Refund policy

If you change your mind about your purchase, you can return any unopened underwear in its original packaging within 14 days of delivery. Start your return using our self-serve returns portal, where you’ll be able to generate a prepaid shipping label. To use the self-serve portal, you will need to visit our website, and select 'LOGIN' in the top menu bar. Use the email address you placed your order under to commence the refund process.

For hygiene reasons, we can only accept returns on underwear that is completely unopened and in its original packaging, unless faulty.

Final Sale Items

Both refunds and exchanges incur a charge for return postage, unless you select to self-post yourself.

Customers can order return shipping labels through the returns portal. Return postage is calculated and charged at our shipping carriers rate. 

For refunds, return postage will be deducted from your total refund amount.

For exchanges, return postage can be paid for easily during the exchange process. We will ship your exchanged items to you at no extra charge upon receiving and approving your return.

If your item arrives faulty, please contact us directly at support@fitknicks.com with your order number, and a description of the issue. We may request photos, videos, or a brief description of the fault to help us assess your claim. We’ll assess your claim, and if approved, provide a full refund or an exchange.

Please contact us as soon as possible after delivery if you believe your item is faulty. If our assessment indicates the issue may have arose from misuse, accidental damage, failure to follow the garment’s wash/care instructions, or other factors outside normal use, the claim may be declined and a refund may not be available. For more details, see below.

Critical Care Requirements for Seamless Underwear

 

IMPORTANT NOTICE: Seamless underwear construction uses specialised bonding and materials that are engineered for comfort but are inherently sensitive to improper care. Failure to follow our care instructions will void warranty coverage and may result in permanent product damage.

 

Mandatory Care Requirements:

• Temperature: Cold water only (maximum 30°C) - higher temperatures will damage bonding
• Drying: Air dry only, away from heat sources - tumble drying will cause irreversible damage
• Chemicals: No fabric softener, bleach, or dryer sheets - these chemicals break down elastic fibres
• Handling: Delicate cycle, low spin, for best protection use mesh wash bag - rough handling damages seamless construction
• Heat: No ironing, no direct sunlight, no radiator drying - heat destroys bonding integrity

 

Warranty Coverage

We will provide remedies under Australian Consumer Law for:

• Manufacturing defects in materials or construction
• Products that fail to meet quality standards despite proper care
• Items that don't match their description or stated specifications

 

Warranty Exclusions - Consumer Misuse

We cannot provide remedies when damage results from:

• Using water temperatures above 30°C
• Tumble drying or exposure to heat sources
• Using fabric softener, bleach, or dryer sheets
• Washing on non-delicate cycles or high spin speeds
• Ironing or pressing with heat
• Any care method contrary to our detailed instructions

 

Assessment Process

All returned items undergo assessment:

1.     Care history verification: You must provide details of washing, drying, and storage methods used

2.     Physical inspection: We examine products for signs of heat damage, chemical damage, or mechanical stress

3.     Damage pattern analysis: We determine whether damage is consistent with manufacturing defects or care instruction violations

4.     Evidence-based decision: Claims are approved or denied based on objective assessment of damage patterns

 

Documentation Requirements

To support warranty claims, you should:

• Retain proof of purchase
• Follow care instructions exactly as provided
• Document any issues immediately when noticed
• Provide honest and complete information about care methods used

Once your return is received and inspected, we will process your refund or exchange within 5 business days. Refunds will be issued to your original payment method. You’ll receive an email confirmation once your refund has been processed.

If you have any questions about returns or refunds, please contact our team at support@fitknicks.com. We’re here to help!