Refund policy
Refund Policy
Our Commitment to Quality and Hygiene
At Hourglass, product quality and customer safety are of the utmost importance. Since our products are innerwear and come into contact with intimate areas, we adhere to a strict no-returns policy to maintain the highest standards of hygiene for everyone.
No Returns Policy
To ensure hygiene and safety for all our customers, we do not accept returns on any items. We strongly encourage you to carefully review the following before finalizing your purchase:
- Product Descriptions: Our product listings include detailed descriptions to help you understand the features, materials, and uses of each item.
- Sizing Charts: We provide sizing charts and guides to help you determine the best fit for your body.
- Customer Reviews: Read reviews from other customers to gain insights into their experiences with our products.
Defective or Damaged Items
We understand that even with careful quality control, sometimes issues can arise. If you receive a defective or damaged item, please contact us immediately at contact@wearhourglass.com with the following information:
- Your order number
- Description of the damage or defect
- Photos of the damaged or defective item
We will promptly review your case and work with you to find a suitable solution, which may include a replacement or a refund, depending on the circumstances. If it comes to refund the refund will be initiated within 3-7 days after the product has been received by us.
Customer Satisfaction
Your satisfaction is our priority. We understand that a no-return policy may raise questions or concerns. If you need assistance in selecting the right products or sizes, please don't hesitate to reach out to our customer support team at contact@wearhourglass.com. We're always happy to help!
Important Notes
- Our no-returns policy, specifically due to the intimate nature of innerwear, is clearly stated on our website, in our terms of service, and during the checkout process.
- This policy may have legal considerations depending on your location. Please ensure you are in compliance with local laws.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Thank you for choosing Hourglass!