Refund policy

Returns within 30 days

Contact chirspulens@gmail.com or use our contact form within 30 days of delivery to request a return. Include your order number and the items you wish to return. We will provide return instructions and the correct return address. Do not send returns to our registered office unless we confirm that address for your return.

Condition and hygiene

Change-of-mind returns must be unworn, unwashed and in their original condition, with tags and any hygiene seals intact. Try on intimate garments over your own underwear. We cannot accept used, washed or soiled intimate garments. Where an item was supplied with a hygiene seal and is unsuitable for return for health or hygiene reasons, the statutory cancellation exemption may apply after that seal is broken. This does not affect your rights if an item is faulty, damaged or not as described.

Return shipping and exchanges

Original standard delivery is free. For a change-of-mind return, you pay the direct return shipping cost; we do not charge a restocking fee. Keep proof of postage. For a faulty, damaged or incorrect item, contact us so that we can arrange an appropriate remedy and cover the necessary reasonable return cost. To request a different size or colour, contact us before placing a replacement order.

Refunds

After receiving your return, we will inspect it and tell you the outcome. Approved refunds go to the original payment method. We issue refunds within 14 days of receiving the returned goods or evidence that they were sent back, where applicable law requires the earlier date. Your payment provider may need additional processing time. We will not deduct a fee for a statutory cancellation; a deduction for handling beyond what is necessary to inspect the goods may apply only where the law permits.

UK and European withdrawal rights

If you are a consumer in the UK or EU, you normally have the right to cancel a distance purchase within 14 days of receiving the goods, without giving a reason, and a further 14 days to send them back. Notify us by a clear statement sent to chirspulens@gmail.com or our contact form, giving your name, order number, delivery date and the items to cancel. You may use any applicable statutory model cancellation form, but it is not compulsory. Any lawful exception for unsealed hygiene-sensitive goods is limited to the conditions explained above. If you paid an optional delivery upgrade, the extra cost above standard delivery need not be refunded.

Your consumer rights

Sale items have the same statutory rights as full-price items. Nothing in this policy limits mandatory rights relating to faulty goods, delivery, refunds or consumer protection in your country. Contact us promptly about a problem; the 30-day voluntary return window does not replace a longer statutory remedy.