Refund Policy

Last updated: August 2026

At PROPERDRY, customer satisfaction is important to us. This Refund Policy explains when an order may be cancelled, returned, replaced, or refunded. Please read it carefully before placing your order.

This Refund Policy applies to purchases made through properdry.co.uk and forms part of our Terms of Service. It should also be read together with our Shipping Policy and Privacy Policy.

1. Hygiene-Sensitive Products

PROPERDRY sells underwear, leak-proof underwear, protective underwear, liners, and other intimate apparel that are intended to come into direct contact with the body.

These are hygiene-sensitive products. For health-protection and hygiene reasons, products that have been opened, unsealed, worn, washed, stained, soiled, altered, damaged, or tried on directly against the body cannot be resold as new.

Where an item is supplied in sealed packaging with a hygiene seal, the customer should inspect the external packaging, size information, colour, product label, and order details before opening or breaking the seal.

Do not open, remove, break, cut, or compromise the hygiene seal unless you intend to keep the product.

2. Loss of the Right to Cancel After Unsealing

Where permitted by applicable law, the statutory right to cancel or withdraw does not apply to sealed goods that are unsuitable for return due to health-protection or hygiene reasons once they have been unsealed after delivery.

Accordingly, unless the product is faulty, damaged, incorrectly supplied, or not as described, we cannot accept the return of any hygiene-sensitive product where:

• the hygiene seal has been opened, removed, broken, or compromised;
• the protective packaging has been opened or damaged;
• the product has been removed from its sealed hygiene packaging;
• the product has been tried on directly against the skin or body;
• the product has been worn, washed, stained, soiled, or altered;
• the product contains odours, marks, hair, bodily fluids, or residue;
• labels, protective strips, tags, or hygiene components have been removed;
• the condition of the item prevents it from being safely resold as new.

This restriction applies even where the product was only worn or tried on briefly.

3. Statutory Right of Withdrawal for Eligible Unopened Products

Customers in the United Kingdom and European Union may have a statutory right to withdraw from an eligible online purchase within 14 calendar days, subject to applicable law and the exclusions described in this policy.

For goods, the withdrawal period normally begins on the day after the customer, or a person nominated by the customer, receives the goods.

To exercise an eligible right of withdrawal, you must notify us clearly by email at hello@properdry.co.uk before the applicable withdrawal period expires.

Your notice should include:

• your full name;
• your order number;
• the email address used for the order;
• the product or products you wish to return;
• a clear statement that you wish to withdraw from the purchase.

Merely refusing delivery, failing to collect a package, returning a package without notice, or opening a chargeback does not constitute valid notice of withdrawal.

4. Eligibility Requirements for Change-of-Mind Returns

A product returned because of a change of mind or statutory withdrawal must satisfy all of the following conditions:

• the return request was submitted within the legally applicable period;
• the product remains completely unused and unworn;
• the hygiene seal remains fully intact and uncompromised;
• the sealed protective packaging has not been opened or damaged;
• all labels, tags, inserts, protective strips, and accessories remain attached;
• the product is returned in its original, complete, and resaleable condition;
• the return is sent using the instructions and return address provided by us.

We reserve the right to inspect all returned products before approving a refund.

If an item does not satisfy these conditions, we may reject the return and decline the refund to the maximum extent permitted by law.

5. How to Request a Return

Before returning any product, you must contact us at hello@properdry.co.uk.

Products must not be sent to our registered office unless we have expressly instructed you in writing to use that address.

Our registered office is not necessarily our returns-processing facility. Returns sent to an unauthorised address may be refused, lost, delayed, or returned to the sender.

Once a return is approved, we will provide the applicable return instructions and return address.

Approval to send a return does not mean that the refund has been approved. Refund eligibility is determined only after the returned product has been received and inspected.

6. Return Deadline

After notifying us of an eligible withdrawal or return, the customer must send the goods back without undue delay and no later than 14 calendar days after notifying us, unless applicable law provides otherwise.

The customer should retain the shipping receipt and tracking information until the return and refund have been fully completed.

We are not responsible for returned packages that are lost, damaged, misdirected, or sent to an incorrect or unauthorised address, except where applicable law provides otherwise.

7. Return Shipping Costs

Where a return is made because the customer changed their mind or exercised an eligible statutory right of withdrawal, the customer is responsible for the direct cost of returning the products, unless we expressly agree otherwise or applicable law requires us to pay.

We recommend using a tracked and adequately insured shipping service.

Original premium, express, priority, or optional shipping charges will not be refunded beyond the least expensive standard delivery method offered by us, where applicable law requires reimbursement of the standard delivery cost.

Return shipping costs are not refundable for change-of-mind returns.

