Last Updated: [24/06/2024]

At Scarlett Night, we are committed to providing our customers with high-quality lingerie and ensuring your complete satisfaction. However, we understand that there may be occasions where you need to return or exchange a product. This Refund and Return Policy outlines the terms and conditions for returns, refunds, and exchanges. By making a purchase from Scarlett Night, you agree to the terms of this policy.

1. General Return and Refund Conditions

1.1 Eligibility for Returns

To be eligible for a return, the following conditions must be met:

• The item must be unused, unworn, and in the same condition that you received it.
• The item must be in the original packaging with all tags and labels attached.
• The return request must be initiated within 30 days of the delivery date.

1.2 Non-Returnable Items

Certain items are non-returnable, including:

• Custom or personalized items
• Digital products and downloadable content
• Gift cards
• Items purchased on clearance or final sale
• Underwear and intimate apparel that has been worn or washed

1.3 Proof of Purchase

All returns must be accompanied by a receipt or proof of purchase. Without this, we cannot process your return.

2. Return Process

2.1 Initiating a Return

To initiate a return, please contact our Customer Service team at Returns@ScarlettNight.Com with the following information:

• Order number
• Name on the order
• Reason for return
• Photographs of the product (if applicable)

2.2 Return Authorization

Upon receiving your return request, we will review it and provide you with a Return Authorization (RA) number and return instructions if your request is approved. Do not send items back without an RA number, as they will not be processed.

2.3 Shipping Costs

You are responsible for the shipping costs associated with returning the item, unless the return is due to an error on our part (e.g., wrong item sent, defective product). We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

2.4 Return Address

Returns should be sent to the following address:

Scarlett Night Returns Office 751, 3 Fitzroy Place, 1/1, Sauchiehall Street, Finnieston, Glasgow Central, G3 7RH UK.

3. Refunds

3.1 Processing Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.

3.2 Partial Refunds

Partial refunds may be granted (if applicable) in the following cases:

• Items not in their original condition, damaged, or missing parts for reasons not due to our error.
• Returns initiated after the 30-day return window.

3.3 Non-Refundable Situations

Refunds will not be issued in the following situations:

• The item is returned without a Return Authorization (RA) number.
• The item does not meet the eligibility criteria for returns.
• The return request is initiated after 30 days from the delivery date.
• The item is a non-returnable product as specified in Section 1.2.

4. Exchanges

4.1 Exchange Eligibility

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at Exchanges@ScarlettNight.Com with your order details and reason for the exchange.

4.2 Exchange Process

Upon receiving your exchange request, we will review it and provide you with instructions for the exchange process. If approved, we will send a replacement product once the defective or damaged item is received and inspected.

4.3 Shipping Costs for Exchanges

If the exchange is due to our error (e.g., wrong item sent, defective product), we will cover the shipping costs for the replacement item. Otherwise, you will be responsible for the shipping costs associated with returning the item and for the shipping costs of the replacement item.

5. Damaged or Defective Items

5.1 Reporting Damaged or Defective Items

If you receive a damaged or defective item, please contact our Customer Service team at Support@ScarlettNight.Com within 7 days of receiving the item. Provide your order number, a description of the issue, and photographs of the damaged or defective product.

5.2 Resolution Options

Upon verifying the damage or defect, we will offer one of the following resolutions:

• A replacement product at no additional cost.
• A full refund to your original method of payment.
• A store credit for the purchase price of the item.

6. Special Promotions and Discounts

6.1 Promotional Items

If you are returning an item that was part of a promotional offer, such as “buy one, get one free,” you must return all items included in the promotion to receive a full refund. If only part of the promotion is returned, the refund amount will be adjusted accordingly.

6.2 Discount Codes

If a discount code was used on the order being returned, the value of the discount code will not be refunded. Discount codes are non-transferable and cannot be reused unless explicitly stated in the promotion’s terms and conditions.

7. Fraud Prevention

7.1 Monitoring Returns

To protect our company and customers from fraudulent activities, we monitor returns for patterns of abuse. Excessive returns, multiple returns without valid reasons, and other suspicious activities may result in account flags or restrictions on future returns and purchases.

7.2 Right to Refuse

Scarlett Night reserves the right to refuse returns or exchanges that do not comply with this policy or appear to be fraudulent, abusive, or conducted in bad faith.

8. Contact Us

If you have any questions about our Refund and Return Policy, please contact us at:

• Email: Returns@ScarlettNight.Com | Contact@ScarlettNight.Com
• Address: Office 751, 3 Fitzroy Place, 1/1, Sauchiehall Street, Finnieston, Glasgow Central, G3 7RH UK.