Refund policy

Our Policy

Due to the intimate nature of underwear and for hygiene reasons, we do not offer change-of-mind returns for refunds after shipment, except where required by law.

We offer eligible size exchanges, assistance with damaged or incorrect products, and full refunds for orders canceled before carrier handoff.

Order Cancellations

You may cancel your order for a full refund to your original payment method, including shipping charges and any taxes collected by us, provided your cancellation email arrives before the package is handed to the carrier.

This applies to both in-stock orders and preorders. Creating a shipping label does not close the cancellation window.

To cancel, email support@pumpclothingcompany.com with your order number and a clear request to cancel.

Eligibility depends on when your email arrives in our inbox, not when our team reads or responds to it. If your email arrives before carrier handoff, your cancellation qualifies even if we process it afterward.

After carrier handoff, our voluntary cancellation window closes. Any cancellation, return, or refund rights provided by applicable law remain available.

Size Exchanges

Request a size exchange within 30 days of delivery.

Eligible underwear must be:

Unworn and never tried on.
Unwashed.
In its original packaging.

If you purchased multiple pairs and tried one on, only the pairs you have not tried on are eligible for a size exchange.

Size exchanges are limited to one exchange per customer, for the same product in a different size, subject to availability. You must return the eligible items to us.

If your replacement size is unavailable, we will issue store credit for the amount paid for the eligible returned items, allowing you to purchase again when the item is available. This store-credit provision applies to voluntary size exchanges and does not replace a refund required by law.

Damaged, Defective, or Incorrect Products

Please inspect your order upon arrival. If an item arrives damaged or defective, or you receive the wrong product or size because of a packing error, email support@pumpclothingcompany.com within 30 days of delivery so we can assist promptly.

Include your order number, a description of the issue, and photos showing any damage or defect so we can document it. If the issue cannot be photographed, describe it in your email.

We will arrange an appropriate replacement. If we cannot provide a suitable replacement within a reasonable time, we will provide a refund for the affected item and any associated charges required by law. We will also provide other remedies where required by applicable law.

Please contact us for return instructions before sending the item back. We generally require the original item to be returned.

These claims do not count toward your one size exchange per customer. The never-tried-on and original-packaging conditions for voluntary size exchanges do not restrict legal claims concerning faulty or incorrectly supplied goods. The 30-day reporting period does not shorten any longer period provided by law.

How to Request an Exchange

Email support@pumpclothingcompany.com with:

Your order number.
The items you wish to exchange.
The reason for the request.
Your requested replacement size, if applicable.
Photos of damage or defects, where applicable.

We will review your request and provide return instructions. Once we receive and inspect the returned items, we will confirm the exchange, replacement, or applicable store credit or refund.

Exchange Shipping Costs

For U.S. orders, we cover return shipping and shipping the replacement to you. We will email you a prepaid return label.

For international voluntary size exchanges, you pay both return and replacement shipping, plus applicable duties, taxes, and fees.

For international damaged, defective, or incorrect-item claims, customer-paid shipping and fees apply only where permitted by law. Where a remedy must be provided at no cost, we will cover the necessary return and replacement shipping and other legally required costs.

Refund Processing

For qualifying pre-shipment cancellations, we will issue your refund within 7 business days of receiving your cancellation request.

Other refunds will be issued within the timeframe required by applicable law. Refunds required under the FTC shipping rule will be issued within seven working days after the right to a refund arises for ordinary payment methods.

Refunds are returned to your original payment method whenever possible. Your bank or payment provider may take additional time to display the credit. Store credit will not replace a legally required monetary refund.

International Consumer Rights

Depending on your location and the laws applicable to your purchase, you may have additional rights to cancel, return goods, or receive a repair, replacement, or refund.

Where a statutory cooling-off or withdrawal right applies, we will honor it. We will rely on a hygiene-related exception only where its legal requirements are met. Underwear is not automatically excluded from all statutory return rights simply because of the product category.

The exchange limits, packaging conditions, reporting windows, and shipping-cost rules in this policy do not override mandatory consumer rights.