Refund policy

Refund & Exchanges Policy

We want you to feel confident shopping with Cool Beans Underwear. Below you'll find everything you need to know about our return, exchange, and shipping policies.

✅ First Pair Guarantee

If your first pair isn’t quite right, you can keep it and choose either:

  • A refund, or
  • A different size sent to you.

If you purchased a multi–pack, please only try on one pair first – the remaining pairs must stay unopened in their original packaging to remain eligible for a return or exchange.

📦 Returns & Exchanges

You have 60 days from the date of purchase to request a return or exchange.

Eligibility:

  • Items must be unworn (other than your single “try–on pair”), unused, and in original packaging.
  • Must be accompanied by proof of purchase.
  • Items removed from packaging (except the try–on pair) are not eligible.

Non–returnable items:

  • Sale items
  • Gift cards

🚚 Return Shipping Costs

 

  • Refunds: Customer covers return shipping costs.
  • Exchanges within Australia: We cover return shipping.
  • International exchanges:
    • Orders of up to 2 pairs: We cover return shipping.
    • Orders of 3 or more pairs: Customer covers return shipping.

Important: Exchanged items can be exchanged once only and are not eligible for further refunds or exchanges.

🛠 How to Start a Return or Exchange

Email us at hello@coolbeansunderwear.com with your order details. If approved, we’ll send instructions for returning your item(s).

Please don’t send items back without contacting us first – they won’t be accepted.

❗ Damaged or Incorrect Items

If you receive a faulty, damaged, or incorrect item, let us know immediately so we can fix the issue.

💰 Refunds

 

  • Refunds are issued to your original payment method after we receive and inspect your return.
  • Refunds do not include original shipping costs or shipping protection fees.
  • If your order qualified for free shipping, we’ll deduct our standard shipping rate from your refund.
  • Bank processing times may vary.
  • Please note that any customs duties, import taxes, or clearance fees paid are non-refundable, as these charges are remitted to and retained by the relevant customs authority.

✏️ Order Changes

Need to change your order? You can request changes within 1 hour of placing your order.

If you have any questions, please contact us anytime at hello@coolbeansunderwear.com – we’re here to help!