Refund policy

We want you to feel confident shopping with Cool Beans Underwear. Below you'll find everything you need to know about our 100% Comfort Guarantee, returns, exchanges and refunds.

✅ 100% Comfort Guarantee – Your First Pair

Trying Cool Beans for the first time? Your first pair is covered by our 100% Comfort Guarantee.

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

  • A refund for your first pair; or
  • A different size sent to you.

If you purchased a multi-pack, please only try on one pair first. Any remaining pairs must stay unworn, unopened and in their original packaging if you would like to return or exchange them.

Our 100% Comfort Guarantee applies to your first Cool Beans order.

📦 Returns & Exchanges

For returns and exchanges under our voluntary returns policy, please contact us within 60 days of purchase.

Eligibility

Except for the one pair covered by our 100% Comfort Guarantee:

  • Items must be unworn and unused.
  • Items must remain unopened in their original packaging.
  • Proof of purchase is required.

Sale items & gift cards

Sale items are not eligible for change-of-mind returns or exchanges under our voluntary returns policy.

Gift cards are non-refundable except where required by law.

These exclusions do not affect any rights you may have under the Australian Consumer Law if an item is faulty, damaged, incorrectly described or otherwise fails to meet a consumer guarantee.

🚚 Return Shipping Costs

Refunds

For voluntary returns and change-of-mind refunds, the customer is responsible for return shipping costs.

The first pair covered by our 100% Comfort Guarantee does not need to be returned.

Exchanges within Australia

We cover return shipping for eligible exchanges.

International exchanges

  • Orders of up to 2 pairs: We cover return shipping for eligible exchanges.
  • Orders of 3 or more pairs: The customer is responsible for return shipping.

Exchanged items can generally only be exchanged once under our voluntary exchange policy.

This does not limit your rights if an exchanged or replacement item is faulty or otherwise fails to meet applicable consumer guarantees.

🛠 How to Start a Return or Exchange

Email us at hello@coolbeansunderwear.com with your order number and details of the return or exchange you would like to arrange.

If your return is eligible, we'll send you instructions.

Please contact us before sending anything back so we can make sure your return is handled correctly.

❗ Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, incorrect or otherwise does not meet applicable consumer guarantees, please contact us as soon as possible so we can make it right.

Your rights under the Australian Consumer Law are in addition to our 100% Comfort Guarantee and voluntary returns policy and are not limited by the 60-day return period.

If an item is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return shipping costs where required.

💰 Refunds

Once an eligible return has been received and checked, refunds will be issued to the original payment method.

For voluntary or change-of-mind returns:

  • Original shipping charges and shipping protection fees are not refundable.
  • If your order qualified for free shipping, our standard shipping cost may be deducted from the refund.
  • Return shipping costs are the customer's responsibility unless stated otherwise above.
  • Bank and payment-provider processing times may vary.

These deductions do not apply where doing so would conflict with your rights under applicable consumer law.

Customs & Import Charges

Customs duties, import taxes and clearance or handling fees paid directly to a customs authority, postal service or other government agency cannot generally be refunded by Cool Beans Underwear, as these amounts are not retained by us.

If you believe import charges were incorrectly assessed, you may need to contact the relevant customs or postal authority regarding any available refund process.

✏️ Order Changes

Need to change your order?

You can request changes within 1 hour of placing your order. We’ll do our best to make the requested change before the order is processed, but we cannot guarantee changes once fulfilment has begun.

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