Refund policy

1. European Union returns

  • 14-day right of withdrawal from receipt of the order, with no reason required and no penalty.
  • Return shipping costs are the customer's responsibility.
  • Full refund: price of the items and the delivery costs you paid on your original order.
  • Delivery costs are refunded only when the entire order is returned.
  • Refund issued to the original payment method, within 14 days of our receiving the parcel or proof of its dispatch, whichever comes first.
  • Keep proof of dispatch. We recommend a tracked service. If your parcel does not reach us, you will need to prove that you sent it, so keep your carrier receipt until your refund has been issued.
  • Items must be returned unworn, unwashed and unscented, with original tags attached and in their original packaging.
  • You may be held liable for any diminished value resulting from handling beyond what is necessary to try on and inspect the item.

2. International returns

  • Returns accepted within 14 days of receipt of the order.
  • Return shipping costs are the customer's responsibility.
  • Refund covers the price of the items only. Outbound delivery costs are not refunded.
  • Shipping terms. Orders to the United States are shipped DDP (Delivered Duty Paid): we pay all import duties and taxes in advance, so nothing is charged to you on delivery. Orders to all other destinations are shipped DAP (Delivered At Place): import duties and taxes are payable by you to the carrier or to your local customs authority on delivery.
  • DAP destinations. Import duties, taxes and carrier handling fees you have paid are not refundable. These amounts are collected by your local authorities and by the carrier, not by KACTUS, and we have no means of recovering them.
  • DDP destinations (United States). No customs charges are billed to you on delivery, and none are deducted from your refund.
  • Customs declaration on returns. Your return parcel must be marked "RETURNED GOODS", showing the order number and the value of the items excluding shipping. If it is not, import charges will be raised against us on arrival and the amount will be deducted from your refund.
  • Return parcels travel at your own risk. We recommend a tracked and insured service. Refunds for international orders are only issued once the parcel has reached us and been inspected.
  • Refund issued to the original payment method, within 14 days of our receiving and inspecting the returned parcel.
  • Items must be returned unworn, unwashed and unscented, with original tags attached and in their original packaging.
  • You may be held liable for any diminished value resulting from handling beyond what is necessary to try on and inspect the item.
  • Local consumer law. Where the consumer law of your country of residence grants you stronger rights than those set out above, those rights apply.

3. Exchanges

  • Request must be made by email within 14 days of receipt.
  • Return shipping of the original item is the customer's responsibility.
  • Re-shipping of the replacement item is charged again, at the standard delivery rate for the destination.
  • Delivery costs paid on the original order are retained.

4. Faulty items and our errors

  • No cost to you: return and re-shipping fully covered by KACTUS.
  • Please report to letstalk@kactus-klothing.com, attaching clear photos of the defect.

5. Return and exchange procedure

  1. Contact us at letstalk@kactus-klothing.com within 14 days of receipt, stating your order number and the items concerned.
  2. Wait for our confirmation email, in which we confirm your return or exchange.
  3. Prepare the parcel: items in original condition, tags attached, original packaging, order number visible inside.
  4. Ship the parcel back to us. We do not provide prepaid return labels: arranging and paying for the return is your responsibility. Send your parcel with tracking to:
    Name: SARL KACTUS
    Postal code: 38440
    Country: France
  5. International returns only: mark the customs declaration "RETURNED GOODS", showing the order number and the value of the items excluding shipping.
  6. Keep your tracking number and carrier receipt until the refund has been issued, in case of any problem with your parcel.
  7. Refund. Once your parcel has reached us and been inspected, we issue your refund to the original payment method and email you a refund confirmation.

Contact

If you have any question about a return or an exchange, contact us at letstalk@kactus-klothing.com