Returns & Exchanges

RETURNS

Our policy lasts 30 days. If 30 days have gone by since the delivery of your order, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with no sign of wear.

Several types of goods are exempt from being returned. We also do not accept products that are intimate, such as underwear.

Additional non-returnable items:

– Sale items

– Made-to-measure items
Please carefully take your measurements. If you need assistance, we are glad to help you on our live chat (click icon on bottom-right of the page). Any fault as a result of poorly supplied measures are not the responsibility of TORTURE GARDEN LATEX

– Gift cards

– Poor care of garments
TORTURE GARDEN LATEX will not be held responsible for damage caused by misuse or poor care of garments.

To complete your return, please first write us an email at info@torturegardenlatex.com

There are certain situations where only partial refunds are granted:

– Any item not in its original condition, is damaged or missing parts for reasons not due to our error
It will be your responsibility to inform us immediately of any damage to the delivered goods. Details must be recorded on the delivery documentation, and we must be notified no later than 48 hours after delivery. It is imperative that you do not dispose of any of the packaging as this will be required to effect the claim against the carrier.

 

– Any item that is returned more than 15 days after delivery

REFUNDS

Our policy lasts 30 days. If 30 days have gone by since the delivery of your order, unfortunately we can’t offer you a refund or exchange.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. All returns are subject to a 30% handling & restocking fee which will be deducted from your refund. We do not refund shipping fees.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

– Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@torturegardenlatex.com.

– Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

– Made-to-measure items
Made-to-measure items items cannot be refunded or exchanged, so please carefully take your measurements. If you need assistance, we are glad to help you on our live chat (click icon on bottom-right of the page). Any fault as a result of poorly supplied measures are not the responsibility of Torture Garden Latex.

– Poor care of garments
TORTURE GARDEN LATEX will not be held responsible for damage caused by misuse or poor care of garments.

EXCHANGES

We only replace items if they are defective or damaged. Any faults of production will be corrected at no cost. If you need to exchange it for the same item, send us an email at info@torturegardenlatex.com and send your item to:

TORTURE GARDEN LATEX
160 Brick Lane
Unit G
London, E1 6RU
United Kingdom

Any custom made or made-to-measure orders are not returnable or refundable. Any fault as a result of poorly supplied measures are not the responsibility of TORTURE GARDEN LATEX. If you provided incorrect measures, we will endeavor to correct any problems to your satisfaction. There may be discretionary surcharges for these corrections.

TORTURE GARDEN LATEX will not be held responsible for damage caused by misuse or poor care of garments.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

SHIPPING

To return your product, you should mail your product to:

TORTURE GARDEN LATEX
160 Brick Lane
Unit G
London, E1 6RU
United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.