Return Policy

Because underwear is a hygiene product, we only accept returns or exchanges on unopened items. By placing an order with Oenko, you agree to the policy below. This policy does not affect your statutory/consumer rights for faulty or misdescribed goods.

1. Eligibility

  • Return window: 14 days from the carrier-confirmed delivery date.
  • Condition: Items must be unworn, unwashed, unopened, with all original packaging, hygiene seals, tags, and inserts intact.
  • Proof of purchase: Order number or receipt required.
  • Non-returnable: Any item that has been opened, tried on, worn, washed, or is missing original packaging/seals.

2. Size Exchange (One-Time Only)

We offer a free, one-time size exchange for the same product and color within 14 days, as long as the item is unopened and meets all eligibility criteria.

  • What “free” covers: We cover the shipping cost to send the replacement size to you once your unopened item is received, inspected, and approved.
  • What you cover: You are responsible for shipping the unopened item back to us (trackable method recommended).
  • Limit: One size exchange per order line item.
  • Bundles & promotions (e.g., “Buy 1, Get 2 Free”): Exchanges must be like-for-like (same pack contents) and cannot be split or partially exchanged.

If your exchange is not accepted (for example, the returned item arrives opened or used), you may have it shipped back to you at your cost. If declined, we may safely dispose of the item.

3. Returns (Refunds)

We do not accept change-of-mind returns for refund due to hygiene reasons.
Refunds are offered only for verified defects or wrong items shipped (see below).

4. Defective, Damaged, or Wrong Item

If you received a defective/damaged product or the wrong item:

  • Email support@oenko.com within 14 days of delivery and include your order number.
  • Provide clear photos/video of the issue and the product packaging/seal.
  • Once verified, we will offer a replacement or a refund (at our discretion). If we need the item back, we will provide a prepaid return label.

5. How to Request a Size Exchange

  • Email support@oenko.com within 14 days of delivery, confirming the item is unopened.
  • Include your order number, the requested new size, and color (must match the original product color).
  • We will reply with an RMA (return authorization) and the return address.
  • Ship the unopened item back to us using a trackable service.
  • After inspection and approval, we will ship your one-time replacement size at no cost.

We are not responsible for returns lost in transit without tracking.

6. Shipping & Fees

Customer-paid shipping applies to:

  1. Sending items to us for a size exchange
  2. Return shipping back to you if your exchange is not accepted due to ineligibility

Oenko-paid shipping applies to:

  1. Outbound shipping of your approved, one-time exchange replacement
  2. Verified defects or wrong-item cases when we request a return

7. Inspection & Rejections

All returns/exchanges undergo quality inspection. Items that are opened, worn, washed, stained, scented, damaged, altered, or missing packaging/seals will be rejected. Rejected items can be returned to you upon payment of return postage within 7 days of notification; otherwise, we may safely dispose of them.

8. Final-Sale & Non-Eligible Items

  • Opened underwear of any kind
  • Free gifts or promotional items
  • Clearance or marked “Final Sale” items
  • Partial bundle returns (bundles must be exchanged as a complete, unopened set)

9. Processing Times

  • Inspection after we receive your return: 3–5 business days
  • Exchange shipment: standard transit times after approval
  • Approved refunds (defect/wrong item only): 3–7 business days back to your original payment method (bank timing may vary)

10. Address & Delivery Issues

Packages refused, unclaimed, or returned due to incorrect/incomplete addresses are not eligible for refunds. Reshipment can be arranged with payment of reship postage.

11. Policy Misuse

We may limit service to accounts showing excessive or abusive return/exchange behavior.

12. Regional Notices

  • United States: Some states require conspicuous posting of refund/exchange limitations at checkout. This policy does not limit remedies for defective or misdelivered goods.
  • UK/EU: Under the UK Consumer Contracts Regulations/EU Consumer Rights Directive, you may cancel within 14 days, provided the hygiene seal remains intact. Once unsealed, returns are not accepted for health protection reasons. This does not affect your statutory rights for faulty goods.
  • Australia: Change-of-mind returns are not accepted due to hygiene. Your rights under the Australian Consumer Law (ACL) apply in addition to this policy.
  • Canada: No general requirement to accept change-of-mind returns. Defective or incorrect items will be remedied in accordance with applicable laws.

Need help with sizing before you buy?

Email support@oenko.com, and our team will be happy to guide you so you get the right fit the first time.