Refund policy

Free Size Swap: one per customer, just pay shipping

Ordered a single pair in the wrong size? Your first swap is on us. You just pay the $4.99 shipping, and you can keep the first pair.

• The Free Size Swap applies to single-pair orders only (not 3-Packs or 7-Packs).
• One Size Swap per customer (not per order), requested within 30 days of delivery.
• Email support@madsxo.com with your order number and the size you need.
• The swap itself is free; you just pay $4.99 tracked shipping on the new size. No need to send anything back.
• Faulty items are never charged. See "Faulty or not as described" below.

Change of mind

• Worn underwear: For hygiene reasons, we can't accept change-of-mind returns or exchanges on underwear that has been worn or tried on without its hygiene liner.
• Unworn, unopened items: You can return unworn items that are still unopened in their original packaging within 30 days of delivery for a refund. Email support@madsxo.com first for the return address. Return postage is paid by you, and we recommend a tracked service.

Faulty or not as described: your consumer rights

Our goods come with consumer guarantees under Australian law that can't be excluded. If your item is faulty, damaged, not as described or not of acceptable quality, you're entitled to a replacement or refund for a major problem, or a repair or replacement for a minor one.

Email support@madsxo.com with your order number and a photo and we'll sort it out. This applies whether or not the item has been worn, and our hygiene rule never limits these rights.

Refunds

Approved refunds go back to your original payment method within 5 business days of approval. Your bank may take a few extra days to show it.