“It’s not me, it’s you”…or vice versa…sometimes things just happen. We at UNDERSTATE appreciate this and therefore we have a returns policy in place if you are not 100% happy with your purchase.
UNDERSTATE will provide a full refund or credit note for all full price items that adhere to the below conditions.
- You may return your UNDERSTATE-OFFICIAL.com order for a refund or credit voucher within 10 days of purchase, for any reason.
- Returned items must be unworn, unused, unwashed with all original tags attached. Any garments that have been worn, damaged, altered or washed will not be accepted.
- You do not need a RA number to submit your return, you submit your return by following the returns link at the bottom of any page and in the Customer Care section.
- For returns of sale items, we do not offer refunds or exchanges unless deemed faulty. We kindly ask you to consider this before committing to a purchase.
- All items are quality controlled and checked for any faults before they are dispatched to customers. Returns that are damaged, show signs of wear or do not have their original tags attached may not be accepted and may be sent back to the customer. UNDERSTATE reserves the right to reject items that do not comply with the above conditions, and will return the item to sender.
HOW TO RETURN
You may submit your return via our website.
Select the Return link on any page footer, log into your account or click here for assistance with your return, please contact customer care:
Please allow up to 5 business days for your return to be processed once your return has been received. Once your return has been approved you will receive a confirmation email. If your return does not meet our return policy requirements you will be contacted by our customer care team.
Any shipping charges will be deducted from your total refund amount.
Post your return back to:
PO Box 828
Claremont, WA, 6910
Once received, your refund will be processed within 5 business days and funds will be returned to the Credit Card or Paypal account that was used for the original transaction. Please note that UNDERSTATE does not offer direct exchanges and if you wish to purchase a new item then you will be provided with a credit note to make a new purchase.
Please ensure you post back your return using a traceable service as UNDERSTATE cannot be held liable for any lost packages. It is very important to hold on to your tracking number to make sure the return package has arrived to us safely. UNDERSTATE does not cover any postage costs associated with domestic or international returns, all costs associated with returning items to us are at the responsibility of the customer.
We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect please submit your return via the returns page and provide us with a brief description and upload a photo or two showing the defect/fault.
You may also contact our customer care team at firstname.lastname@example.org.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear or incorrect garment care are not considered to be faulty.
If you have received an item different to the one you ordered, please immediately contact us at email@example.com
Your refund will be credited to the original credit card or paypal account. Please note credit card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary between card issuers, and unfortunately we are unable to influence this.
Upon receipt of your returned order, we will issue you with a credit voucher to the value of your return via email. The voucher will include a voucher number and pin to redeem online at checkout.
Please note credit vouchers are valid for 6 months and not refundable or redeemable for cash.
We do not offer exchanges through our online store, if you wish to exchange your purchase for an alternate item we recommend requesting a credit voucher for your return to place your new order.
AfterPay purchases are eligible for a credit note exchange only.Any remaining payments will continue to be deducted from your specified payment method by AfterPay, and you will receive a credit note for the full purchase amount at the time of the return.