Refund policy

Returns Policy

Not entirely satisfied with your purchase? Products purchased directly through the Gunderwear webshop can be returned up to and including 30 days after receipt.

This return policy does not apply to purchases made through marketplaces on which Gunderwear is active. In such cases, the terms and return procedure of the relevant sales platform apply.

Returns

You do not need to register your return in advance, and you do not need to complete a return form.

The return package must be dispatched no later than the 30th day after receipt. The date on the shipping receipt is decisive.

Clearly state your order number on or in the return package. Without an order number, the return shipment cannot be linked to the sender and the original order. Return shipments without an order number will therefore not be processed.

Return address

Send your return shipment to:

Gunderwear
Order [your order number]
Burgemeester Wittestraat 26
5616 DB Eindhoven
The Netherlands

Ensure correct addressing, sufficient postage, and proper packaging. The sender is responsible for the return shipment until it has been received by Gunderwear.

Use the tracking number to check for yourself whether your return shipment has been delivered. Return shipments are processed as quickly as possible and no later than 14 days after registered receipt by Gunderwear. You will automatically receive notification as soon as the return has been processed. Please contact us if you have not received confirmation 14 days after the registered delivery.

Return conditions

For a full refund, the product must be unworn, unused, unwashed, clean, complete, and free of odours. The originally attached labels must still be attached to the product, and where possible the product must be returned in its original packaging.

Underwear, swimwear, and similar garments must be tried on over your own underwear for hygiene reasons.

You may inspect and try on a product as would reasonably be possible in a physical shop. If a product has been used or handled beyond what was necessary to assess it, Gunderwear may deduct the demonstrable reduction in value.

A product returned after the statutory cooling-off period must be fit to be resold as new. If the return conditions are not met, the return shipment may be refused.

Sealed hygiene products

Sealed products that are not suitable for return for reasons of health protection or hygiene cannot be returned once the seal has been broken.

This may apply, among other things, to sealed lubricants, care products, and certain intimate accessories. When a product is excluded from return, this will be stated with the product or before completing the order.

Return costs

The costs of sending back a regular return are entirely at the customer's expense. Gunderwear does not provide a return label for this and does not reimburse these return costs.

Have you received an incorrect, damaged, incomplete, or defective product? If so, contact Gunderwear before returning it and, where possible, immediately include clear photos showing the problem. Do not return the product on your own initiative. Gunderwear will assess the report and indicate what further steps are required.

Refund

After receipt and inspection of the return shipment, Gunderwear will refund the amount actually paid for the accepted returned products.

Return shipments are processed as quickly as possible and no later than 14 days after registered receipt by Gunderwear. The refund will be initiated within that same period.

The refund is issued via the same payment method used for the order. Depending on the bank or payment method, it may take a few working days after the refund has been initiated before the amount becomes visible.

For returns that fall under the statutory right of withdrawal, the statutory refund periods remain fully applicable. The 14-day processing period mentioned above does not extend these statutory periods.

Depreciation and misuse

Gunderwear does not charge a fixed restocking fee for a standard return shipment.

If a product has been used or handled beyond what was necessary to assess it, demonstrable depreciation may be charged. This may take into account, among other things, signs of use, damage, soiling, odours, missing labels, missing parts, and the condition of the product packaging.

If there are indications of fraud or abuse, Gunderwear may investigate a return shipment further. In the event of demonstrable structural abuse, Gunderwear may decide to no longer accept future orders.

Discounts and free promotional products

In the event of a return, only the amount actually paid for the product will be refunded. If a discount has been divided among multiple products, it will be allocated proportionally across the relevant products.

A free promotional product must be returned together with the returned products, unused and complete, unless the value of the products you keep still meets the conditions under which the free promotional product was provided.

If the free promotional product is not returned, its previously stated sales value may be offset against the amount to be refunded.

Refused returns

A return shipment sent outside the return period or not meeting the return conditions may be refused.

If you wish to receive a refused product back, the cost of reshipment is at your expense.

Contact

Have you received the wrong, damaged, incomplete, or defective product, or do you have another question about a return shipment? Then please contact us via:

Email: info@gunderwear.nl
Phone and WhatsApp: +31 6 28 80 60 28