Damaged and Defective Items
Please inspect your order upon receipt and contact us within 48hrs of delivery (including weekends) if there are signs of material damage (actual damage to the product itself) defects, or if you received the wrong item due to our fault.
If you believe you have received a product that is faulty, please contact our Undies Gurus at firstname.lastname@example.org Subject Line: Damaged (include your order number) so we can promptly evaluate the issue and make it right.
To ensure we resolve your concern as soon as possible, you will need to provide our Undies Gurus team with the following information:
- Your order number
- The name of the affected item(s)
- A photo(s) or video of the fault
You will be required to provide images of the faulty item. If there are multiple defects, all items and their defects must be identified in one (1) photo or video. If the defect is proven to be a manufacturing fault, we will request proof of you "zeroing out" the item by cutting into 3 pieces and emailing the photo of the "zeroed" items.
Why do we ask this? This allows us to protect the integrity of your experience and protect the functional reputation of our products by eliminating underperforming garments. There are NO EXCEPTIONS to the "Zero Out" policy.
Upon receipt of email with "zeroed out" garment images we will:
- Send you a replacement pair of the same product shipping paid by us.
- At our discretion, we will exercise the right to refund and discontinue business with any customer who attempts to abuse our policy.
Please note: General wear and tear damages, including damage incurred as a result of not following our care instructions, are not considered to be product faults.
Our Damaged and Defective Items Policy is not applicable for purchases made through external stockists or wholesalers.
Our Damaged and Defective Items Policy is only valid for purchases made directly through our website. Please refer to the stockist or wholesaler faulty items policy if you purchased elsewhere.