Return and Refund Policy

At Drythong, we place a high value on quality and hygiene. Due to the nature of our products—underwear subject to hygiene regulations—we maintain strict rules for returns and refunds. This policy complies with EU regulations and provides the necessary information and conditions for returning our products.

General Terms and Conditions for Returns and Refunds

Due to hygiene considerations, returns can only be accepted under specific conditions and strict adherence to the requirements outlined below:

  1. Unopened Packaging

    Returns are only accepted if the products are unused, unopened, and in their original, sealed packaging. Once the packaging is opened, we consider the product used due to the hygienic nature of underwear, making it no longer eligible for return.
    If the seal or packaging is in any way damaged, opened, or broken, we cannot accept the return, and the item will be sent back to the customer without a refund.

    Compliance with EU Hygiene Regulations

    In accordance with EU regulations, consumers are entitled to a 14-day withdrawal period, provided that the products are unopened and undamaged. For hygiene reasons, hygiene products such as underwear are excluded from returns if the packaging has been opened or if the seal is broken. This prevents health risks and protects our customers.

    Conditions for Acceptance of Returns

    • Unused, Unworn, and Undamaged Condition: Products must be unused, unworn, and completely undamaged, including all original tags and packaging. Any visible signs of wear, damage, or alteration make the item non-returnable.
    • Sealed and Undamaged Packaging: Products must be in sealed packaging without any signs of damage, including any special seals or labels. Damage to the outer packaging, regardless of reason, automatically leads to a non-returnable status.
    • Return Timeframe: Return requests must be made within 14 days of receipt by the customer and then received by our warehouse within 7 days of approval. Delays in shipping by the customer are not our responsibility, and returns received after this period will be refused.


    Excluded Products and Insufficient Returns

    The following cases are not eligible for return or refund, even if the packaging appears intact:

    • Damage by Customer: If the item shows signs of damage not caused by a manufacturing defect, such as tears, wear due to misuse, or damage when opening the packaging, it is non-returnable.
    • Unauthorized Returns: Items returned without authorization or without first contacting our customer service will not be accepted and will be sent back to the customer without a refund.
    • Used or Soiled Products: If the product shows any form of contamination, even if the packaging is intact, we reserve the right to refuse the return.
    • Incomplete Returns: Returns that are incomplete or missing essential components (such as tags or specific parts of the packaging) will be refused.


    Return Process and Refund Conditions

    Return Authorization

    • For all return requests, the customer must first contact our customer service at support@official-drythong.com, attaching clear photos of the product and the unopened seal. Without prior authorization, we cannot accept a return shipment.
    • After approval, the customer has 7 days to return the product using a trackable shipping method. The customer is responsible for return shipping costs and any costs for loss or damage during the return shipment.
    • We can only accept returns if they arrive in the same condition in which they were sent to the customer.


    Processing and Refund Timeline

    • Once the product is received and inspected, we will send a confirmation email with the status of the return. If the product meets all conditions, the refund will be processed within 14 business days.
    • Any original shipping costs are non-refundable. Refunds are only issued via the payment method used for the original purchase.

    Track & Trace Requirement

    • Returns without trackable shipping will not be accepted. We cannot take responsibility for lost or damaged returns without tracking information.
    • The customer is responsible for obtaining proof of shipment and properly packaging and protecting the item for return.


    Cancellations

    Order Cancellations

    • Due to our fast order processing, cancellations or changes are usually not possible once an order has been placed. We recommend contacting our customer service immediately after placing an order to attempt cancellation or change.
    • If the order has already been processed, it cannot be canceled. In that case, the product, provided it is unopened and sealed, must be returned according to our return policy for a refund.

    Limited Time for Cancellation Requests

    • Cancellation requests must be submitted within 12 hours of purchase. After this period, an order can no longer be changed or canceled, and our standard return policy applies.

    Frequently Asked Questions

    • Can I return used items?
      No, due to hygiene reasons, we do not accept returns of used items. Products must be in their original, unopened packaging.

    • How can I track my return?
      Use a trackable shipping method to monitor the status of your return. We will send an email when your return has been received.

    • Can I return items bought on sale?
      No, sale items and discounted products are excluded from returns and are not eligible for refunds.

    • What if my return package is lost?
      We cannot be held responsible for lost returns. Please ensure you use a trackable shipping method.

    Contact Information

    For questions about our return policy, cancellations, or to submit a return request, please contact our customer service:

    Email: support@official-drythong.com