New Zealand

Under the Consumer Guarantees Act 1993, goods must be of acceptable quality, fit for purpose, and match their description. If they are not, you are entitled to have the problem remedied, receive a replacement, or receive a refund.

Nothing in this policy affects your statutory rights. If you believe your statutory rights entitle you to a remedy beyond what this policy describes, please contact us and we will review your situation in accordance with the applicable law.

14. Contact Us

Our customer support team is available to help with any returns, refunds, or order queries. We aim to respond to all enquiries within 2 business days.

When contacting us, please always include your order number. This allows us to locate your order quickly and resolve your query without unnecessary back-and-forth.

(c) 2026 Hackersjack Inc.  |  captaincyberchamp.com  |  support@captaincyberchamp.com