Returns Policy
At UNTAG, we are committed to providing our customers with the highest quality products. If for any reason you are not completely satisfied with your purchase, you may return the item within 30 days of receipt for a full refund.
To be eligible for a return, the items must be in their original condition and packaging. This means that the items have not been damaged, soiled, washed, altered or worn and that all tags or labels are still attached to the item. Prosthetics must be returned in the original packaging for hygienic reasons. If the item has been used or damaged, it will not be eligible for a return.
Tailor made products cannot be fully reimbursed. When these are returned, only the costs of the standard product will be reimbursed.
Returning underwear
For hygiene reasons, our underwear is delivered in a special sealed bag. This applies to all bottom underwear: tucking panties, tucking thongs and boxers. Items like bra tops and binders are not affected and follow our regular return policy. As long as the sealed bag is unopened, you can return your underwear within 30 days like any other product, free of any deductions.
Once the sealed bag is opened, your legal right of withdrawal expires, as underwear cannot be resold for health and hygiene reasons (article 16(e) of the EU Consumer Rights Directive). But we get it: sometimes you need to see and feel an item to know if it truly works for your body. That is why we still accept these returns as an extra service. If you return underwear from an opened sealed bag, we deduct a cleaning fee of €8 per item from your refund. This applies to every opened bag, whether the item was tried on or not, because once the bag is open we can no longer guarantee the item is unused and it needs professional cleaning before it can be handled safely.
A few conditions apply. The item must be undamaged, unwashed and unaltered, with all tags attached, and returned within 30 days of receipt. Items that are soiled, damaged or show clear signs of wear cannot be accepted, with or without the cleaning fee.
Tip: not sure about your size? Check our sizing & fitting page or contact us at service@untag.com before ordering. We are happy to help you find the right fit, so you can keep the bag sealed and your refund complete.
Return information
Returning from within the EU:
To initiate a return, please register your return via our return portal. There you can create a return label for your return.
1. Go to: https://untag.myreturnspage.com/returns
2. Enter your order number and e-mail address to start the return process.
3. Select the items you want to return, select the correct quantity, and choose your return reason. Add a comment if necessary.
4. Choose your preferred shipping method. You will be charged a small amount of money to create your return label.
5. Check your details and confirm your return.
6. Choose a payment method to pay for your return label.
7. Pack your product in the original box or other sturdy packaging. Make sure to add an indication of your name and order number in your return package.
PLEASE NOTE: If you are returning an item internationally, please state 'RETURN GOODS' clearly on the parcel. This is to prevent your parcel from being stopped by customs. If your parcel is claimed by customs and we don't receive your parcel we are unable to process your return.
We cannot process the return without an indication of origin, so make sure to state your name or order number.
8. Send your return package with the correct carrier.
If you do not want to use our return portal, you can return your package at your own expense to:
UNTAG/INTIME
Staarten 21
5281PK Boxtel
The Netherlands
Make sure to include your name and order number in the return package.
Returning from outside the EU:
Please contact us first at service@untag.com before returning your item. We’ll help you find the best solution.
Thank you for your understanding and patience while we work on a better returns solution.
Refund
If you have returned your items in good condition, we will refund the amount paid or settle the amount paid within 30 days. We will refund your money using the same payment option you used to pay for your purchase. If you paid with a credit card, we will refund the amount to the credit card that was used to pay.
If you have any questions or concerns about our shipping & returns policy, please don't hesitate to contact us at service@untag.com