Last Updated: 16 April 2026
Dark Kulture — Exchange, Store Credit & Defective Item Policy
We want you to feel amazing in every Dark Kulture piece. If something isn’t quite right, we’re here to help with exchanges or store credit, and we’ll take care of defective or incorrect items.
1. What We Offer
- Exchanges — size, colour, or a different item
- Store credit — no expiry
- Refunds — only if an item is confirmed defective or incorrect and a replacement isn’t possible
We do not offer refunds for change‑of‑mind purchases.
2. Request Window
Please contact us within 7 days of receiving your order to request an exchange, store credit, or a defective/incorrect item review.
3. Condition Requirements
To remain eligible, items must be returned in original condition:
- Unworn and unwashed
- No marks, oils, scents, residue, or stretching
- All tags and included accessories intact
- Original packaging where possible
A gentle, brief try‑on is fine (see Try‑On Requirement below).
4. Resellable Condition Requirement
To qualify for an exchange or store credit, all returned items must be in fully resellable condition.
This means the item must be unworn, unwashed, unmarked, undamaged, free from oils or scents, and returned with all tags, accessories, and original packaging intact.
Items that cannot be resold due to wear, stretching, residue, damage, or improper try‑on will not be eligible for exchange or store credit.
5. Try‑On Requirement
To keep items eligible for exchange or store credit, all garments must be tried on over clean undergarments or a thin base layer (e.g., hosiery).
Items showing direct skin contact, oil transfer, deodorant marks, stretching, or surface stress from improper try‑on may not be accepted.
6. Latex & PVC — Special Care
To qualify for exchange or store credit, latex and PVC pieces must not be treated with:
- Shine sprays or polishes
- Oils or silicone‑based products
- Powders or talc
- Dressings or conditioners
A dry, careful try‑on is acceptable.
Additional Product Use
Latex and PVC items are delivered with a light protective talc coating from the manufacturer.
Please do not apply any additional talc, powders, oils, shine products, or dressing aids when trying on your garment.
Items showing added product or residue will not be eligible for exchange or store credit.
7. Exchanges
We’re happy to help you exchange your item for another size, colour, or style.
Exchange Value
- If the new item is higher in price, the difference must be paid before the exchange is completed.
- If the new item is lower in price, the balance will be issued as store credit.
- Exchanges must be for products of equal or higher value unless store credit is preferred.
Exchange Processing Time
- Exchanges ship within 3–5 business days once your return is approved and the requested item is in stock.
- If not in stock, we’ll notify you and offer the next available option.
8. Photo Requirement (Fast Approval)
Before sending anything back, please email clear photos of:
- Front of the item
- Back of the item
- Any area of concern (if relevant)
This helps us approve your request quickly and advise next steps.
9. Return Packaging & Shipping
To protect your item during transit: Please return your item in the original packaging by registered post.
Tracked, registered shipping keeps your parcel secure and prevents delays.
Return shipping costs are the customer’s responsibility unless the item was incorrect or defective.
10. Defective or Incorrect Items
If your item arrives defective or incorrect, please contact us within 7 days with photos and your order number.
- We will review the item to confirm the issue.
- If confirmed, we will offer a replacement or exchange first.
- If a replacement isn’t possible, we will provide a refund to your original payment method.
Items damaged due to wear & tear, improper care, overstretching, or the use of oils/shiners/powders on latex/PVC are not eligible for exchange, store credit, or refund.
11. Garment Care Products (Liquids, Sprays, Gels)
Final Sale.
Garment care products — including shiners, cleaners, conditioners, dressing aids, and other liquids/sprays — cannot be returned or exchanged once opened or used.
Unopened care items may be exchanged if they arrive damaged, leaking, or incorrect.
12. Non‑Returnable Items
We cannot accept returns for:
- Intimates (underwear, certain bodysuits)
- Latex or PVC boxer shorts or other undergarments
- Custom / made‑to‑measure pieces
- Items marked Final Sale
- Items showing wear, washing, stretching, or product application (shine/oil/powder)
13. Processing Time
Once your return is received and approved:
- Exchanges ship in 3–5 business days (if in stock)
- Store credit is issued immediately
- Refunds (for approved defective/incorrect items only) are processed within 5–10 business days
14. How to Start
Email returns@darkkulture.com with:
- Your order number
- Your request (exchange / store credit / defective item review)
- The photos requested above
We’ll guide you through the next steps.
15. Need Help?
We’re here to assist anytime.
📧 returns@darkkulture.com
