Refund policy

1.  We allow returns and exchanges up to 14 days after you receive your ordered items.

2.  Customers are responsible for return shipping, except for cases of defective items.  

3.  Returns for defective or incorrect items are eligible for full refunds (item(s) and shipping), one-for-one exchange, or for credit (dollar-for-dollar) at the customer’s discretion.

4.  Customers shall initiate returns and exchanges through the Shopify Online chat feature on this website.  Items sent back to us without first requesting a return will not be accepted.

5. All returns shall not be damaged, shall not have been worn (e.g., no stains, odors) or washed, and shall have all original tags and labels attached as originally received from Captivation-by-Roko. 

6.  Items listed as just “Sale” are eligible for returns and exchanges per the normal process.

7.  No returns or refunds will be granted on items listed as “Final Sale”, unless the items are defective.

8.  Return Process (for returns, exchanges, and defective items):    

a.  The customer initiates request through the Shopify Online Chat.

b.  We review the request and reply through the Shopify Online Chat or directly to the email that you provided at the start of the chat.  

c.  For returns and exchanges that we accept we will email a shipping label that the customer can attach to the shipping box.  The customer shall pay for the shipping.

d.  For accepted, eligible defective items we will email a shipping label at our cost.

e.  Customer ships item(s).

f.  We receive and inspect the item(s).  If the items are applicable for return, exchange, refund we will notify the customer.  When refunds are applicable, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.  All items not eligible for return will be shipped back to the customer and no refund or exchange honored.