Returns and Exchanges
We want you to be completely comfortable with your UnderGents purchase. If you’re not in love with your new UnderGents, send them back within 30 days and we’ll refund 100% of your money (less any expedited shipping fees you paid)!
Our #1 goal is to make you as comfortable as possible with our products and our service. If you encounter an issue with your order, we will make it right!
We believe UnderGents products raise the bar for men’s comfort. The design has been engineered to be as comfortable as possible. We know it's hard for you to experience our products without trying them on. For that reason, we've created our New Customer "If You’re Not Comfortable – We’re Not Comfortable” Comfort Guarantee. If you're not satisfied with our products, for any reason, just let us know whether you'd like a refund for the product or an exchange to get you something more comfortable.
* Please note, that in order to offer our comfort guarantee to all men, we only ask that you:
- Limit your comfort guarantee to one worn pair of underwear.
- All requests should be made within 30 days of purchase.
- If you choose to replace an item, we will ship the item to you free of charge.
- For all other refunds and exchanges, please see our standard policy below.
OUR STANDARD POLICY (WHEN THE NEW CUSTOMER COMFORT GUARANTEE IS NOT APPLICABLE)
- Contact us before sending anything back for a refund or an exchange so we can be sure to create a return on your order.
- Please e-mail firstname.lastname@example.org with your order number.
- Returns / Exchanges should be made within 30 days of the delivery of your purchase.
- All items should be in unworn condition and in original packaging.
- You are responsible for the return shipping for any associated returns.
- Once your item(s) reach our warehouse, your refund or exchange will be processed within 10 business days.
- We can only process returns or exchanges for items purchased on the UnderGents website. If you purchase our product from another retailer, please contact them directly for a return or exchange, if they are unable to help you, our support team will work with you to make it right. Your comfort is our #1 goal and we strive to make all dealings with UnderGents as comfortable as we can.
UNAUTHORIZED RETURNS AND WORN GARMENTS
In order to correctly process returns, we do require you to contact us for a return authorization. Refunds or exchanges will not be issued for unauthorized returns. To avoid this, please e-mail email@example.com before sending anything back.
If we receive a product back from you without a return authorization, your return/exchange will not be processed nor will your used garment be returned to you.
Please just reach out to our Support Team at firstname.lastname@example.org We are always delighted to help!