Refund policy

Returns and Refunds

Our 30-day money back guarantee

Every 21Captains order is covered by our 30-day money back guarantee. If it's not right for you, you have 30 days from the day your order arrives to request a return for a full refund.

To be eligible, your item needs to be unused and in its original packaging, and you'll need your order number or proof of purchase. An Air Refiner that has been put to work can't be restocked, so used items can only be returned if they're faulty.

How to start a return

Email us at customerservice@21captains.com with your order number and we'll take it from there. Once your return is approved, we'll send you instructions on how and where to post it. Returns sent back without approval first can't be accepted, and return postage for change-of-mind returns is at your cost.

Once your return arrives and checks out, we'll refund you to your original payment method within 10 business days.

Damaged, faulty, or wrong items

Give your order a once-over when it lands. If anything arrives damaged or faulty, or we've sent the wrong thing, contact us straight away at customerservice@21captains.com and we'll make it right with a replacement or a refund, postage on us. The 30-day window and unused condition don't apply to faulty items.

Your rights under Australian Consumer Law

Our guarantee sits on top of your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded, including replacement or refund for a major failure, and repair or replacement if goods fail to be of acceptable quality.

Exchanges

The fastest route is to return the item you have and place a new order for what you're after once the return's approved, so the new one isn't waiting on the post.

Not returnable

Gift cards.