Refund policy

Return or exchange of a fault-free items

Changed your mind? We've got you covered!

  • FYI. Fact 1: the Civil Code of Germany (BGB) does not contain any right of the customer to exchange or return goods that are free of defects.
  • FYI. Fact 2: there are no European Union rules reserving the right of the customer to return goods they bought in a shop because they have simply changed your mind.

But our service goes beyond legal obligations! At Maskulo Berlin we will accept any item that you bought from us within the 30 days from purchase without asking for reasons. (See contact details at the bottom of this article). To return an item:

  • please bring back the apparel in the same condition that you purchased it from us,
  • without signs of wear or use, with all tags,
  • just tell us when (date) you made this purchase - for us to find the order in our system.

After doing this - you can either (1) exchange the item, or (2) get a refund, using the payment method that was originally used - you will get a refund receipt from our cash desk system.

Non-returnable items. Certain types of items cannot be returned according to the rules, like intimate use items (e.g. everyday underwear), personal care goods (such as lube gels, beauty products), perishable goods (such as food), custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases.

Unfortunately we cannot accept returns on sale items or gift cards. Please mind that items that are marked as "Private sale" are excluded from the legislation on consumer rights and therefore are not valid for returns, claims or refunds. 

Please get in touch if you have questions or concerns about your specific item.

Faulty item? Let's fix it!

A faulty apparel item is a piece that has defects of such nature as:

1) workmanship faults - when some apparel production works were not done or were done wrong - like missing stitching, snap buttons or other connectors, misplaced elements - and in the end the product does not match the reference images or descriptions in product catalogs;
2) material faults - when fabrics or other elements used in production have faults - like holes on fabrics, discoloration of materials, defective accessories etc.

Please note that when a customer does not comply with product use and care instructions - this does not entail liability for the seller. The typical cases are: (*) machine wash & spin-dry of PU-containing items contrary to care instructions (*) hot laundry that damages the product immediately, (*) hi-spin machine dry, (*) rust of metal accessories when an item was left in water for too long, (*) discoloration of fabrics caused by poppers (leather cleaners), deodorants, other chemical substances, (*) heavy use of our apparel that in fact belongs to the category "fetish fashion" and not "heavy-duty items".

How to settle? Easy!

  • email Maskulo Berlin Local store at berlin@maskulo.com,
  • or visit our store: Fuggerstr. 19, 10777 Berlin, Germany.

Other questions?

We are here to help! You can always contact our Berlin store at berlin@maskulo.com