Refund policy

1. RIGHT TO RETURN (UK CONSUMER LAW)

Customers may request a return within 14 days from the date the order is received, in accordance with the UK Consumer Contracts Regulations.

To initiate a return, please contact us via email at undersoulwear@gmail.com or through Instagram.
You must notify us within 14 days of delivery.

Returned items must be:

• unused
• unworn
• unwashed
• free of odors or damage
• in original, resalable condition
• with all tags, labels, and packaging intact

Items that do not meet these conditions cannot be accepted.

Exceptions — items that cannot be returned:

• earrings or any jewelry that comes into contact with skin
• underwear with opened packaging
• custom-made or personalized products
• sample sale / archive sale items

These exclusions exist for hygiene and customization reasons.

2. EXCHANGES

If the size does not fit, or you wish to exchange an item, you may submit an exchange request.

To initiate an exchange, contact us via email or Instagram, providing:
• your order number
• the item you wish to exchange
• the desired size/model
• the reason for exchange

Once approved, return instructions will be sent to you by email.

Return shipping for exchanges is covered by the customer, unless the wrong item was shipped or the product has a verified defect.

3. REFUNDS

Refunds may be issued in the following cases:

• valid 14-day withdrawal request
• confirmed manufacturing defect
• wrong item or size delivered

After the returned item is received and inspected, your refund will be processed.

Refunds are issued minus an 7% processing fee, which covers payment system commissions that are non-refundable to us.

Shipping costs are non-refundable unless the error was on our side.

Please allow up to 20 days from the date we receive the returned item for the refund to be completed.

If you have questions regarding your refund, contact us via email or Instagram.

4. RETURN SHIPPING

All returns must be shipped using a trackable service.
Return shipping costs are the responsibility of the customer unless:

✔ the product is defective
✔ the wrong size/item was sent

Returns are processed in Ukraine, although the legal seller is UNDERSOUL LLP (UK).

5. DAMAGED OR FAULTY ITEMS

If your order arrives damaged or defective, notify us within 48 hours of receipt.
Send us photos or videos of the issue via email or Instagram.

If the defect is confirmed, we will offer a replacement or a refund.

6. HOW TO SUBMIT A RETURN OR EXCHANGE

You can reach us through:

📧 undersoulwear@gmail.com
or
📱 Instagram

Include:
• full name
• order number
• explanation
• photos, if applicable

You will receive confirmation along with return instructions.

7. GENERAL CONDITIONS

UNDERSOUL reserves the right to refuse returns if items do not meet the requirements listed above.
This policy may be updated at any time without notice.