Refund & Privacy Policy

This page explains how CUS Studios handles returns, refunds, exchanges, customer privacy and personal data.

By purchasing from our website or using our online store, you agree to the terms described below.

1. Refund Policy

1.1 Returns

Customers may request a return within 14 days of receiving their order, in accordance with applicable consumer protection laws.

To be eligible for a return, the item must be:

Unworn
Unused
Unwashed
Undamaged
In its original condition
Returned with tags and original packaging where applicable

Items that show signs of wear, washing, damage, stains, strong odors, missing tags or improper use may not be accepted for return.

1.2 How to Request a Return

To request a return, please contact us at:

coldurbanstitch@gmail.com

Please include:

Your full name
Order number
Email used for the order
Item you want to return
Reason for the return

Once your request is reviewed, we will provide further instructions.

Please do not send items back without contacting us first.

1.3 Return Shipping

Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of return shipping.

We recommend using a tracked shipping service, as CUS Studios is not responsible for returned items lost or damaged in transit.

1.4 Refunds

Once we receive and inspect the returned item, we will notify you whether the refund has been approved or rejected.

If approved, the refund will be processed to the original payment method.

Please note that it may take several business days for the refund to appear in your account, depending on your bank or payment provider.

Original shipping costs may not be refunded unless required by applicable law or unless the return is due to an error on our side.

1.5 Exchanges

We may offer exchanges depending on product availability.

If you need a different size or item, please contact us at:

coldurbanstitch@gmail.com

If the requested item is unavailable, we may offer a refund or store credit where applicable.

1.6 Damaged, Faulty or Incorrect Items

If you receive a damaged, faulty or incorrect item, please contact us as soon as possible at:

coldurbanstitch@gmail.com

Please include your order number and clear photos of the issue.

If the issue is confirmed, we will offer an appropriate solution, which may include replacement, exchange or refund.

1.7 Non-Returnable Items

Certain items may not be eligible for return where permitted by law, including:

Personalized or custom-made products
Items marked as final sale, where legally allowed
Items that have been worn, washed or damaged by the customer
Items returned outside the return period
Items without original tags or packaging, where applicable

This does not affect your mandatory consumer rights.

1.8 Limited Drops

Some CUS Studios products may be released as limited drops and may not be restocked.

If an exchange is requested for a limited item and the size or product is no longer available, we may offer a refund or alternative solution where applicable.

2. Privacy Policy

2.1 Who We Are

This website is operated by CUS Studios.

Business name: [insert legal business name]
VAT / Tax number: [insert VAT or NIF, if applicable]
Registered address: [insert business address]
Customer support email: coldurbanstitch@gmail.com

For the purposes of this Privacy Policy, "we", "us" and "our" refer to CUS Studios.

2.2 Personal Information We Collect

We may collect the following personal information when you visit our website, place an order, contact us or interact with our store:

Name
Email address
Phone number
Billing address
Shipping address
Order details
Payment confirmation details
Customer support messages
IP address
Device and browser information
Website activity, such as pages viewed, products viewed and cart activity
Marketing preferences, such as newsletter subscription status

We only collect information that is necessary to operate our store, process orders, provide customer support, improve our website and communicate with customers.

2.3 How We Collect Your Information

We collect personal information when you:

Visit our website
Place an order
Create or use a customer account
Subscribe to email marketing
Contact us through forms, email or social media
Interact with cookies, tracking technologies or advertising tools on our website

Some information is provided directly by you. Other information may be collected automatically through cookies and similar technologies.