Order Cancellations/Returns
Due to the bespoke and intimate nature of Drakforge products—and to maintain strict hygiene standards—we are unable to accept returns for refunds or replacements unless the products are found to be defective. We are committed to ensuring you receive exactly what you ordered. Therefore, we highly recommend carefully inspecting your items before breaking their clear, sealed packaging.When placing an order with Drakforge, you are entering into a contract for the production of a custom product tailored to your specifications. This includes the procurement of materials specifically required for your order. As such, cancellations of paid orders may be denied or subject to a restocking fee.
Product Unavailability/Order Fulfillment
In the rare instance where we are unable to deliver the products you ordered, we will contact you and offer the following options:
- A full refund
- Replacement products of equal value
Items Returned for Defect Inspection
If a significant quality issue arises, we may request the product be returned for further inspection. In such cases:
- A special mailing address will be provided.
- Shipping and return costs will be fully covered by Drakforge.
Refund Policy
We conduct thorough quality checks before dispatching every product. However, on rare occasions, issues may occur.
- Contact us within 48 hours of receiving your parcel (delivery date can be found in your tracking information).
- Reach out via support@drakforge.com with your concerns.
- If you do not receive a response within 48 hours, contact us through our social media channels. This ensures faster resolution in case emails are lost.
Minor Imperfections:
Each Drakforge product is handmade and custom-poured, which may result in:
- Slight color variations or irregular color placement (silicone behaves unpredictably during pouring).
- Small surface imperfections from the molding process that do not affect body safety.
Refunds or Re-pours:
If your product arrives with a significant defect making it unsafe for use, we may offer:
- A refund
- A re-pour of your product
Important Notes:
- Refunds or discounts will not be issued if the wrong size, density, or shape was ordered. These choices are the customer’s responsibility.
- Inspect your item before opening the packaging. If an issue is noticed during cleaning, contact us immediately with clear photos of the concern.
- For refunds or re-pours, we may request that you destroy the original product and provide photographic evidence to ensure it is removed from circulation.
Damage to Items After Use
Drakforge cannot guarantee the following:
- That the size or density chosen was appropriate for your intended use
- How the product was handled, stretched, or cleaned
- Whether lubricants were used appropriately
As such, we cannot accept responsibility for damages occurring after use.
Damage During Transit
If your parcel is damaged during transit:
- Contact us immediately so we can initiate an investigation with the postal service.
- We may require clear photos of the parcel and its contents or ask you to visit your nearest post office for further investigation.
- Based on the outcome, we may offer a replacement, refund, or discount on future purchases.
- Refunds will be processed through the original payment method.
Note: We do not offer exchanges.
Special Notes
If your parcel is returned to us for any of the following reasons, we will not issue a refund:
- Refusal to accept the parcel
- Refusal to pay import taxes
- Failure to provide an updated address after moving
- Incorrectly entered shipping address
In such cases:
- We will contact you to arrange re-delivery. If you agree to pay the re-delivery cost, we will resend the item.
- If we do not receive a response within one week, we will refund the cost of the product minus the shipping fee.
If a parcel is lost and not returned to us due to the above reasons, we will not provide a refund, as our obligations were fulfilled. If a parcel is lost due to postal service error, we will work with the carrier to resolve the issue.For any further assistance, please email us at support@drakforge.com or contact us through our social media platforms.