Warranty & Complaints

Last updated: 18 August 2026

Statutory conformity

Every product must possess the quality and characteristics a consumer may reasonably expect based on the contract, product description and circumstances. These statutory rights apply to standard, sealed and made-to-measure products and cannot be removed by a hygiene or withdrawal exclusion.

What to do

Email info@lady-m-latex.shop and include the order number, a clear description of the issue and photographs where they help us assess it. Please report an issue within a reasonable time after discovering it and stop using the product if continued use could worsen the damage.

Assessment and remedies

Lady M Latex may ask reasonable questions or arrange inspection. When a product does not conform, the appropriate remedy may be repair or replacement and, where those remedies are impossible, disproportionate or not completed within a reasonable time, price reduction or termination and refund, as provided by applicable consumer law. Necessary return costs for a justified defect claim are borne by Lady M Latex.

Care-related damage

Damage caused by misuse, incorrect dressing, sharp objects, unsuitable oils or solvents, excessive heat, improper storage or failure to follow supplied care instructions is not a manufacturing defect. This does not affect rights where instructions were missing, unclear or the product was inherently defective.

Complaint handling

We aim to acknowledge complaints promptly and provide a substantive response within 14 days. If more time is needed, we will explain why and give an expected response date. Mandatory rights to seek assistance from a competent dispute-resolution body or court remain available.

Contact details

Lady M Latex, Speenkruidstraat 395, 9404 HP Assen, the Netherlands. Chamber of Commerce: 97334367. Email: info@lady-m-latex.shop. Telephone: +31 6 17128066.