Refund & Hygiene Compliance

1. The “Anti-Tamper” Requirement

Intimate items (panties/knickers) are delivered in heat-sealed, anti-tamper packaging. Once this seal is broken, the item is legally considered “Used” and is ineligible for return, exchange, or refund due to health and safety reasons. We encourage you to inspect the product through the transparent packaging before opening.

2. 14-Day Statutory Return Rights

For items that remain in their original, un-tampered, and sealed packaging, you have 14 days from the date of receipt to request a return. The items must be free from any odors, pet hair, or handling marks.

3. Non-Returnable Goods

Exemptions from returns include: Gift cards, Clearance items, and any undergarment where the hygiene sticker or sealed bag has been opened or manipulated.

4. Return Logistics

To initiate a return, email truelayer@truelayerclothing.com for a Return Authorization Code. Customers are responsible for the cost of return postage. We strongly recommend using a tracked service as we are not responsible for returns lost in transit.

5. Refund Processing

Upon receipt and clinical inspection at our Middlesex warehouse, refunds are issued within 7 business days. Credits will be applied to the original Stripe transaction.