At Caps-Gowns.com, we strive to provide the best customer experience. However, we understand that sometimes cancellations or refunds may be necessary. Please review our refund policy below to understand the process and conditions.

General Refund Guidelines

• Order Cancellation:
  • Customers can cancel their order within 24 hours of placement through our website.
  • After 24 hours, refunds are possible only if the production process has not started. In such cases, the production team will confirm the order status before processing the refund.
• Production-Stage Cancellations:
  • If the production team confirms that an order has been produced, a refund may still be issued with their approval if the produced items can be repurposed for another customer.
• Customized Orders:
  • Refunds are not applicable for orders with customizations, such as embroidered names or institutional details, as these items are personalized and cannot be reused.

Refund for Rented Gowns

• Security Deposit:
  • Customers will receive a refund for the security deposit upon returning the rented gown.
  • Refunds are issued in cash if the gown is returned at the venue or our store.
• Returns via Delivery or School Collection:
  • If the gown is returned through a delivery service or dropped off at the school, the refund will be issued via bank transfer.
  • Customers must contact our customer service team at customerservice@caps-gowns.com and provide their UAE bank account details for the refund transfer.

Refunds for Production Quality or Delivery Delays

• Quality Issues: Customers may request a refund if there are issues with the production quality.
• Delayed Deliveries: If the order is delivered after the graduation day, customers can request a refund.

Refund Timelines

• Refund requests related to canceled orders during the collection phase (before dispatch) will be processed once all orders from the respective school are dispatched.

• The refund timeline may vary from 1 week to 3 months, depending on the volume of orders and processing requirements.

Refund Method

• All refunds will be processed through bank transfers to UAE bank accounts, except for cash refunds issued during gown returns at the venue or store.