Refund policy

If you are unsatisfied with your purchase, please contact us within 30 days of receiving the item and we will process your return or exchange request. Any request made after 30 days will not be honored. Please contact us first by email at support@elephantunderwear.com to initiate a return.

Return & Exchange Conditions

  • Authorization required: Items returned without prior authorization will not be accepted. Always contact support@elephantunderwear.com first.

  • 30-day window: Items must be returned within 30 days after delivery.

  • Original condition required: All items must be returned in the same condition you received them — unused, unwashed, odor-free, with all original tags and packaging intact, and you must provide the receipt or proof of purchase.

  • Tracking required: When returning items, customers must use a shipping method that provides tracking information and preferably requires a signature. We are not responsible for lost return shipments sent without tracking.

Important — Underwear returns: For hygiene and resale reasons, underwear (including pouch briefs, boxers, long johns, etc.) may only be returned or exchanged if there is a verified, non-customer fault (e.g., wrong item shipped, manufacturing defect). Returns will not be accepted if the underwear shows signs of wear, has been washed, has odor, stains, removed hygienic liners, missing tags/packaging, or other damage caused by the customer that affects resaleability.

Non-returnable items

  • On-sale items and gift cards are non-refundable unless otherwise stated.

  • Items damaged or altered by the customer are non-refundable.

  • Clearance sale items marked as final sale cannot be returned or exchanged.

General Return Process

  1. Initiate a return: Email support@elephantunderwear.com with photos and/or videos of the item(s) and your order number. Our customer service team will evaluate the request and respond within 3 business days with return authorization and instructions.

  2. Ship the item back: If your return is authorized, we will provide a return address and detailed shipping instructions. Items returned without authorization will be refused. Use a tracked shipping method and keep your tracking number—ELEPHANT UNDERWEAR is not responsible for lost return shipments.

  3. Inspection & resolution: Once we receive the return, we will inspect the item within 3–5 business days. If approved, we will issue an exchange or a refund according to your request.

Return Shipping Charges

  • Our error: If the return is due to ELEPHANT UNDERWEAR’s mistake (wrong item shipped, or verified manufacturing defect), we will provide a full refund, including return shipping costs.

  • Customer reason: If the return is for buyer’s remorse (wrong size, changed mind, ordered wrong item, etc.), the buyer is responsible for return shipping costs.

  • Restocking fee: We do not charge a restocking fee to customers.

Refunds

  • After your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, refunds will be issued to the original method of payment. Please allow 2–3 business days for processing on our end; additional time may be required by your bank or card issuer to post the refund to your account.

  • If you haven’t received your refund after this period, please first check with your bank or card issuer, then contact us at support@elephantunderwear.com for help.

Please note: Original shipping charges are non-refundable except when we made an error.

Order Cancellations

  • If you need to cancel an order, contact us as soon as possible. We can cancel orders that have not yet shipped and will issue a full refund.

  • Once an order has shipped, it cannot be canceled. In that case, please follow the return process above once you receive the item.

Items rejected upon inspection

If a returned item fails inspection because it shows signs of customer wear, damage, missing tags, odor, stains, removed hygienic liners, or any issue that affects resaleability, we will notify you and may either:

  • Return the item to you at your expense, or

  • Dispose of the item if returning it is impractical.

ELEPHANT UNDERWEAR reserves the right to refuse returns that do not meet the policy requirements.

Contact & Company Information

If you have any questions about this Return & Refund Policy, please contact us:

ELEPHANT UNDERWEAR
Email: support@elephantunderwear.com
Company Address: Room 843, No. 12 Bowang Street, Nancun Town, Panyu District, Guangzhou, China
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (Pacific Time, UTC−07:00)