Return & Refund Policy

1. Overview

At LatexJoy, we are committed to delivering high-quality custom-made latex garments crafted to your specifications. Because each item is individually produced based on your personal measurements and design choices, our return and refund policy reflects the bespoke nature of our products while ensuring fair consumer protection in compliance with applicable laws.

2. Custom-Made Product Policy

Custom-made garments are exempt from the standard right of cancellation under EU Consumer Rights Directive (2011/83/EU), Article 16(c), as these goods are made to the consumer’s specifications and are clearly personalized. Similarly, under U.S. law, custom-made items are generally not subject to return unless defective.

This means:

  • Custom-made latex garments cannot be returned or exchanged due to incorrect measurements provided by the customer;
  • Custom-made garments cannot be returned for subjective preferences (e.g., change of mind, color preference) after production has begun;
  • Changes or cancellations to custom orders are only possible before production begins.

3. Returns for Defective or Incorrect Items

We stand behind the quality of our craftsmanship. If your order arrives with a manufacturing defect or does not match the confirmed specifications of your order, you are entitled to a remedy. Qualifying issues include:

  • Manufacturing defects (e.g., seams splitting, latex tearing under normal use, discoloration not consistent with the material);
  • Item does not match the confirmed design, color, or style;
  • Item received is different from what was ordered;
  • Significant damage sustained during shipping.

3.1 Reporting an Issue

To initiate a return or claim for a defective/incorrect item:

  • Contact us at support@latexjoy.com within 7 days of receiving your order;
  • Include your order number, a clear description of the issue, and photographic evidence;
  • Our team will review your claim and respond within 3 business days.

3.2 Resolution Options

For approved claims, we offer the following remedies at our discretion:

  • Replacement: A new garment will be produced and shipped at no additional cost;
  • Partial Refund: If the defect is minor and does not significantly affect wearability, a partial refund may be offered;
  • Full Refund: For major defects or incorrect items that cannot be reasonably remedied, a full refund will be issued to your original PayPal account.

4. Fit and Sizing Issues

Because our garments are custom-made to the measurements you provide, fit issues arising from inaccurate customer-provided measurements are the customer’s responsibility. We strongly recommend:

  • Following our measurement guide carefully;
  • Having measurements taken by another person for accuracy;
  • Measuring over the intended undergarments or bare skin as specified;
  • Double-checking all measurements before submitting your order.

If you believe there has been a production error in sizing (i.e., the garment dimensions do not match the measurements you submitted), please follow the defective item process in Section 3.

5. Non-Custom (Ready-Made) Items

If we offer any ready-made or non-customized products (e.g., accessories, care products), these may be returned within 14 days of delivery, provided they are unused, in original packaging, and in resalable condition. Return shipping costs are the responsibility of the customer unless the item is defective.

6. Order Cancellation

  • Before production begins: Full refund, no cancellation fee;
  • After production begins: Cancellation is not possible. Custom garments are being manufactured to your specifications and cannot be resold;
  • Before shipment (production complete): Cancellation is not possible, but the garment will be shipped to you as ordered.

To cancel an order, contact us at support@latexjoy.com as soon as possible. We will confirm whether production has begun.

7. Refund Process

Approved refunds will be processed as follows:

  • Refunds are issued to your original PayPal account;
  • Processing time: 5–10 business days after approval, depending on PayPal’s processing schedule;
  • You will receive an email confirmation once the refund has been initiated;
  • Shipping costs are non-refundable except in cases where we have sent an incorrect or defective item.

8. Return Shipping

For approved returns of defective or incorrect items:

  • LatexJoy will provide a prepaid return shipping label or reimburse reasonable return shipping costs;
  • Items must be returned in their original condition and packaging;
  • Items must be shipped within 14 days of return approval;
  • We are not responsible for items lost or damaged during return transit — we recommend using a tracked shipping method.

9. Latex Garment Care Disclaimer

Natural latex and chlorinated latex require proper care and handling. Damage caused by improper care — including but not limited to exposure to oils, solvents, excessive heat, direct sunlight, or improper storage — is not covered under this return policy. Please follow our care instructions provided with each garment.

10. PayPal Buyer Protection

All transactions processed through PayPal are subject to PayPal Buyer Protection, which may offer additional recourse in the event of non-delivery or significantly not-as-described items. For more information, please refer to PayPal’s Buyer Protection policy.

11. Statutory Rights

Nothing in this Return & Refund Policy limits or excludes any statutory rights you may have under applicable consumer protection laws. If any provision of this policy is found to be unenforceable, the remaining provisions shall continue to apply.

12. Contact

For all return, refund, and order-related inquiries, please contact us at support@latexjoy.com. Please include your order number in all correspondence.

Last updated: June 2025