Refund policy
At Kaptein we want you to be completely happy with your purchase. If something isn't right, you can return it in accordance with Dutch and EU consumer law.
Right of withdrawal (14 days)
You have the right to cancel your online order within 14 days of receiving your item(s), without giving any reason. This right of withdrawal applies to all items, including discounted and sale items. After notifying us, you have another 14 days to send the item(s) back.
How to return
- Email us at info@kaptein.cc within 14 days of receiving your order, stating your order number and which item(s) you wish to return. You may also use the model withdrawal form, but this is not mandatory.
- Ship the item(s) back to us within 14 days of your notification.
- Please keep your proof of shipment until the return has been processed.
Return shipping costs
We do not offer free returns. The direct cost of returning the item(s) is at your own expense. You are free to choose your own carrier; we recommend a tracked shipping method.
Condition of returned items
You may inspect the item as you would in a physical store. If an item is returned used, damaged, or with missing parts beyond what is needed to assess it, we may deduct the resulting decrease in value from your refund. Where possible, please return items in their original packaging.
Refunds
We will refund the full purchase price, including the original standard shipping costs, within 14 days of receiving your withdrawal notice. We may withhold the refund until we have received the item(s) back or you have provided proof of return shipment, whichever comes first. The refund will be issued via the same payment method used for the original purchase.
Exceptions
The right of withdrawal does not apply to: products made to your specifications or clearly personalised (e.g. custom-built bikes or custom components); sealed products that are not suitable for return for health or hygiene reasons, once the seal has been broken (e.g. nutrition, certain bike apparel with hygiene seals); gift cards.
Defective or incorrect items
If you receive a defective or incorrect item, please contact us at info@kaptein.cc. In that case the return shipping costs are on us, and you are entitled to repair, replacement, or a refund in accordance with your legal warranty rights.
Questions
Kaptein — The Complete Cycling Experience
Email: info@kaptein.cc