Refund & Return Policy

Last updated: 15 August 2026

At MsoulStudio, every item is carefully handcrafted to order. Production typically takes 1–3 business days. Complex or fully custom pieces may take longer — we'll confirm an estimated timeline with you by email after you place your order.

We stand behind the quality of everything we make. Please read the policy below carefully — the rules differ slightly for our made-to-order Bondage Collection and other fully customised pieces.

1. Eligibility for Returns

  • Because all products are handmade, returns or exchanges must be requested within 2 days of receiving your order.
  • Items must be returned in their original condition and packaging (unused, unwashed, and with all tags attached).
  • Returns are accepted if you receive:
    • An incorrect item
    • A defective or damaged item
    • A product that does not fit and requires resizing (see Section 7, Exchanges)
  • Custom-made and Bondage Collection items — including King's Chest and Travel Trunk — are not eligible for no-reason returns or exchanges. See Section 3 for details.

2. Return Shipping & Restocking Fee

  • We do not provide prepaid return shipping labels for any product.
  • Return shipping is the customer's responsibility for every return — except when the return is due to our error (for example, the wrong item was sent), in which case we cover the shipping cost.
  • A £14 restocking fee will be deducted from your refund for each return.
  • The original outbound shipping fee we paid to send your order is non-refundable.
  • Defective or damaged items are handled differently — see Section 5. Exchanges due to a sizing/measurement error are handled under Section 7.

3. Custom-Made & Bondage Collection Items — No No-Reason Returns

Our Bondage Collection — including King's Chest and Travel Trunk — is made entirely to order, to each customer's own specification. Production begins as soon as your order is placed, and each piece is custom-built — for this reason, these items cannot be returned or exchanged for a change of mind, sizing preference, or any other no-reason request, in line with the exemption for made-to-order and personalised goods recognised under UK and EU distance-selling law.

This restriction also applies to any other engraved, personalised, or fully custom-made product.

That said, we stand behind the quality of every custom piece we make. If your item arrives defective, damaged, or with a genuine quality issue, we take full responsibility — please contact us as soon as you notice the problem and we will resolve it promptly (repair, replacement, or refund). See Section 5 for details.

4. Non-Returnable Items

For hygiene and customisation reasons, the following items cannot be returned or refunded unless defective:

  • Engraved or personalised items
  • Panty harnesses
  • Sample sale items
  • Used or worn items (including items with scratches, deodorant, or makeup marks)

5. Defective or Damaged Items — Our Guarantee

Every product is carefully inspected before it leaves our workshop. Occasionally, international couriers handle parcels roughly in transit, and an item — including items from the Bondage Collection or other custom-made pieces — may arrive damaged as a result. Whatever the cause, we take full responsibility, no exceptions.

  • If your item is damaged due to a shipping/transit issue, please contact us at support@msoulstudio.com immediately, with evidence (photos or a short video of the damage) — we'll send you a replacement right away, and we cover the shipping cost of the new item. You're responsible for the cost of shipping the damaged item back to us.
  • For any other quality issue or defect, we'll resolve it promptly through a repair, replacement, or refund, whichever is most appropriate.

6. Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed to your original payment method.
  • Refund processing time is up to 7 business days after the returned parcel is received.

7. Exchanges

  • If a non-custom item does not fit due to a measurement error on your side, contact us at support@msoulstudio.com within 7 days of delivery and we'll exchange it for the correct size at no extra product cost.
  • Custom-made and personalised items are not eligible for this exchange.
  • You are responsible for shipping costs in both directions — sending the item back to us and receiving the replacement.

8. Order Cancellation

  • Cancellation requests must be made within 24 hours of placing your order.
  • If cancellation is requested after 24 hours and the order is already in production, a £14 cancellation fee will be deducted from your refund to cover time and labor costs, as all products are handmade.

9. Important Notes

  • Unauthorized returns will not be accepted. Please contact us before sending any item back.
  • Packages returned due to an incorrect address, refusal of delivery, or lack of response from the recipient are not eligible for refunds.
  • We are not responsible for lost or stolen packages once tracking shows proof of delivery.

10. Your Statutory Rights

Nothing in this policy affects your other statutory rights as a consumer.

  • Made-to-order and personalised items, including our Bondage Collection, are outside the standard right of withdrawal for distance sales under Regulation 28(1)(b) of the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the equivalent Article 16(c) of EU Directive 2011/83/EU on consumer rights.
  • Your right to a repair, replacement, or refund for faulty goods, not fit for purpose, or not as described is protected under the UK Consumer Rights Act 2015 (and, for EU customers, Directive (EU) 2019/771 on the sale of goods) and applies to all products, including custom and made-to-order items. This right cannot be excluded or limited by this policy.

11. Contact Us

If you have any questions about returns or exchanges, please contact our customer support team: support@msoulstudio.com