Refund and Returns Policy

Last updated: 1/10/2025

Thank you for shopping at BDSM Union. We want you to feel confident when purchasing specialized BDSM and dungeon furniture. This policy explains how returns, refunds, exchanges, and replacements work for retail customers in the United States.

  1. Eligibility at a glance
  • Return window: 30 calendar days from the delivery date for eligible items.
  • Condition: Unused, unassembled (if applicable), and in the original packaging with all hardware and manuals.
  • Proof of purchase: Order number and the email address used at checkout.
  • Non-returnable items:
    • Custom, made-to-order, or personalized items (custom dimensions, colors, finishes, or logos).
    • Assembled or used items, or items showing wear, odors, fluids, or modifications.
    • Clearance/Final Sale items marked Non-returnable.
    • Consumables and intimate soft goods that contact skin (e.g., gags, blindfolds, certain straps) unless defective on arrival.
  • Safety note: For hygiene and safety reasons, we cannot accept returns of items that have been used in any scene.
  1. Damaged, defective, or incorrect items
  • Inspect on delivery: If packaging is visibly damaged, photograph the box and item before assembly.
  • Notify us within 7 days of delivery for damage, defect, or shipment errors.
  • What we need: Order number, photos of the issue (box, labels, product, affected area).
  • Resolution: We will arrange a free replacement part, a full replacement, or a refund depending on the issue. Keep all packaging until the case is resolved.
  1. How to start a return
  • Email info@bdsmunion.com with your order number, the item(s) you wish to return, and the reason for return.
  • We’ll reply within one business day with instructions and a return merchandise authorization (RMA) if eligible.
  • Do not ship anything without an RMA. Unauthorized returns may be refused.
  1. Return shipping and fees
  • Change-of-mind/fit issues: Return shipping is the customer’s responsibility. We can provide a discounted label in many cases; the label cost will be deducted from your refund.
  • Defect, damage, or our error: We cover return or replacement shipping.
  • Restocking fee: For standard, non-custom furniture returns in resalable condition, a 10% restocking fee may apply to cover inspection, repacking, and processing. Restocking is waived for defective/incorrect items.
  • Original shipping: Original outbound shipping is non-refundable unless the return is due to our error.
  1. Packaging and condition requirements
  • Items must be returned in the original packaging with all inserts, padding, and hardware. If you no longer have the packaging, tell us; we can advise on safe alternatives. Returns arriving damaged due to improper packing may be refused or incur additional fees.
  • Any signs of use, assembly marks, missing hardware, or altered finishes may reduce or void the refund.
  1. Freight/LTL deliveries (oversized items)
  • Signature required: Most large furniture ships via LTL freight and requires an adult signature.
  • Delivery inspection: Before signing, check all sides of the pallet/box. Note any damage on the delivery receipt and take photos. Refuse delivery only if the item is severely damaged; otherwise accept with “Subject to inspection/possible damage” noted.
  • Returns via freight: For change-of-mind returns on LTL items, freight costs are the customer’s responsibility and can be significant. We can quote a return freight rate through our carriers.
  1. Refunds: timing and method
  • Once we receive and inspect your return, we’ll notify you of approval or any adjustments within 3–5 business days.
  • Approved refunds are issued to the original payment method. Banks/card issuers may take 3–10 additional business days to post funds.
  • If a return is denied, we can ship the item back to you at your expense.
  1. Exchanges and replacements
  • Need a different size or model? We treat exchanges as a return plus a new purchase to speed up fulfillment.
  • For defective parts, we often ship replacement components (e.g., pads, straps, anchors) instead of replacing the entire item.
  1. Cancellations
  • Standard in-stock items: You may cancel before the order ships for a full refund.
  • Custom or made-to-order items: Cancellations are only possible within 24 hours of purchase. After 24 hours, materials and production may have begun, and a cancellation fee up to 50% may apply.
  1. Custom and made-to-order items
  • Final sale: Custom dimensions, upholstery, colors, or modifications are non-returnable unless defective on arrival.
  • Tolerances: Small variations in color/finish or hand-crafted details are normal. We will work with you to resolve any functional issues.
  1. Privacy and discreet packaging
  • All returns and replacements are processed discreetly. Shipping labels and receipts use neutral descriptions and our corporate name—never explicit terms. If you require hold-for-pickup or a specific carrier for the return, let us know.
  1. Warranty and spare parts
  • Many products include a manufacturer warranty against defects in materials and workmanship. Warranty terms vary by item and do not cover misuse, improper installation, or normal wear.
  • We stock common spare parts (pads, straps, hardware). Email us for availability and pricing.
  1. Incorrect address, missed deliveries, or refused shipments
  • If a package is returned to us due to an incorrect address or repeated missed deliveries, we can reship for the cost of additional postage. Refunds in these cases will exclude original shipping and may be subject to a restocking fee.
  • Refused shipments that are not damaged will be treated as change-of-mind returns.
  1. Safety disclaimer
  • BDSM activities involve risk. Always follow our setup guides, weight ratings, and common-sense safety practices. We are not responsible for damage resulting from improper installation, modification, or use outside stated limits.
  1. How to contact us
  • Email: info@bdsmunion.com
  • Response time: We typically reply within one business day, Monday–Friday.