Return Policy
We want you to feel confident ordering from OUTCÆST®. As underwear is an intimate product, some items are subject to hygiene restrictions, but this does not affect your legal rights if an item is faulty, damaged, misdescribed or otherwise not of satisfactory quality.
1. Change-Of-Mind Returns
If you order online, you normally have 14 days from receiving your order to tell us that you wish to cancel and return an eligible item.
Once you have told us that you wish to return your order, you then have a further 14 days to send the item back to us.
To request a return, please contact:
[email protected]
Please include:
• your full name
• order number
• the item(s) you would like to return
• the reason for return, if you would like to provide one
You do not need to give a reason for exercising your legal right to cancel.
2. Hygiene and Underwear Returns
For health and hygiene reasons, underwear supplied in sealed packaging cannot be returned for a change of mind once that packaging has been opened, broken or tampered with.
To remain eligible for a change-of-mind return, items must therefore:
• remain in their original sealed packaging
• have the packaging seal fully intact and show no signs of having been opened or tampered with
• be unworn
• be unwashed
• be free from marks, stains, odours, deodorant, make-up, pet hair or other signs of use
• have all original tags attached
• be returned with any original components supplied with the garment
Once the sealed packaging has been opened, the item will no longer be eligible for a change-of-mind return.
This hygiene restriction does not apply where an item is faulty, damaged, misdescribed or otherwise does not meet your statutory rights.
3. Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at:
[email protected]
Please include your order number and, where possible, photographs showing the issue.
Do not continue wearing or using an item if you believe it may be unsafe.
Your statutory rights are not affected by our hygiene policy.
Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described. Where goods do not meet these requirements, you may be entitled to a refund, repair or replacement depending on the circumstances and when the problem is reported. If a qualifying fault is identified within the first 30 days, you may have the right to reject the goods and receive a refund. We will cover reasonable return costs where goods are confirmed to be faulty, damaged, incorrect or misdescribed.
4. Returning Your Item
Please contact us before sending anything back so that we can confirm your return and provide the correct return instructions. For change-of-mind returns, the customer is responsible for the cost of returning the item. We strongly recommend using a tracked postal service and keeping your proof of postage until your refund has been completed. OUTCÆST® cannot be responsible for a return parcel until it has been received by us.
5. Refunds
Once your return has been received, we will inspect it and let you know whether it has been accepted.
Where a valid cancellation applies, your refund will include:
• the price paid for the eligible returned item(s); and
• the cost of our standard outbound delivery service, where you are returning the entire order.
If you selected a delivery service that cost more than our standard delivery option, the additional delivery charge is not refundable. If only part of an order is returned, the original outbound delivery charge will not normally be refunded. Approved refunds will be made to the original payment method. We will process eligible refunds within the legally required timeframe. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account after we issue the refund.
6. Sets and Bundles
If you purchased products as a discounted set or bundle and would like to return only part of the set, please contact us before returning anything. We will confirm whether the individual item is eligible for return and how any set or bundle discount affects the refund amount. Any hygiene restrictions described above will still apply to hygiene-sensitive items.
7. Sale and Promotional Items
Items purchased during a sale or promotion have the same statutory rights as full-price items.
Eligible change-of-mind returns are subject to the same conditions set out in this policy unless a product is specifically excluded from the cancellation right under applicable consumer law.
8. International Orders
Customers returning eligible items from outside the UK are responsible for arranging and paying for return postage unless the item is faulty, damaged, incorrect or misdescribed. Please clearly mark the parcel as "RETURNED GOODS" where appropriate. OUTCÆST® is not responsible for import charges incorrectly applied to returned goods. Customers outside the UK may also have additional mandatory consumer rights under the laws of their country. Nothing in this policy is intended to remove rights that cannot legally be excluded.