Refund policy
30-Day Perfect Fit Guarantee
Your first thong is risk-free. If the fit isn't right, we make it right.
If your first thong doesn't fit perfectly, we exchange it for free in a different size (same style and color). Worn or opened is fine, and you keep it. There is no need to send it back.
How it works
- Email support@mutedunderwear.com within 30 days of your order arriving, with your order number and the size you'd like instead.
- We send one replacement in a different size, same style and color, at our cost. You keep the original, no return needed.
What the guarantee covers
- One thong from your first order. Once per customer.
- One free exchange in a different size (same style and color).
- Requests made within 30 days of delivery.
- Worn or opened thongs are covered. You keep it, nothing to send back.
What it doesn't cover
- Orders after your first order, and any additional thongs (even within your first order).
- Requests made more than 30 days after delivery. Our standard return terms below apply to those.
Standard returns (outside the guarantee)
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 arrives faulty or damaged, or we've sent the wrong item, email support@mutedunderwear.com straight away with your order number and a photo. We will investigate the issue to find the most appropriate resolution.
This is in addition to any rights you have under the consumer laws that apply to your purchase, including the Australian Consumer Law.
Delivery problems
Please make sure your address is correct at checkout. If an order comes back to us because the address was wrong, was shipped to the wrong location, or wasn't collected, we are not responsible and won't be able to refund anything unless we receive it back. For anything we do receive back, shipping costs are not refunded and a flat 25% restocking fee of your order value applies.
Couriers sometimes leave parcels at a local collection point. Picking it up from there is the customer's responsibility.
We don't accept responsibility for parcels lost, missing, or undelivered by the courier. You'll need to open a claim with your local courier, and we'll help with any order details you need.
We don't offer shipping refunds for delays outside our control.
Exchanges
For a size change on your first thong, use the 30-Day Perfect 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 (except under the 30-Day Perfect Fit Guarantee above).
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. 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.