Return & Refund Policy

Applicable to orders shipped within the European Union

Return window

In accordance with EU Directive 2011/83/EU, you have 14 calendar days from the date you receive your order to notify us of your intention to return an item. Once we confirm the return, you have an additional 14 days to ship the item back to us.

Requests submitted after the 14-day notification window will not be accepted under any circumstances.

Eligibility conditions

To be eligible for a return, all of the following conditions must be met without exception:

• The item must be in its original, unused condition — unworn, unwashed, unaltered.
• All original tags must be attached and intact.
• The item must be returned in its original packaging, properly protected to prevent damage in transit.
• For decoration items (prints, photographs, framed artwork): original protective wrapping and packaging materials must be preserved and used for the return.
• You must provide the original receipt or proof of purchase.

Items that show any signs of use, wear, washing, or damage caused after delivery will be rejected and returned to the sender at their expense.

Return shipping costs

All return shipping costs are the sole responsibility of the buyer. We do not provide prepaid return labels. We recommend using a tracked shipping service, as we cannot be held responsible for items lost or damaged in return transit. Shipping costs are non-refundable.

How to request a return

To initiate a return, you must contact us first at hardwerksocial@gmail.com before sending anything back. Include your order number and reason for return. Items sent back without prior authorisation will not be accepted and will be returned at the sender's expense.

Once your return is authorised, we will provide the return address and further instructions.

Non-returnable items

The following items are strictly excluded from our return policy and cannot be returned or refunded under any circumstances:

• Lingerie, bodysuits, and harnesses — for hygiene reasons, as permitted under EU Directive 2011/83/EU Art. 16(e).
• Custom or personalised products (special orders, made-to-measure items).
• Limited edition or one-of-a-kind artwork and photography once the seal or protective packaging has been opened.
• Sale items and gift cards.

If you are unsure whether your item is eligible for return before purchasing, please contact us at hardwerksocial@gmail.com.

Damages and incorrect items

Inspect your order immediately upon receipt. If you receive a defective, damaged, or incorrect item, contact us within 48 hours of delivery at hardwerksocial@gmail.com, including photographic evidence. Claims submitted after this period may not be accepted. In confirmed cases of damage or error on our part, return shipping costs will be covered by us.

Exchanges

We do not offer direct exchanges. If you wish to receive a different size or item, you must return the original item (subject to all eligibility conditions above) and place a new order once the return is accepted. Exchanges are subject to stock availability at the time of the new order. We cannot guarantee that the desired item will be available.

Refunds

Once we receive and inspect your return, we will notify you of the outcome within 5 business days. If approved, a refund of the item price (excluding original shipping costs) will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the transaction.

If more than 15 business days have passed since your refund was approved and you have not received it, contact us at hardwerksocial@gmail.com.