Refund policy

Return and Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, unopened, with all original tags, hygiene seals, protective seals, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at info@romulusshop.com. If your return is accepted, we will send you instructions on how and where to send your package.

Customers are responsible for return shipping costs. We do not provide prepaid return shipping labels for standard returns. We strongly recommend using a trackable shipping service, as we are not responsible for returns that are lost, delayed, or damaged in transit.

Returns must be sent to the following address:

Romulus Shop
45 Charles Street East
Toronto, ON, Canada

Items sent back to us without first requesting and receiving return approval will not be accepted.

You can always contact us for any return questions at info@romulusshop.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

For defective, damaged, or incorrect items, please contact us with your order number and clear photos of the product and packaging. Depending on the situation, we may offer a replacement, refund, store credit, or other appropriate solution.

Exceptions / Non-Returnable Items

For health, hygiene, and safety reasons, certain items cannot be returned.

We cannot accept returns for:

  • Items that have been opened, used, worn, washed, altered, or damaged after delivery
  • Items with broken, removed, or tampered hygiene seals or protective seals
  • Personal care, intimate, or hygiene-sensitive products once opened
  • Custom products, special orders, or personalized items
  • Gift cards
  • Final sale or clearance items
  • Any item that is not in its original condition, packaging, or is missing parts for reasons not due to our error

Please contact us at info@romulusshop.com if you have questions about whether your item is eligible for return.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, if it is eligible for return. Once the return is accepted and approved, you can make a separate purchase for the new item.

Please note that customers are responsible for return shipping costs for eligible exchanges unless the item received was defective, damaged, or incorrect.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without a justification.

However, for health and hygiene reasons, this right may not apply to sealed goods that are not suitable for return once unsealed after delivery. This includes hygiene-sensitive, personal care, and intimate products where the protective or hygiene seal has been opened, removed, broken, or tampered with.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, unopened, with all original tags, hygiene seals, protective seals, and in its original packaging. You’ll also need the receipt or proof of purchase.

Customers are responsible for return shipping costs unless otherwise required by applicable law or unless the item received was defective, damaged, or incorrect.

Refunds

We will notify you once we’ve received and inspected your return, and let you know whether the refund was approved.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember that it can take additional time for your bank or credit card company to process and post the refund.

Original shipping charges are non-refundable unless the return is due to our error, such as a defective, damaged, or incorrect item.

If more than 15 business days have passed since we approved your return, please contact us at info@romulusshop.com.