CAPITAL PLAY

Refund and Returns Policy

Effective Date: October 13, 2026

Welcome to the official Refund and Returns Policy of CAPITAL PLAY LIMITED, designed to clearly outline the terms and processes for returns related to your orders placed through our e-commerce website [www.capitalplayltd.com]. We specialize in a curated range of durable, compact fitness small tools designed for smooth, effective home and on-the-go workouts, including our Portable Premium Workout Resistance Bands and premium textured massage balls that target tight deep muscle knots and ease post-workout soreness effectively. This policy is crafted to ensure full transparency for all our valued customers, and explicitly reinforces our core rule that ‌no standalone full or partial refunds are permitted without the return of the eligible purchased item‌ under any circumstances, unless explicitly stated within the limited exceptions laid out in this document. This policy applies to all purchases made on our platform, and by placing an order with CAPITAL PLAY LIMITED, you confirm that you have read, understood, and agreed to all terms set out below.

1. Eligibility for Return Exchanges

All our customers are eligible to initiate a return exchange request within 30 calendar days from the date they receive their ordered fitness small tools, provided the request and the returned item meet all the following eligibility criteria:

  • The item being returned must be unopened, in its original sealed packaging, unused, and in perfect resalable condition, with all original tags, labels, and packaging components intact. Our Portable Premium Workout Resistance Bands and premium textured massage balls are classified as personal fitness products that come into direct contact with skin during use, so any item that shows signs of being used, opened, altered, or damaged by the customer will automatically not qualify for a return exchange.
  • You must provide the original order confirmation number, the full name used to place the order, and a valid proof of purchase to validate your return request.
  • Customized, personalized, or final-sale items marked explicitly as non-returnable on the product page do not qualify for return exchanges.
  • We strictly uphold that no “refund only” requests will be approved at any point. Under no circumstances will we issue full or partial monetary refunds to customers who choose to keep their ordered products instead of returning the eligible items to our designated return address.

2. Return Exchange Process

To initiate a valid return exchange request, you may contact our dedicated customer support team directly via any of our official contact channels:

  • Contact Email: [email protected]
  • Registered Business Address: Ashcombe Court, Woolsack Way, Godalming, Surrey, United Kingdom, GU7 1LQ
  • Contact Telephone Number: +44 1483 428322‌

Our support team will review your submission and respond with a formal validated return authorization number and our official designated return shipping address within 3 working days after we receive your request. You are required to ship the eligible item back to the provided address within 14 calendar days after you receive the return authorization number, and you are responsible for covering all return shipping costs unless the returned item was verified to be damaged, defective, or incorrectly shipped by our team. All returned packages must clearly display the assigned return authorization number on the outer packaging; shipments sent without a valid authorization number will not be processed and may be returned to you at your own expense.

Once our quality inspection team receives and verifies that your returned item meets all our eligibility requirements, we will process your exchange request. You may choose to exchange the returned product for an identical brand-new unit of the same fitness tool, or select a different product of equal or higher value from our curated product range, and pay the price difference if applicable. At no point will cash be issued in place of the exchanged replacement product.

3. Limited Exceptions

The only scenarios where we may offer special arrangements that deviate from our standard no-refund-only rule apply when we independently confirm the following conditions after full investigation:

  • The product you received arrives severely damaged, unusable, or with manufacturing defects that prevent its normal workout functionality, and we are unable to supply a matching replacement unit from our current inventory within 20 working days. Even in this scenario, our default resolution is to process an equal-value store credit that you can use for any future purchase on [www.capitalplayltd.com], rather than a direct monetary refund.
  • We confirm that we incorrectly shipped you an entirely different product that does not match the item you ordered, and no suitable equivalent exchange product is available.

In these very rare cases, you may never keep the original incorrect or defective product while requesting and receiving a resolution. The original incorrect or defective item must be sent back to our team before any store credit or replacement arrangement is finalized. We will never process a resolution that allows customers to retain the ordered product while receiving funds back from us.

4. Shipping Errors and Damages Upon Delivery

If your order arrives with visible outer packaging damage that may have harmed the contents inside, you must notify our customer support team within 48 hours of delivery, and provide clear photos of the outer shipping packaging, the inner product packaging, and the damaged item. Our team will work with you to coordinate a free return shipment for the damaged item, and dispatch a brand-new replacement unit of your ordered resistance band or massage ball to you at no extra cost. We will not approve any requests that ask for a partial refund to compensate for minor cosmetic product wear that does not impact the normal function of the fitness tool, if you choose to keep the product instead of returning it for a full exchange.

5. Policy Amendments and Dispute Resolution

CAPITAL PLAY LIMITED reserves the right to update this Refund and Returns Policy as needed to align with regulatory changes or business operational adjustments. Any updates will be posted publicly on our website [www.capitalplayltd.com], with a revised effective date clearly displayed. Any disputes related to return requests will be resolved through good faith negotiation, and governed by the laws of the United Kingdom. If you have any questions or require clarification on any clause of this policy, feel free to reach out to our support team at any time.