Returns & Exchanges
If your pair is faulty, or we sent the wrong thing
We stand behind our quality. If a pair turns up with an open seam, broken stitching, a hole or a fabric flaw, the wrong label, or we simply shipped the wrong size or colour, we will sort it.
Start your return on our Returns and Exchanges page with your order number, a photo, and a quick note on what is wrong. We will reply within two business days. Post the pair back to us and hang onto your postage receipt, we will refund what it costs you to send a faulty pair back. Once it is with us, you choose a full refund, a fresh pair, or store credit, whichever you would prefer.
If you’d like a different size or colour
Ordered the wrong size, or after a different colour? As long as the pair is still sealed with our "S" sticker intact, you have 30 days from delivery to swap it.
Because underwear is a hygiene product, that seal is how we know a pair has not been worn, so we can only accept exchanges and credit on sealed pairs. You can exchange for the size or colour you want, or take store credit to spend whenever suits. Return postage is on you, and we will cover sending your new pair out. We do not offer cash refunds for change of mind, so it is an exchange or store credit.
Bought a three-pack or six-pack? Each pair is sealed on its own, so you can open one to try it and still swap the pairs that are still sealed.
How to make a return or exchange
Start your return using the form on our Returns and Exchanges page. Add your order number, whether it is a fault or a size or colour swap, and a photo, of the fault if it is faulty, or of the sealed pair with the "S" sticker still on if you are swapping.
We will reply within two business days. For a fault, once it is back with us, we will sort your refund, replacement or credit and refund your return postage. For a swap, we will confirm the details and the return address.
Post your return to the address we send you. Return postage is yours to arrange. For a size or colour swap that cost is yours; for a fault, we will refund what you paid to send it back.
Once it reaches our warehouse and we have checked it in, we will send your new size or colour out free, or add your store credit.
Store credit sits against your account. Log in at checkout to spend it, or use the one-time code we email you. It is redeemable for three years from the day we issue it.
If we can’t accept a return
Because we are dealing with underwear, a size or colour return can only be accepted if the pair is still sealed with the "S" sticker intact. If a pair reaches us opened or worn, we will not be able to offer an exchange or store credit on it. We will always let you know, and we are happy to post it back to you if you would like it, with return postage at your end, or take care of disposing of it for you if you would rather not.
Faulty pairs are a different story, they are always covered.
Sale items
Anything marked final sale sits outside our size and change of mind returns. Your rights on faulty product still apply.
Your rights as a consumer
This policy does not affect your rights under the Australian Consumer Law, or the Consumer Guarantees Act 1993 if you are in New Zealand. If a SURNUI product is not of acceptable quality, does not do what it should, or does not match how we described it, you are entitled to a refund, replacement or repair as appropriate. Get in touch and we will work it through with you.
Get in touch
Have a question first? Tap the chat bubble on any page for a quick answer, or email our team at customercare@surnui.com. We reply within two business days, Monday to Friday.