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.

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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:

1. They are unworn, unwashed, and unused, and free from any marks (makeup, fluff, smells, etc.).

2. They are in perfect, as-new condition, exactly as received.

3. They are returned in their original packaging.

4. You have contacted us first and received approval for the return.

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A Note on Hygiene & Safety

For health and safety reasons, we cannot handle, inspect, or restock any worn or opened underwear. This protects both you and our team — and ensures that every pair of Squaties you buy is brand new and untouched.

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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:

• You may open one pair to check fit.

• The remaining items must stay unopened and unused if you wish to return them.

• All returned items must individually meet the eligibility criteria above.

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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.

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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.

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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.

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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.

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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.