Returns and Refunds
The European Consumer Protection (Distance Selling) Regulations 2000 state that as a customer you are entitled to cancel any order within 30 days of purchase. We also have the following return policies to ensure our customers are completely satisfied:
Return any item to us for a refund (or replacement) excluding postage and packaging within 30 days as long as the product is unopened, unworn and unused. Upon receipt of the goods you should inspect them and notify us if the goods are faulty/damaged as soon as possible. Functionality should be checked before any products are used on intimate areas. If you do not notify us within 30 days then you are deemed to have accepted the goods and they are not damaged/faulty.Unless the returned items are faulty the return postage is your responsibility and we will only give a refund if the product, packaging and accessories are returned in full/un-damaged/unused.
If items are returned to us in a ‘used’ condition, no refund will be given. We will ensure that photographic evidence of such items is kept to be used in any future correspondence or litigation. If you are returning faulty items please ensure that they are thoroughly cleaned before returning them. Any items that are found not to be faulty will be returned at your expense. For hygiene reasons Sub Rosa Lingerie will under no circumstances accept returns of adult toys (including bondage items) and creams/gels, if they have been opened/used.
We make every effort to ensure that the sizes of our lingerie/shoes are accurately described. If however they do not fit you can return them for a refund or an exchange. Please do not remove any tags/labelling before trying on the product. We advise that you try on any clothing/shoe items over your own underwear/socks first before you decide that you will keep it/send it back. We will not accept any products returned without labels, packaging intact and un-damaged. Refunds will only be given if the product is returned to us within 30 days and it has not been worn, washed or damaged. Unless the returned items are faulty the return postage is your responsibility and we will only give a refund if the product, packaging and accessories are returned in full and un-damaged.
Items Not Received
The majority of our orders are sent with tracking so we can ensure delivery to the customer. In rare cases items may not reach our customers, we will investigate each of these cases as a priority. If it is deemed that a customer has received an item but is claiming they haven’t we will not issue a refund and will prosecute that customer to the full extent of the law.
Returning Faulty Items
If the product is faulty give a detailed description of the fault and return it in its original packaging with everything that was included with the product. All returned items will be tested and will be returned at your expense if they are not faulty. Your money will be returned within 30 days of a decision being made. Every effort will be made to get your money to you as quickly as possible. We will inform you when we receive the product at our headquarters.
We check our products are not damaged and/or functioning correctly before sending them to our customers to ensure customer satisfaction. On a number of orders we also take photographs of the items before we send them out. If a return is requested on an item that has been verified (with evidence) as non-damaged and functioning we will not issue a refund on that item and if the customer damages the item for the purposes of obtaining a refund then we will prosecute that customer to the full extent of the law.
To return the goods to Sub Rosa Lingerie you should fill in the form in the contact us section clearly stating your order number. We will provide you with a return address once we have received a communication from you. In the returns package could you please include a description of why you are returning the item and your order number. Please include the original delivery note in the package as this will speed up the process. We recommend that you return your item to us by Special Delivery or Recorded Post as these can be tracked, please provide us with proof of postage and a tracking number. If the item is lost and you cannot prove you sent it Sub Rosa Lingerie will not offer a refund or replacement.
The returns policy does not affect your statutory rights.