RETURNS & EXCHANGES

Important notice: At this moment we are experiencing a delay in processing returns. Currently, there is an average processing time of 2 weeks. Our apologies for this inconvenience. We will do our best to process your return as soon as possible.

Returns & Exchanges
 
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:
- Announce your return within 14 days of the item(s) being delivered to you or made available for collection. You can register your return or exchange by sending us an email
- Make sure that your return is delivered at our return address within 14 days after you have received the return instructions from us.

As soon as we have received your returned item(s), we will give you a full refund through the original payment method. 

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

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 14 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.

Exchanges 
You can register your exchange by sending us an email.

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.