Returns & Refunds

Returns & Refunds

Three things protect you when you buy from us: our 30-Day Guarantee, your legal right to cancel within 14 days, and your legal rights if something is faulty. They’re separate, and the rules of the guarantee never limit the other two.

30-Day Guarantee

Every Sul Cuore product comes with our 30-Day Guarantee. It’s an extra promise from us, on top of your statutory rights, never instead of them.

Who gives the guarantee

Group Henrrys, LLC (trading as Sul Cuore), 7345 W Sand Lake Rd, Ste 210, Office 3045, Orlando, FL 32819, United States · support@sulcuore.com

How long and what it costs

30 calendar days from delivery (the date shown on your tracking), on every product ordered from sulcuore.com and delivered to the UK. It’s free to use.

What’s covered

You can claim if, within 30 days of delivery:

  • your item arrived damaged, faulty or incomplete, or isn’t what you ordered;
  • it doesn’t do what we describe on its product page, even though you used it as instructed;
  • the size or fit isn’t right: you can exchange it or get a refund, as long as it’s only been tried on;
  • you tried it on and realised it’s not for you: that’s fine, as long as it’s only been tried on, just like in a fitting room.

What’s not covered

The guarantee is there so you can try without risk, not to use a product for free. So it doesn’t cover:

  • items worn or used as normal for days or weeks, then sent back because you’ve gone off them (for example: used for 20 days, then returned);
  • signs of wear, washed items, odours, make-up, deodorant or cream marks, or removed labels;
  • damage caused by misuse or by not following the care instructions;
  • normal wear and tear, or missing accessories.

Intimates and skin-contact items: hygiene rules

  • Shapewear, underwear, knickers and swimwear: please try them on over your own underwear, with any hygiene liner in place and the labels still attached. That way, if the size isn’t right or it’s not for you, you’re covered.
  • If a problem only shows when you actually wear it (for example, absorbent knickers that, in the right size and washed as instructed, don’t hold as described), still get in touch: we’ll review your case from your photos and description. For hygiene reasons, please don’t send back worn intimates unless we ask you to. We’ll tell you what to do next.

How to claim

  1. Email support@sulcuore.com within 30 days of delivery, subject “30-Day Guarantee, order no. …”, with your order number, the product and size, the reason in a few lines, and 2–3 photos of the item (for intimates, with the labels visible).
  2. Our support team reviews the reason and checks whether it’s covered by the guarantee. If needed, we’ll ask a few questions (for example about your measurements or how you used it) so we can find the right solution.
  3. We’ll reply by email with our decision and, if your claim is approved, the next steps.

For a guarantee claim, please don’t send anything back until we reply: we’ll give you the return address and instructions.

Once approved

  • Size exchange or replacement: we’ll send your new item with free tracked delivery.
  • Refund: within 14 days of receiving your return (or of approval, if we don’t ask you to send the item back), to your original payment method. Fast dispatch charges aren’t refunded unless the problem is our error or a fault.
  • Return postage: paid by us if it’s our error or a fault; paid by you for other reasons (size, not for you).

Your right to cancel (14 days)

Under the Consumer Contracts Regulations 2013 you have 14 days from receiving your order to change your mind, no reason needed. Sealed items that aren’t suitable for return for hygiene reasons are excepted once unsealed. The conditions of the guarantee, such as “only tried on”, don’t apply to this right. See Right to Cancel for how it works.

Faulty items

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they’re not, you can reject them for a full refund within 30 days. After that, you’re entitled to a repair or replacement and, if that doesn’t fix it, a price reduction or refund. You can bring a claim for up to six years (five in Scotland). Email support@sulcuore.com with your order number and photos. We cover the return costs of faulty goods.

Refund times

Refunds are made to your original payment method within 14 days of receiving the returned item, or of confirming the fault or claim.