Returns and Refunds

Every cap on MADCAP is custom-embroidered to your design. We can't resell it if you change your mind, so the cap is non-returnable except in three cases:

• The cap arrives with a manufacturing or embroidery defect.
• We sent you the wrong design, wrong cap color, or wrong size.
• The cap arrives damaged in transit.

In any of these cases, contact us within 14 days of delivery with photos and we'll replace or refund. Your choice.

The embroidery on your cap was stitched specifically to a design you commissioned through MADCAP. We can't resell it to anyone else. Returning it would mean we absorb the full production cost, which the "custom-goods exemption" in most consumer-protection regimes recognizes as unreasonable.

We honor this exemption explicitly. See the EU section below for how this applies to EU consumers under Article 16(c) of the Consumer Rights Directive (2011/83/EU).

A "defect" means a manufacturing or embroidery flaw that's objectively wrong: loose threads pulling out, a color that doesn't match what was approved at the lock step, fabric tears, missing elements from the approved design. This does not include:

• The embroidery looking different from your screen. Embroidery has texture, thread direction, and stitch density that screens can't fully replicate. Our preview is an honest simulation, not a pixel-perfect match.
• Color variation within normal printing tolerance.
• You changing your mind about the design after locking it.
• Size issues if the cap size you ordered matches what we shipped (sizing variation across cap styles is normal).

If we sent you the wrong item (wrong design, wrong cap color, wrong cap style), that's our error and we'll make it right.

Within 14 days of delivery:

1. Email eytan@redbeard.co.il with subject line "Refund request" and your order ID.
2. Attach photos that clearly show the defect or the wrong item.
3. Tell us if you want a refund or a replacement. Replacements ship free; we'll send a replacement using the same production specs.

We'll respond within 3 business days. If the issue is confirmed, we'll arrange the replacement or refund within 7 business days of confirmation.

Refunds are issued to the original payment method via PayPal. PayPal-side processing typically takes 3–10 business days depending on your card issuer. Shipping fees are refunded only if the issue is our fault (defect, wrong item, damaged in transit).

For replacements, we don't ask you to ship the defective cap back unless we specifically request it (we'd cover return shipping if we did).

EU consumer law (Consumer Rights Directive 2011/83/EU) gives you 14 days to withdraw from most online purchases without stating a reason, the "cooling-off" period.

Custom embroidery is excludedfrom the cooling-off right by Article 16(c), which exempts "goods made to the consumer's specifications or clearly personalised." Each cap you design on MADCAP is custom-embroidered to your specification, so this exemption applies. We're flagging this explicitly so you know before you order.

Defects, wrong items, and shipping damage are NOT covered by this exemption. Your statutory rights to a remedy in those cases are unaffected.

If the carrier marks your package as delivered but you didn't receive it, contact us within 7 days of the delivery date, and we'll work with the carrier to trace it. If a trace shows the package is lost, we'll ship a replacement at no cost.

If your package arrives visibly damaged (torn box, crushed), photograph the package before opening and email us the photos.

For shipping details, see our Shipping Policy.

Refund or replacement requests: eytan@redbeard.co.il.