DEN13 Return & Refund Policy

At DEN13, your safety, satisfaction, and privacy are our top priorities. We take pride in the quality and integrity of our products, and we also take hygiene and safety seriously. Because many of our items are intimate or personal in nature, we have strict guidelines in place to ensure every customer receives products that are brand new and unused.

This policy explains exactly which products can be returned, which cannot, and how to request a return. By placing an order with DEN13, you agree to the terms outlined below.

1. Final Sale / Non-Returnable Items

For hygiene, health, and safety reasons, certain products cannot be returned or exchanged under any circumstances once they have left our facility. These include, but are not limited to:

• Opened or worn garments (including underwear, jockstraps, harnesses, and other apparel)

• Lubricants, oils, sprays, and other consumable products (even if unopened after delivery)

• Adult toys and intimate accessories once the packaging seal has been broken

• Custom-made or personalized products

These items are considered Final Sale and cannot be accepted back due to industry hygiene regulations and to protect all customers.

2. Eligible Returns

We will accept returns of certain non-intimate items if:

• You submit your request within 14 days of delivery

• The item is unused, unworn, and in its original, unopened packaging

• The product has all tags, labels, and protective seals intact

• You have received a Return Authorization (RA) number from our team

If the return does not meet these conditions, it will be refused and shipped back to you at your expense.

3. Damaged or Defective Items

If your order arrives damaged or defective:

1. Contact us within 7 days of delivery

2. Include your order number and clear photos showing the damage or defect

3. Once approved, we will replace the item with the exact same product at no additional cost

Important: We do not offer refunds for damaged or defective items unless the identical replacement is unavailable. In those rare cases, a store credit or refund will be issued.

4. Return Process

1. Request Authorization – Email [your email here] with your order number, reason for return, and any photos if applicable.

2. Receive RA Number – Our team will confirm if the item is eligible and provide an RA number with instructions.

3. Ship Securely – Package the item safely, including all original packaging, tags, and documentation.

4. Return Window – All approved returns must be shipped back within 7 days of RA approval.

5. Customer Responsibility – You are responsible for all return shipping costs unless the return is due to a verified error on our part.

5. Refunds

• Refunds will be processed to your original payment method once the return is inspected and approved.

• Original shipping fees are non-refundable.

• Please allow up to 7 business days from receipt of your return for processing.

• Any return that arrives used, damaged, or without required packaging will be refused and returned to you at your expense.

6. Exchanges

We do not process direct exchanges. If you wish to receive a different item, you must place a new order once your return (if eligible) is approved and refunded.

7. Refused or Unauthorized Returns

Items returned without prior authorization, outside the return window, or ineligible under this policy will be:

• Refused upon delivery and returned to sender

• Or, if accepted by mistake, shipped back to the customer at their expense

8. Legal & Safety Compliance

This policy complies with hygiene and safety standards common in the apparel, intimate, and adult product industries. These measures ensure that every customer receives a brand new, untouched product and that our supply chain remains uncontaminated.

9. Need Help?

If you have questions or need help understanding this policy, contact our support team before placing your order at: [your email here]. We’re here to make your experience with DEN13 as smooth, safe, and satisfying as possible.

By completing your purchase, you confirm that you have read and agree to this Return & Refund Policy.