Refund policy
Last updated: October 20, 2026
At The Goth Society, we want you to feel confident about your purchase. If something is not right, our customer support team is here to help.
This Return & Refund Policy applies to purchases made through the United States storefront of thegothsociety.com, operated by Herivana LLC. Customers shopping through other regional storefronts may be subject to different return policies and applicable consumer protection laws.
1. 30-Day Return Policy
We offer a 30-day return period for eligible products purchased through our United States storefront.
If you change your mind, are not satisfied with your purchase, or ordered the wrong size, you may request a return within 30 days of receiving your order.
To qualify for a standard return:
- Your return request must be submitted within 30 days of delivery.
- The item must be unused, unworn, undamaged, and in its original condition.
- Original packaging and accessories should be included where reasonably possible.
- You must provide your order number or other proof of purchase.
- Returned items must be shipped within 14 days after we provide return instructions, unless we agree otherwise.
We reserve the right to decline voluntary returns that do not meet these conditions, subject to applicable law.
2. How to Request a Return
To request a return, please contact our customer support team at info@thegothsociety.com.
Please include:
- Your order number.
- The item or items you wish to return.
- A brief explanation of your request.
Our team will review your request and provide the appropriate return instructions and return address.
Please do not send items to our registered business address or any other address without first obtaining return instructions. Our registered business address is not necessarily our returns processing facility.
For standard voluntary returns, customers are responsible for arranging and paying for return shipping.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returns that are lost in transit when shipped using a carrier selected by the customer.
3. Return Shipping Costs
Customers are responsible for all shipping costs associated with voluntary returns, including returns due to a change of mind, personal preference, dissatisfaction with a purchase, or an incorrectly selected size.
We do not provide prepaid return labels or reimburse return shipping costs for voluntary returns.
If a product arrives damaged, defective, or incorrect due to an error on our part, we will provide an appropriate resolution without requiring the original product to be returned.
Original shipping charges, if any, are generally non-refundable for voluntary returns, except where required by applicable law.
We do not charge a standard restocking fee for eligible returns.
4. Refunds
Once an eligible return has been received and inspected, we will notify you of the outcome.
Approved refunds will normally be processed within 5 business days after receipt and inspection of the returned item.
Refunds are issued to the original payment method unless otherwise agreed or required by law.
Your bank or payment provider may require additional time to display the refund in your account.
For voluntary returns, the refund generally covers the purchase price of the approved returned items, excluding any non-refundable shipping charges.
If a returned item does not meet our standard return conditions, we may decline the voluntary return or contact you to discuss available options, subject to applicable law.
Where a refund is legally required because goods are defective, misdescribed, or otherwise non-compliant, applicable consumer protection laws take precedence over our standard return conditions.
5. Damaged or Defective Products
We take product quality seriously. If your item arrives damaged, defective, or otherwise does not meet applicable quality requirements, please contact us at info@thegothsociety.com.
To help us assess the issue efficiently, please provide your order number, a brief description of the problem, and photographs where reasonably available.
Depending on the circumstances, we may offer:
- A replacement item at no additional cost.
- A full or partial refund, as appropriate.
- Another suitable resolution agreed with the customer.
For confirmed product defects, damage upon arrival, or errors on our part, we do not require customers to return the original product in order to receive an appropriate resolution.
This approach helps us resolve issues more quickly and avoids unnecessary return shipping.
Nothing in this section limits any rights or remedies available under applicable consumer protection laws.
6. Incorrect Items or Sizes
If we sent the wrong item or size:
If you received a product or size different from what you ordered, please contact us with your order number and, where reasonably available, a photograph of the item received.
We will arrange an appropriate correction at no additional cost to you, which may include sending the correct item or providing a refund.
You will not be required to return the incorrectly supplied product.
If you ordered the wrong size:
If you selected the wrong size when placing your order, our standard 30-day return conditions apply.
Customers are responsible for return shipping costs in these circumstances.
Our customer support team may offer an alternative solution, such as a discounted replacement or another suitable arrangement, at our discretion.
Any such alternative is optional and does not affect your eligibility for a standard return where the applicable conditions are met.
7. Exchanges
We do not offer automatic exchanges as part of our standard return process.
If you would like a different product, style, or size, you may request a return of the original item and place a new order.
In certain circumstances, our customer support team may offer a replacement or alternative arrangement without requiring a standard return.
These arrangements are assessed individually and are not guaranteed for voluntary exchanges.
8. Order Cancellation
Customers may request cancellation of an order within 24 hours of placing it by contacting info@thegothsociety.com.
Cancellation requests must be received within this 24-hour period. If an order has already been processed or shipped, cancellation may not be possible.
After 24 hours, we do not accept voluntary order cancellations.
Once an order has been delivered, customers may request a return under our standard 30-day return policy, subject to the applicable conditions.
If a cancellation is approved, any payment collected for the cancelled items will be refunded to the original payment method.
Nothing in this section limits cancellation or refund rights required by applicable law.
9. Items Not Eligible for Voluntary Returns
The following items are generally excluded from our voluntary 30-day return programme:
- Items that have been worn, used, damaged, or materially altered after delivery.
- Personalised or custom-made products, unless otherwise stated.
- Items returned without sufficient information to identify the original purchase.
- Items specifically identified as final sale at the time of purchase, where such restrictions are permitted by law.
For hygiene reasons, certain earrings or other body-contact jewellery may be subject to additional return restrictions where clearly disclosed before purchase and permitted by applicable law.
These exclusions do not apply where a return, refund, replacement, or other remedy is required by applicable law, including cases involving defective or incorrectly supplied products.
10. Missing or Lost Deliveries
If your order has not arrived within the expected delivery period, please contact our customer support team.
We will review the available tracking information and, where appropriate, investigate the delivery with the shipping carrier.
If a shipment is confirmed lost or was not delivered as required, we will provide an appropriate resolution in accordance with applicable law, which may include a replacement or refund.
For more information about shipping and delivery, please review our Shipping Policy.
11. Customer Support and Alternative Resolutions
We understand that not every issue requires a physical return.
Depending on the circumstances, our customer support team may offer an alternative resolution, such as a replacement, an alternative product, a partial refund, or a refund without requiring the original item to be returned.
These options are evaluated individually, taking into account the nature of the issue and the customer's circumstances.
Alternative resolutions are offered at our discretion where permitted by law and do not replace or restrict any remedies to which a customer is legally entitled.
12. Your Consumer Rights
This policy describes our standard return and refund procedures for customers purchasing through our United States storefront.
Consumer protection laws may vary by state. Nothing in this policy is intended to exclude, restrict, or waive any rights or remedies that cannot legally be limited under applicable federal or state law.
Where applicable law provides greater protection than this policy, the relevant legal requirements will prevail.
13. Contact Information
For returns, refunds, damaged products, incorrect orders, or other customer support enquiries, please contact:
The Goth Society
Operated by Herivana LLC
Email: info@thegothsociety.com
Phone: +1 256 770 0001
Registered business address:
1012 Marquez Pl, Suite 201 B
Santa Fe, NM 87505
United States
Please contact customer support for the correct return shipping address before sending any items back.