Refund policy

You have 30 days from receiving your order to request a return or a replacement. This applies in every country we ship to.

The 30-day fit guarantee (the easy option)

If the size is wrong, you don't need to return anything. Email us within 30 days of your order date at support@mutedunderwear.com with your order number and the size you need, and we'll ship the correct size free of charge. Keep the original.

The fit guarantee covers one free replacement per item, for sizing only, up to a maximum of 2 items per order. It doesn't cover color or product changes.

Standard returns

If you'd prefer a refund rather than a replacement, you can return your order within 30 days of receiving it.

To be eligible, the item must be unworn, unwashed, and in the same condition you received it, in its original packaging with hygiene seals intact. For hygiene reasons we can't accept underwear that has been worn or used. You'll also need your order confirmation number and the email address you used to place the order.

Email us first at support@mutedunderwear.com to start a return. Items sent back without requesting a return first can't be accepted.

Once your return is approved we'll send you instructions on where to send it. Return postage is at your own cost, and original shipping charges aren't refunded. Returns are sent to: 6 Lonhro Blvd, Cranbourne West, Victoria, Australia, 3977.

Faulty, damaged or incorrect items

Please check your order when it arrives. If anything is faulty or damaged, or we've sent the wrong item, email support@mutedunderwear.com straight away with your order number and a photo. We'll replace it or refund you in full, at our cost — including return postage if we need the item back.

This is in addition to any rights you have under the consumer laws that apply to your purchase, including the Australian Consumer Law.

Exchanges

For a size change, use the 30-day fit guarantee above — it's faster and free. For any other exchange, the quickest way is to return your original item and place a new order once the return is approved.

Non-returnable items

We can't accept returns on gift cards, or on any item that has been worn, washed, or had its hygiene seal removed.

Refunds

We'll email you once we've received and inspected your return to let you know whether the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days. Bear in mind your bank or card issuer may take additional time to post the refund.

If more than 15 business days have passed since we approved your return and you still haven't received it, contact us at support@mutedunderwear.com.