Refund policy

Pure Snug Return Policy 

At Pure Snug, your comfort is our top priority! We want you to love your purchase, but if something doesn't feel right, we've got you covered with our hassle-free return process. 😊

START YOUR RETURN

First Pair Guarantee* 💯

We're so confident you'll love your Pure Snug boxer briefs that we offer a First Pair Guarantee! Not feeling it? No worries, just start a return through our Returns Portal, and we'll refund your first pair, no return needed!

For any other pairs, just make sure they're unopened and in their original packaging if you'd like to return them.

*This is for Pure Snug Underwear Only. Excludes Socks and Loungewear.

Eligibility for Returns 🛍️

  • For AU, and US orders, returns must be initiated within 30 days of receiving your order.
  • For NZ, and UK orders, returns must be initiated within 60 days of receiving your order.
  • Beyond your first pair, items must be unopened and in their original, individual packaging.

Return Process 🚚

We keep returns simple.

  1. Start your return: Head to our Returns Portal, enter your order details and select the item/s you'd like to return.
  2. Return:
  • Australia, New Zealand & United States: Once your return is submitted, we'll email you a return label. Simply attach it to your parcel and drop it off with your local post or carrier. If your order has Checkout+ coverage, the label is free.
  • All other countries: You'll need to arrange and pay for your own return shipping to our Australian warehouse.

What is "Checkout+" Coverage? 📦

Checkout+ is available on orders shipped to Australia and the United States. When you opt-in for coverage at checkout, your return shipping label is included, allowing you to return any eligible item(s) in your order for free.

If you decide not to buy return coverage you can still return your items, but you will be responsible for the cost of the return shipping label.

All returns are subject to the guidelines outlined in our Return Policy.

Refunds 💸

Once we receive and inspect your returned item(s), we’ll process your refund to your original payment method. Please allow several business days for the refund to appear in your account.

If you purchased Checkout+, your return label is covered. Return labels are generated through our online returns portal.

If your order isn’t covered by Checkout+, the following return shipping fee will be deducted from your refund:

  • Australia: A$9.95
  • New Zealand: NZ$9.95
  • United States: US$6.95

You won’t be charged return shipping if the item is faulty, incorrect, or the return is due to an error on our part. Original shipping charges are otherwise non-refundable.

*Just a heads-up: We can only refund unopened pairs. If you send back undies that have been opened or worn, we won’t be able to process a refund. Thanks so much for understanding, our hygiene policy keeps everyone’s buns happy and safe! 🍑

Got questions? Need help? Reach out to our Customer Support team at info@puresnug.com.au. We're here to make sure your Pure Snug experience is nothing short of awesome!