Refund policy

Squaties Returns & Refunds Policy

Overview

At Squaties, we stand by our quality and want you to feel confident. Because underwear is an intimate item, our return policy must balance hygiene, fairness, and care for our small business. We have a strict policy to protect both you and our team.

Eligibility for Returns & Exchanges

You can request a return or exchange within 14 days of receiving your order only if the items meet all of the following conditions:

They are unworn, unwashed, and unused, and free from any marks (makeup, fluff, smells, etc.).
They are in perfect, as-new condition, exactly as received.
They are returned in their original packaging.
You have contacted us first and received approval for the return.

A Note on Hygiene & Safety

For health and safety reasons, we cannot handle, inspect, or restock any worn or opened underwear.

This ensures every pair of Squaties you purchase is brand new, unworn and untouched.

Single-Item Orders

If you purchase only one pair, that pair cannot be returned after trying it on, unless it is faulty or defective under our Faulty Items policy below.

Multiple-Item Orders

If you purchase multiple items:

We recommend opening and trying on one pair first to check the fit and sizing.
If the fit isn't right, you can return or exchange the remaining unopened pairs, provided they meet our return conditions above.
The pair you've opened or tried on cannot be returned, unless it is faulty.
Please keep all other pairs sealed in their original packaging until you're happy with the fit.

Sale, Clearance & Gift Items

Any item marked Final Sale, Clearance, or Discounted beyond the normal threshold cannot be returned or exchanged unless faulty. This includes Black Friday / Cyber Monday sales.
Gift cards or vouchers are non-returnable.

Faulty or Defective Items

If you receive an item that is defective, damaged, or incorrect:

Contact us within 7 days of delivery, providing photos and a short description.
Once we verify the issue, we’ll cover return shipping and either repair, replace, or refund the item, as appropriate.
This is in addition to your rights under the New Zealand Consumer Guarantees Act.

Return Shipping & Costs

For eligible returns (as above), customers are responsible for return shipping costs.
Original shipping costs are non-refundable (unless the entire order was cancelled before dispatch).
In the case of faulty items, Squaties will cover or reimburse return shipping once the fault is confirmed.

Refund Processing

Once your return is received and inspected, we’ll notify you whether your refund or exchange is approved.
If approved, refunds are processed to your original payment method within 10 business days.
Please allow extra time for your bank to complete the refund process.
If you haven’t received a refund within 15 business days of approval, please contact us.

Policy Updates

We reserve the right to update this policy at any time. Please check the current version on our website when placing your order.