Returns & Exchanges
Understanding the return and exchange policies of a retailer is essential for ensuring a satisfactory shopping experience. This document outlines the procedures and conditions under which returns and exchanges can be made for items purchased from our store.
To initiate a return, customers are required to contact us within 7 days of receiving their order. This can be done via email at info@rubbertwunk.com. Prompt communication is crucial in facilitating a smooth return process.
It is important to note that some items are made to order. Consequently, we are not obligated to provide refunds or credit notes based solely on customer dissatisfaction or change of mind. However, in the event that goods are found to be faulty or if an incorrect item has been dispatched, we will address these issues accordingly.
The original product must be returned to us as per our instructions, and the customer is responsible for the shipping costs associated with both the return of the original item and the dispatch of the new size.
In summary, our return and exchange policy is designed to accommodate specific circumstances while maintaining the integrity of our made-to-order items. Customers are encouraged to reach out with any questions or concerns regarding their purchases to ensure clarity and satisfaction.
It is important to note that damaged items due to improper handling cannot be accepted. Additionally, for hygiene purposes, items that have been worn other than for trying on cannot be accepted. Refunds or exchanges will not be possible for items that have been altered, chlorinated, or treated in any way, including the use of lube or dressing aid during trying on.
To ensure proper processing of returns, please contact us in advance. It is strongly recommended to utilize registered post or a signed-for service to mitigate the risk of garments being misplaced or damaged during transit.
Exchanges can only be dispatched after the returned product has been received and has undergone a quality control check.
For garments returning from outside Europe, ensure the customs declaration states "ITEMS RETURNED FOR EXCHANGE" to avoid duty charges and acceptance refusal.
Latex is a delicate material and requires cautious handling. A provided guide aids in this task. Exercise care while handling latex to avoid tears, as we do not accept returns or offer repairs in such cases. Emphasizing the need for caution, we do not allow returns for made-to-measure items.
If you have any further questions, please don't hesitate to contact us at info@rubbertwunk.com