Refund policy

Those Ones – Returns & Refund Policy

Hygiene & Safety First

Due to the intimate nature of underwear, we do not accept returns or exchanges for change of mind.

This policy exists to protect the hygiene, safety, and integrity of our products for all customers.

When Returns Are Accepted

We will only accept a return or replacement if the item is:

• Faulty or defective, or

• Incorrectly supplied (wrong item, size, or quantity sent)

This is in line with your rights under Australian Consumer Law.

Conditions for Eligible Returns

To qualify for a return or replacement, all of the following must be met:

• The item is unworn, unwashed, and unused

• All original tags, packaging, and hygiene seals are intact

• The return request is lodged within 7 days of delivery

• Proof of purchase is provided

If these conditions are not met, the return will be declined.

Items That Cannot Be Returned

For hygiene reasons, we cannot accept returns for:

• Underwear that has been worn, tried on, washed, or altered

• Items with removed hygiene seals or tags

• Change-of-mind purchases (including sizing issues)

• Clearance or promotional items (unless faulty)

How to Request a Return

1. Email [teamt@thoseones.com.au] within 7 days of receiving your order

2. Include:

• Order number

• Clear photos of the issue (if faulty or incorrect)

• A brief description of the problem

We will assess your request and respond within 2–3 business days.

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Return Outcomes

If your return is approved, we will offer one of the following (at our discretion):

• A replacement item, or

• A refund to the original payment method

Refunds do not include original shipping costs unless the item is deemed faulty.

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Return Shipping

• Customers are responsible for return shipping costs unless the item is faulty or incorrectly supplied

• We recommend using a tracked service, as we are not responsible for lost return parcels

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Washing instructions

- cold machine wash

- do not tumble dry

- clothes line dry

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Important Notes

• Each return is assessed individually

• We reserve the right to refuse returns that do not meet the conditions above

• Abuse of the returns process may result in future orders being declined

Final Word

Those Ones are engineered for comfort, discipline, and daily performance.

For hygiene and fairness to all customers, we maintain a strict but fair returns policy.