Refund policy

RETURN PROCEDURE

Thank you for visiting and shopping at Scars on Louise!

Please do always inspect your order upon reception.

If you received a defective, damaged, incorrect or wrong-sized item, please reach us within 7 days of item delivery date at shop@scarsonlouise.band (with proof of purchase and/or proof of damage and/or proof of incorrect item) before starting the return procedure, so that we can assess the issue and guide you through it as smoothly as possible. Items sent back to us without first requesting a return will not be accepted. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

Defective, damaged, incorrect, or wrong-sized items can be returned within 30 days of receiving our return acceptance mail. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, unwashed, with tags, in its original packaging, and apart from defective or damaged items, without visible damage or defects. 

Apart from defective, damaged and incorrect items, the following items are excluded from return and refund (finale sale items):

  • Buttons
  • Cassettes
  • CDs
  • Digital Download (in case of compatibility or quality issues, please contact us for assistance)
  • LPs
  • Sticker packs
  • Tote bags
  • Men’s Organic Tank Top – Mirror of a broken Heart Collection
  • Organic Hoodie – Mirror of a broken Heart Collection
  • Organic Women’s Tank Top – Mirror of a broken Heart Collection
  • Unisex Organic Sweatshirt – Fryday Collection
  • Sale Items and Gift cards
  • Generally, all custom items (such as special orders or personalized items)

The return will also not be accepted in the following circumstances:

  • Items returned for personal reasons that are not related to receiving an incorrect size;
  • Items that have been worn or used and are not returned in their original packaging with all original tags intact;
  • Items that have sustained damage due to misuse, abuse, improper care, negligence, or accidents (including damage caused by pets);
  • Items that are lost or damaged as a result of fire, flooding, or other natural disasters;
  • Items that are soiled or contaminated.

Additionally, returns will not be accepted from individuals with a history of repeatedly misusing our Return Policy.

Products purchased from brands not affiliated with Scars on Louise, ROKET MUSIC or our approved third-party sellers must be returned through the original retail partner. Items bought from our retail partners are subject to their respective return policies.

Please reach us at shop@scarsonlouise.band if you have questions or concerns about your specific item.

 

If the item does not correspond to your size (wrong-sized items), you may return the item within 30 days of receiving our return acceptance email for an exchange or refund. The delivery and return shipping costs are not refundable or exchangeable. Additional shipping costs for the reshipment of the item may be borne by you.

Once we have received and inspected your return, we will send you an email confirming its receipt and informing you whether your exchange or refund has been approved or denied. In the event of approval, an exchange delivery or refund that will be issued to the original payment method, is initiated within 10 days of reception of the returned item. Item exchanges are, of course, subject to in-store product availability.

Is the exchange impossible or not feasible within a reasonable timeframe and without significant inconvenience, you are entitled to a full refund (including standard delivery charges) that will be issued to the original payment method, excluding any non-refundable shipping or handling charges, within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund too.

 

If the item is defective or damaged, you may return the item within 30 days of receiving our return acceptance email for free replacement at no additional costs (including the costs of the return shipment as well as the costs of the reshipment of the replaced item), if the damage was not caused by you. Please save all packaging material and damaged goods for purposes of proof. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

Once we have received and inspected your return, we will send you an email confirming its receipt and informing you whether your replacement has been approved or denied. In the event of approval, a replacement delivery is initiated within 10 days of reception of the returned item. Item replacements are, of course, subject to in-store product availability.

Is the replacement impossible or not feasible within a reasonable timeframe and without significant inconvenience, you are entitled to a full refund (including standard delivery charges) that will be issued to the original payment method, excluding any non-refundable shipping or handling charges, within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund too.

 

If the incorrect item has been delivered (incorrect item), you may return the item within 30 days of receiving our return acceptance email for free exchange at no additional costs (including the costs of the return shipment as well as the costs of the reshipment of the replaced item). Please save all packaging material and damaged goods for purposes of proof.

Once we have received and inspected your return, we will send you an email confirming its receipt and informing you whether your exchange has been approved or denied. In the event of approval, an exchange delivery is initiated within 10 days of reception of the returned item. Item exchanges are, of course, subject to in-store product availability.

Is the exchange impossible or not feasible within a reasonable timeframe and without significant inconvenience, you are entitled to a full refund (including standard delivery charges) that will be issued to the original payment method, excluding any non-refundable shipping or handling charges, within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund too.

 

CANCELLATION PROCEDURE

Thank you for shopping at Scars on Louise! Please do always inspect your order upon reception.

If you want to cancel your order, please reach us within 14 days of item delivery date at shop@scarsonlouise.band (with proof or purchase and cancellation details) before starting the cancellation procedure, so that we can guide you through it as smoothly as possible. Merely returning the item or refusing delivery does not, by itself, clearly indicate your intention to cancel your order. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

You are entitled to cancel your order within 14 days of item delivery date without providing any justification. If the cooling-off period expires on a non-working day, your deadline is extended until the next working day.

Please note that the 14-day cooling-off period does not apply to: 

  • Clearly personalized goods;
  • Online digital content, that you started downloading or streaming after you expressly agreed to lose your right of withdrawal by starting the performance;
  • Goods which have been unsealed after delivery by you, and which cannot be returned for reasons of hygiene or health protection;
  • Sealed audio or visual recordings or software that have been unsealed after delivery.

We reserve the right to cancel orders that violate our terms and conditions or are suspected to be fraudulent or a result of misuse of our policies.

In case we approve your cancellation request, and your order has not been already processed or shipped, a full refund (including standard delivery charges) will be issued to the original payment method within 14 days maximum after being informed of your decision to withdraw. Please remember that it can take some time for your bank or credit card company to process and post the refund too.

In case we approve your cancellation request, and the order has been already processed or shipped, the item(s) may be returned, in the same condition that you received it, unworn or unused, unwashed, with tags, in its original packaging, without visible damage or defects and carefully packed, within 14 days maximum of receiving our cancellation acceptance email. You may have to pay the return shipping costs.

Once we have received and inspected your cancelled item, we will send you an email confirming its receipt and informing you whether your cancellation has been approved or denied. In the event of approval, a full refund (including standard delivery charges) will be issued to the original payment method within 14 days maximum after being informed of your decision to withdraw. We reserve the right to postpone the refund until valid proof of the return has been received.

If you return only a portion of your order, your refund will include the cost of the returned items along with a proportional refund of the delivery fees based on the number of items returned.

Please do not hesitate to contact us, if you have any return questions, at shop@scarsonlouise.band.