1. Return Window
You have 14 days from the day you receive your order to request a return.
To start a return, email shop@cultur.fm
with your order number and reason for return.
Returns sent without approval or outside the 14-day window may be refused.
2. Non-Returnable Items
The following items cannot be returned unless required by law:
- Sale items
- Limited drops or exclusive releases
- Personalised, customised, or made-to-order items
- Underwear, undergarments, or intimate products
- Digital products once accessed or downloaded
- Items marked “Final Sale” or “Non-Returnable”
- Items returned in an unsanitary, heavily worn, or damaged condition
3. Condition Requirements
For your return to be approved, items must be returned:
- Unworn and unwashed
- Undamaged and unaltered
- Free from stains, marks, makeup, perfume, smoke, deodorant, or pet hair
- With all original tags, labels, packaging, and any included accessories
CULTUR may refuse or reduce refunds for items showing any signs of wear, use, washing, alteration, or damage.
4. Return Shipping
Customers are responsible for all return shipping costs.
Please use a tracked shipping service and ensure items are securely packaged.
Risk remains with the customer until the return is received by CULTUR.
5. Refunds
Refunds are processed within 14 business days after your return is received and inspected.
Refunds can only be issued to the original payment method.
Original shipping fees are non-refundable unless required by law.
CULTUR may apply a diminished value deduction or a restocking fee (up to 20%) if items or packaging are not returned in original condition.
6. Exchanges
Exchanges are subject to stock availability.
If the requested item is unavailable, a refund may be issued instead.
7. Faulty or Incorrect Items
If your item arrives faulty, damaged, or incorrect, email shop@cultur.fm within 48 hours of delivery.
Please include:
- Clear photos or videos of the issue
- Photos of the packaging
- Once verified, CULTUR may provide:
- A replacement
- A repair
- A refund if a replacement or repair is not possible
- Damage caused by misuse, improper care, or failure to follow care instructions does not qualify as a fault.
8. Returning Faulty Items
Do not return faulty items until instructed by CULTUR.
In some cases, CULTUR may cover return shipping or provide an alternative solution without requiring the item to be returned.
If returned items are found not to be faulty under these terms, they may be shipped back to you at your cost.
9. Return Fraud
CULTUR operates a strict zero-tolerance policy toward return fraud, including:
- Wardrobing (wearing items before returning)
- Returning altered, damaged, or different items
- Repeated false claims of non-delivery
- Using returns to obtain short-term or free use of items
CULTUR may refuse refunds, block future purchases, report abuse to relevant authorities, or take legal action.
