Return & Refund Policy

Return & Refund Policy

Last updated: 1 January 2026

This Return & Refund Policy applies to purchases made through the Company’s official online sales channels for personal consumer use.

In the event of any inconsistency between this policy and mandatory consumer protection laws, applicable law shall prevail.

1. Scope of This Policy

This policy applies only to products purchased directly from the Company through its official online Service.

Purchases made through third-party platforms, marketplaces, or physical retail locations are subject to the return and refund policies of those respective platforms or stores.

This policy does not apply to wholesale purchases or orders made for resale or commercial purposes.

2. Hygiene Policy – Important Notice

Due to the nature of the products as hygiene-sensitive and intimate personal items, special return restrictions apply.

Underwear, intimate apparel, absorbent underwear, and similar products are not eligible for return or refund if any of the following conditions apply:

  • the hygiene seal, protective strip, packaging, or any sealed wrapping has been opened, removed, damaged, or otherwise compromised;

  • the product has been worn, even briefly;

  • the product has been washed;

  • the product has been used or tried on directly against the body;

  • the product shows signs of wear, odor, staining, or alteration.

Once the hygiene seal has been removed or broken, the product is considered unsuitable for return for health protection and hygiene reasons, regardless of whether the product appears unused or unworn.

In accordance with applicable EU consumer protection legislation, the right of withdrawal does not apply to such products once unsealed.

3. Shipment and Order Cancellation

Orders cannot be cancelled or returned once the products have been shipped, due to hygiene and consumer safety considerations, except where required by law or in cases of verified manufacturing defects.

4. Manufacturing Defects

Considered manufacturing defects include:

  • holes, tears, or damage present before first use;

  • broken seams or defective stitching;

  • fabric layers separating or delaminating prior to use.

Not considered manufacturing defects:

  • leakage or performance issues related to individual flow, usage patterns, body characteristics, or fit;

  • incorrect size selection by the customer;

  • improper washing, drying, or care;

  • normal wear and tear over time.

Product performance and user experience may vary between individuals and do not constitute a defect.

5. Reporting an Issue

If you believe your product is defective, you must contact the Company within 7 days of receiving the product.

To allow proper assessment, you must provide:

  • your order number;

  • clear photos and/or video clearly showing the alleged defect;

  • a brief written description of the issue.

Claims submitted outside the specified timeframe or without sufficient documentation may not be accepted.

6. Review and Resolution

Each claim is reviewed individually.

If a manufacturing defect is confirmed, the Company may, at its discretion and in accordance with applicable law, offer one of the following remedies:

  • replacement of the product;

  • store credit;

  • refund.

The chosen remedy will reflect the nature of the issue and applicable consumer rights.

7. Sale and Promotional Items

Products purchased at a discounted price, during sales, or as part of promotional offers are non-refundable, except where required by law or in cases of verified manufacturing defects.

8. Return Shipping

If a return is approved:

  • the customer is responsible for return shipping costs, unless the return is due to a confirmed manufacturing defect;

  • the use of a trackable shipping method is recommended;

  • returned products must be sent back in the same condition as received for inspection.

The Company is not responsible for items lost or damaged during return shipping.

9. Refund Processing

Once an approved return has been received and inspected, any applicable refund will be processed using the original payment method within 14 days, in accordance with applicable EU regulations.

10. Contact Information

For questions regarding products, usage, or this Return & Refund Policy, please contact the Company through its official customer support channels.

Written communication is required to allow proper review of order details, documentation, and relevant information, and to ensure handling in accordance with this policy and applicable law.