Refund - General

The satisfaction of our customers is especially important to us.
If there is a complaint, the captain will of course be happy to help you. Should we be sailing the seven seas again, it may take a little longer to answer your request.
We ask for your indulgence and patience, you will get an answer from us in any case.

Overview
- So funktioniert´s
- Are there articles that are excluded from the revocation?
- Complaints about enamel mugs
- What about my refund?
- How do I know if you have received my return?

So funktioniert´s:
In principle, you can revoke your contract declaration within fourteen days without giving reasons.

In order to exercise your right of withdrawal, you simply have to inform us of your decision by means of a clear statement in text form, e.g. by e-mail: support@derkaptein.com.

You will bear any costs for the return shipment, unless otherwise agreed with us.

Are there articles that are excluded from the revocation?
The right of withdrawal does not apply to goods that we produce individually for you. You can find more about this under: Refunds - Clothing .

Damage due to wear and tear or your own fault, fading, incorrect care or careless handling cannot be claimed.

Furthermore, irregularities in our enamel mugs are not grounds for complaint.

Complaints about enamel mugs:
The production of enamel mugs is extremely complex.
Simply put, a glassy, inorganic coating is melted or melted onto metal at high temperatures. enamelled.
Due to this unique manufacturing process, irregularities may occur in places, which, however, do not constitute a reason for complaint.
These include, among others:
  • Small black dots less than 1mm in size
  • An irregular white coating on the cup and handle
  • Slight swellings, dents or other irregularities without loss of enamel

In the case of major damage such as a chipped enamel layer or obvious printing errors, you will of course receive a replacement from us immediately.

What about my repayment?
After the goods have arrived in perfect condition, meaning unused and intact, at our warehouse, we will refund the purchase price to the payment method you originally used within 14 days.
Refunds to another means of payment are not possible.
Original packaging such as bionets or accessory boxes must also be returned undamaged.
The shipping costs incurred outside of Germany will not be reimbursed by us.

How do I know if you have received my return?
As soon as we have received your return, we will send you an e-mail to inform you that we have received your return.
If you have not received a confirmation of receipt from us 10 days after sending your return, please contact: support@derkaptein.com
We are not responsible for packages unless there is proof of shipment with a tracking number.