CANCELLATION & RETURN POLICY

CANCELLATION & RETURN POLICY

Thank you for visiting yourrulesprosthetics.com. Because of the intimate nature of our products and our general production process, we need to keep strict rules in regards to the cancellation, exchange and return of products. Below a clear overview of our Cancellation and Return Policy. 

cancelling an order

We produce our products by individual order. When you place an order, we will process it and start the preparations for the production of your product. Once your payment is received, and your order is processed, the production process starts immediately. Any order cancelled before we start the production process is subject to 15% cancellation fee plus any costs applied by the payment method (Paypal fees etc).
The cancellation of a product is not allowed after the production process is initiated.


exchanging an item

We carefully inspect your product before shipment. We do not accept exchanges or provide refunds. Due to the intimate nature of the products and for your own safety, they cannot be resold once they are opened. Because we produce our products by individual order we do not accept exchanges. All purchases are final, unless exceptional circumstances apply.

You may exchange an item only under the following conditions:
1. The product does not correspond with the model, color, size of the product that you ordered & the item is still sealed in its protective plastic.
* Note: you are responsible to state the right size, colour and model. ordering the wrong product by mistake does not legitimate a return. 
* Note: all products are handmade and hand painted. colour, shading, fit and other production details will slightly differ on each product and from the pictures on our website. these conditions are excluded from acceptable returns. 
* Note: if the item is opened you cannot return it. inspect the item properly through its transparent packaging – before opening it.
2. The product has a production error.
* Note: excluded are small air bubbles, color differences & minor errors which do not interfere with the functionality of the product.
* Note: if the item is opened you cannot return it. inspect the item properly through its transparent packaging – before opening it.


shipment complaints & damage

We only send products via insured delivery. The insurance of the delivery is the responsibility of the delivery service. If the package arrives opened or damaged, do not accept the package from the delivery service! Instead – instruct the carrier to return it to its sender and contact us immediately. We are not liable for damaged shipments that are accepted from the carrier. 

We are not liable when a package gets lost during transit or shipment. As soon as the order leaves our studio all complaints regarding shipments are directed to the delivery service.


returns & complaints

When exceptional circumstances apply and you receive the wrong product or a product with a production error – contact us immediately and – no later than 3 days after receiving the product. !!! Do not break the sealed plastic package of the product. Returns are not accepted once the package is opened !!!

Procedure for issuing a return
1. Contact us immediately after noticing the issue and – no later than 3 days after receiving the product. Do not open the sealed plastic.
2. Send us a clear description of the problem and pictures illustrating your complaint.
3. We will investigate and approve or reject your complaint within 10 working days.
4. After the complaint is approved, return the product to us within 14 days. Your return needs to include a. the original purchase invoice
b. the completed & signed complaint form we will provide to you. c. the receipt for the delivery costs. 
* Note: we advise you to insure your delivery. We are not responsible for lost packages or  damages due to shipping.
* Note: we may ask for pictures as proof for intact packaging. Please take pictures of your package before you hand it over to a courier for return. 
5. Once we receive the product, it will be inspected. We will notify you on the status of the complaint after inspecting the item.
If the complaint is granted we will send you a new product. 
6. If the complaint is granted and you would like to cancel your order and issue a refund – it is subject to a 15% cancellation fee plus any costs applied by the payment method (Paypal fees etc). We will initiate a refund to the customer’s original method of payment. Credit will be received within a certain amount of days, depending on the card issuer’s policies. 
7. If the shipping and return costs are eligible for reimbursement we will refund these costs to the consumer within 14 days of the decision
to grant the complaint.
* Note: EU shipment can only be returned when a printed receipt is sent to us with the return.
* Note: International shipment is not covered

8. The process of inspection, reply, exchange and refund will take place within 21 days after we received the returned item.


contact us

If you want to cancel an order, apply for a return, or have any further questions, get is touch with us via our contact page. Please clearly state the issue and your order number as the subject of your email.

We will answer all complaints, cancellation and return inquiries within 10 working days.We shall resolve any reasonable complaint within 21 daysafter we received the returned item. We promise to take care of your complaint in the best way we can and aim to find a suitable solution.

last updated in October 2021

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