Refund policy

All items bought online are Made-to-Order unless they are from a SAMPLE SALE.

Made-to-Order

Under EU law, made-to-order products are typically excluded from the standard 14-day return policy under the Consumer Rights Directive (2011/83/EU). This is because made-to-order items are custom-made or personalized specifically for the customer, making them difficult to resell.

Key points:

  • Right to Cancel: Consumers do not have the automatic right to cancel or return made-to-order items unless the product is defective or does not match the agreed-upon description.
  • Defective Goods: If the custom product is faulty or doesn't meet the promised quality, the customer is entitled to a repair, replacement, or refund under EU consumer protection laws.

These rules aim to balance consumer rights with the unique nature of custom products.

Sample Sale

All samples are clearly listed as SAMPLE. These are exclusive items that are not available for an exchange. Otherwise, standard returns policy applies.

To return an item:

  1. Notify us of your intention to return within 14 days of delivery.
  2. Ship the item(s) back to us within 14 days of notifying us.

Important Information:

  • We recommend using tracked shipping to ensure the safe return of your item(s).
  • The cost of return shipping is the responsibility of the consumer.
  • Refunds, including the original delivery costs, will be processed within 14 days of receiving the returned item(s).

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. The items must not be washed or covered in any dressing, so please use powder when trying on for the first time. 

If you have bought in person, you’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at leanne@latexpeach.com. Please note that returns will need to be sent to the following address:

Leanne Jane

Dubbele Buurt 14, Halfweg, 1165MG, The Netherlands. 


If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at leanne@latexpeach.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please do this within 2 days of receiving the parcel. 

Accidental damage is typically not covered under standard returns policies. This includes handling issues, such as tears, punctures, or stretching caused by improper use or care. For fragile materials like latex, which can easily tear or degrade when handled irresponsibly, it is important for customers to follow proper care instructions. Damage from misuse or accidents will not be eligible for returns, exchanges, or refunds unless the product is inherently faulty.

Exceptions / non-returnable items
Certain types of items cannot be returned such as custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards. However gift cards can be transferred. 

In-Person Purchases

Items purchased in person at a physical store are not eligible for a refund. We are happy to offer exchanges or store credit for in-person purchases within 7 days of the original purchase date, provided the item is in its original, unused condition, and accompanied by a valid receipt.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at leanne@latexpeach.com.