Refund policy

⚖️ TERMS & CONDITIONS

By placing an order, you agree to the terms and conditions outlined below. For detailed information on specific topics, please refer to our full FAQ menu.

Production Timeline: The lead time shown for each item begins only after all necessary information (measurements, hair color, custom details) has been received. Delays in providing these details will push back your shipping date. Please check your spam folder regularly for communications from our studio.

Rush Orders: Rush requests must be explicitly confirmed by us via Live Chat or Email before purchase if the drop-down is marked with *Email/Live Chat only. This means we are at capacity and accepting limited rush orders. Unauthorized rush fees are non-refundable and will not prioritize your order.

Refunds & Merchant Fees: (non-EU)

  • Full Refunds: If production exceeds the stated timeline on your order, you can request a full refund, including merchant & rush fees.
  • Return for Refund: If you are dissatisfied with your item for any reason, you can return it within 7 days of receipt for a full refund. Excludes non-refundable Rush fees and your return shipping costs.
  • Standard Cancellations: All other refunds are for the full purchase price minus non-refundable merchant fees (typically 4.5%).

Communication Policy: Latex Nemesis is a small, specialized studio with elite quality standards and a high-volume queue. To ensure we stay focused on production:

  • You will receive an Order Confirmation and a Shipping Notification with tracking.
  • We may not be able to provide status updates for custom orders within the stated production window.
  • Please only contact us for address changes, order detail corrections, items you wish to add to your order, or other questions.

EU Customers & Right of Withdrawal:
You have the right to withdraw from your purchase within 14 days of physical receipt of your items without giving any reason. Click Here to submit a withdrawal request.

  • Return Shipping: EU buyers are responsible for bearing the direct cost of returning items to our Canadian workshop using a tracked carrier service. Upon receipt of the returned item, we will issue a full refund including initial standard outbound shipping costs.

  • Exemptions: In accordance with EU Directive Article 16(c), custom-tailored apparel, bespoke gear, or items made to customer specifications are exempt from the statutory 14-day right of withdrawal once production has commenced.