RETURNS POLICY

Returns 
We understand it, sometimes you order something that does not work for you and you want your money back. As long as an item is still in its original condition and packaging, you are able to return your items within our return policy.

We have extended our policy to the following:
- If we receive your item(s) within 14 days of the item(s) being delivered to you or made available for collection, we will give you a full refund through the original payment method.
- If we receive your item(s) within 15 and 30 days of the item(s) being delivered to you or made available for collection, we will give you a CULTURE 28 gift voucher* for the amount equal to the price you paid for the item.

In case you have ordered multiple items, these stated periods start from the moment that you have received every item. Returned items received by us after the stated periods, will not be accepted. We do not accept products that are intimate, sanitary goods or gift cards as well.

- Customers from Europe are able to arrange their return through this link
- Customers outside Europe can send us an email for return instructions. For more info, take a look at our refund policy.

*Your gift voucher will be locked to your account, ready for you to use on your next order. If you have placed an order with Klarna and we received your return within the previously stated 15-30 days period, make sure to pay the Klarna installments in full, since you will receive a CULTURE 28 gift voucher instead.

Shipping
 
You will be responsible for paying for your own shipping costs for returning your item(s). Shipping costs are non-refundable. 

As the package remains your responsibility until it arrives back to us, you should consider using a trackable shipping service or purchasing shipping insurance. Shipping insurance guarantees that your purchase amount will be reimbursed in the event of loss of your package. You can find the options in our return portal. 

Please only ship your return to the address you will find in our return portal or that has been provided to you by email. Any other address is invalid and we will not be able to process your return and refund you accordingly. 

We do not guarantee that we will receive your returned item(s) and are not responsible for any missing packages. In case your return has not been received by us, please contact the carrier you have chosen to find out what has happened to your package.

Refunds
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.
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.

Rejected returns
It could be that your return will not be accepted if it does not comply with our stated return policy. We will not accept a return if:
- the item(s) are not returned in their original condition and packaging. All our items are delivered in a see-through zipper bag, this is considered as the original packaging. If your item has a tag, this is also considered as the original packaging. The see-through zipper bag is not suitable to use solely as shipping packaging, as from experience, items are received damaged if only this packaging is used. The zipper bag should be intact.
- the item(s) are returned after the return period of 30 days that is stated above. 
- the item(s) are returned damaged due to wrong package.
We will update you if we do not accept your return. May you want to receive you package back, we will ask you to cover the delivery costs. 

Late or missing refunds
If you have not 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 support@culture28.com.

Sale items
Only regular priced items may be refunded. Discounted and sale products can be exchanged for other products or a giftcard of the same value.

Exchanges 
If you want to exchange your item(s) for a different colour, size or item, you can easily process this in our returns portal. As soon as we receive your returned item(s), we will process it and arrange a new order for the preferred item(s). You will receive a new order confirmation for this. 

Defects
We are sorry to hear if you have received a defect or damaged item. Please contact us at support@culture28.com with your order number and pictures of the damage and we will look into it.