Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Signal@thedencode.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

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 Signal@thedencode.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.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


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 Signal@thedencode.com.

The Den Code – Return & Exchange Policy

Effective Date: [Insert Date]

We want you to feel confident shopping with The Den Code. If something isn’t right, here’s how we handle returns and exchanges.

1. Eligibility

  • Returns are accepted within 14 days of delivery.

  • Items must be unused, unwashed, and in original condition, with all tags, packaging, and labels attached.

  • The following items cannot be returned or exchanged:

    • Intimate apparel (underwear, jockstraps, harnesses, and other body-contact garments)

    • Personal care products (lotions, oils, wipes, sprays, grooming items, etc.)

    • Lubricants and consumables

    • Jewelry or accessories intended for body contact, insertion, or piercing

    • Custom or made-to-order items

    • Sale or discounted items

    • Gift cards

2. Process

  1. Email us at signal@thedencode.com with your order number and reason for return/exchange.

  2. Once approved, we’ll provide return instructions.

  3. Ship your item back using a trackable service. Customers are responsible for return shipping costs unless the item is defective or incorrect.

3. Refunds

  • Refunds are issued to your original payment method once we receive and inspect the item.

  • Shipping charges are non-refundable.

  • Please allow up to 10 business days for refunds to appear on your account.

4. Exchanges

  • Exchanges are subject to stock availability.

  • If the requested size or item is unavailable, a refund will be issued instead.

5. Damaged or Incorrect Items

If you receive a defective or incorrect item, contact us within 7 days of delivery at signal@thedencode.com. We’ll cover return shipping and send a replacement or issue a full refund.

6. Contact

For all return and exchange inquiries, please contact:

DEN13 – The Den Code / Romer Haus LLC
Email: signal@thedencode.com
Website: www.thedencode.com