Refund policy

 

According to EU consumer protection laws, items purchased online can be returned within 14 days of receipt.However, this right does not apply to goods made to the consumer’s specifications or clearly personalized, such as made-to-measure latex garments.Our products are made-to-order, tailored specifically to your individual measurements, preferences, and style. Additionally, many of our items fall under the category of intimate apparel, which are exempt from return for hygiene reasons once unsealed or tried on.


Returns Are Accepted Only If:

  • The item has a confirmed manufacturing defect (e.g., cuts, punctures, incorrect bonding).
  • You received the wrong item (e.g., incorrect color, size, or model not matching your order confirmation).


Returns Are NOT Accepted If:

  • The item was made-to-measure and has no defects.
  • The item has been worn, used, washed, altered, or damaged after delivery.
  • Incorrect measurements were provided during the order.
  • The return is due to personal preference (e.g., you don’t like the fit, color, or style).
  • The product qualifies as intimate apparel, which is non-returnable for hygiene reasons.


Cancellations & Refunds (Made-to-Measure Orders)

If you wish to cancel a made-to-measure order after placing it, the refund amount depends on the stage of work already completed:

✅ Stage 1: Measurement Processing Only

  • If only your measurements have been processed, and no further work (design/pattern creation) has begun:
    • A €50 processing fee will be issued as a store credit (coupon) for use on future orders.
    • The remaining balance will be refunded to your original payment method.

✅ Stage 2: Custom Pattern & Design Development

  • If your individual design and custom cutting patterns have already been prepared:
    • 50% of the total order value will be refunded to your original payment method.
    • The remaining 50% will be issued as a store credit (coupon).
    • If the item includes a unique design or special functionality, the coupon will be valid only for the same or similar item.

❌ Stage 3: Production Started or Completed

  • Once the production has begun (latex cut, glued, assembled), the order becomes non-refundable.
  • Exceptions apply only in the event of a confirmed manufacturing defect.


Exchanges

If a manufacturing issue is discovered, we may offer the following options:

  • A free adjustment or repair (if applicable),
  • A replacement item (for the same model),
  • A discount or coupon for a future purchase (at our discretion).


Return Process

  1. Contact us within 3 days of receiving the item if you believe there is a defect:  Click
  2. Provide clear photos and a detailed description of the issue.
  3. If the return is approved:
    • The item must be shipped back within 7 days of approval.
    • The item must be unused, clean, free of odors, and in its original condition and packaging.
    • The item must be dusted with talcum powder to preserve the latex surface and prevent sticking or damage.
    • If the item is returned unclean or without talcum powder, we reserve the right to charge a small handling fee for cleaning and preparation.
    • We strongly recommend returning the item in its original packaging, which has been specially designed to prevent creasing or stress damage to the latex material.
    • We strongly recommend returning the item in its original packaging, which has been specially designed to prevent creasing or stress damage to the latex material.
  4. After inspection, we will offer a repair, replacement, or refund (only in cases of confirmed manufacturing defects).


Refund Policy

  • Refunds are only issued in cases of confirmed manufacturing defects or in accordance with the cancellation stages outlined above.
  • Shipping costs are non-refundable.
  • Refunds may take 5–10 business days to process after the returned item is received and inspected.

 

🔄 Order Change Policy

We understand that you may want to adjust your order after placing it. To keep production smooth and avoid mistakes, we apply the following rules:

1. Free Changes

  • You may request up to 3 free changes within 14 days of placing your order.

2. Additional Changes

  • After three free changes, or once the 14-day period has passed, each additional change will incur a €30 fee.

3. Limitations

  • No changes can be made once your order has entered production.

🛠️ Custom Options & Requests

We welcome custom requests and unique design ideas. However, please note that developing custom features requires time, testing, and multiple attempts:

  • To achieve good results in custom requests, even small features must first be developed as a sample and tested thoroughly.
  • Sometimes, achieving the desired result may take several attempts (in some cases, up to 30 trials).
  • If a custom feature cannot be perfected on the first attempt, you have two options:
    1. Accept the product in its current state, or
    2. Cover the cost of additional product samples until the feature meets your expectations.

⚠️ Please note:

  • We cannot accept quality complaints regarding experimental or sample-based features.
  • Custom development is by nature trial-and-error, and final results may differ from initial expectations.

Important Reminders:

  • Unsolicited returns will not be accepted.
  • Items returned must be clean, unworn, and lightly powdered with talc to avoid surface damage.
  • We reserve the right to apply a preparation fee if the item does not meet the required return conditions.
  • Please double-check your measurements before placing an order.
  • If you are unsure about sizing or customization, feel free to contact us before ordering — we’re happy to help!
  • Since latex clothing requires precise sizing, we strongly recommend carefully checking your measurements before ordering.

 

Since latex clothing requires precise sizing, we strongly recommend carefully checking your measurements before ordering. If you have any questions about sizing, please contact us before placing your order!

Address for product returns: Nieszawska 3E,03-382,Warsaw,Poland

Company info:FUNDACJA ROZWOJU PRZEDSIĘBIORCZOŚCI "TWÓJ STARTUP"
NIP: 5213641211 REGON: 146433467 KRS: 0000442857 VAT EU: 5213641211
ul. ŻURAWIA 6/12 766, 00-503 Warszawa

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