8. Inspection of Returned Products

Every returned item may be inspected for signs of:

• broken or removed hygiene seals;
• opened or replaced packaging;
• wear, washing, staining, soiling, odours, or bodily residue;
• removed labels, tags, liners, protective strips, or accessories;
• damage caused after delivery;
• excessive or unnecessary handling;
• substitution of a different, counterfeit, or previously owned item;
• any condition that prevents safe resale as a new hygiene product.

We may photograph or otherwise document returned products and packaging for inspection, fraud prevention, evidence, quality control, and dispute resolution.

If a returned product has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functioning, we may make a lawful deduction for any reduction in value.

Where the item is legally excluded from return because its hygiene seal was broken, or where it has been worn or used, no change-of-mind refund will be issued.

9. Faulty, Damaged, or Incorrect Products

Nothing in this Refund Policy limits your statutory rights concerning goods that are faulty, damaged, not of satisfactory quality, not fit for an applicable purpose, incorrectly supplied, or not as described.

We will investigate claims relating to products that:

• arrived damaged;
• have a genuine manufacturing defect;
• are materially different from the product ordered;
• were supplied in the wrong size or colour due to our error;
• are missing from the delivered package;
• otherwise fail to conform to the applicable sales contract.

Please contact us as soon as reasonably possible after discovering the problem.

To investigate the claim, we may request:

• your order number;
• a detailed explanation of the issue;
• clear photographs or videos of the product;
• photographs of the packaging and shipping label;
• photographs of the size, care, or manufacturing labels;
• confirmation of how the product was used and cared for;
• the return of the affected product where reasonably required.

Customers should retain the product and all packaging until we confirm in writing that they may be discarded.

10. Remedies for Faulty or Incorrect Products

Where a product is confirmed to be faulty, damaged, incorrectly supplied, or otherwise non-conforming, the appropriate remedy will depend on the circumstances and applicable law.

The remedy may include:

• replacement of the affected item;
• repair, where appropriate and legally permitted;
• reshipment of the correct item;
• a partial refund;
• a full refund;
• another remedy agreed between the customer and PROPERDRY.

We reserve the right to choose the legally appropriate remedy where the law permits us to do so.

We may require the product to be returned before issuing a replacement or refund. Where the product is confirmed to be faulty or incorrectly supplied, we will cover reasonable return costs where required by law.

11. Product Performance and Individual Results

Product performance can vary according to size, fit, body shape, movement, washing, care, volume and frequency of leakage, length of wear, product age, and individual circumstances.

Dissatisfaction based solely on personal preference, incorrect self-sizing, expectations not contained in the product description, or individual performance that does not indicate a defect does not automatically make a product faulty or entitle the customer to a refund.

Products must be used according to the product description, care instructions, washing instructions, warnings, and intended purpose.

Damage or reduced performance caused by misuse, incorrect washing, tumble drying where prohibited, bleach, fabric softener, excessive heat, alteration, ordinary wear and tear, or failure to follow instructions is not considered a manufacturing defect.

12. Sizing and Fit

Customers are responsible for reviewing the size guide and selecting the appropriate size before ordering.

Sizing may vary between brands and products. A customer’s usual size in another brand does not guarantee the same fit in a PROPERDRY product.

Selecting an incorrect size does not make the product defective.

For hygiene reasons, opened, unsealed, or tried-on underwear cannot be returned solely because the customer selected the wrong size, except where we expressly offer a separate fit guarantee or where applicable law requires otherwise.

Any voluntary size guarantee, goodwill exchange, replacement programme, or promotional guarantee will be governed by the specific conditions displayed with that offer.

13. Multipacks, Bundles, and Promotional Offers

Products purchased as part of a multipack, bundle, “buy one get one” offer, “buy two get one free” offer, “buy three get three free” offer, gift offer, or other promotion are treated as one combined promotional transaction.

Where a return of an eligible unopened bundle is permitted, all items forming part of the bundle, including free or bonus items, must normally be returned together in their original sealed and unused condition.

If only part of an eligible bundle is returned, or if a promotional item is retained, we may recalculate the order using the regular price of the items kept and deduct that amount from any refund, to the extent permitted by law.

Opened or unsealed items within a multipack cannot be returned for hygiene reasons unless they are faulty or incorrectly supplied.

The opening of one individually sealed item does not automatically affect statutory rights relating to other separately sealed and unused items, where applicable law requires those items to remain returnable.

14. Gifts and Free Products

Complimentary products, bonus items, promotional gifts, replacements, and goodwill items have no separate cash value unless expressly stated otherwise.

Where a full order is returned, any associated complimentary or promotional products must also be returned if requested.

If a promotional gift is not returned, we may deduct its stated or reasonable retail value from the refund where permitted by law and disclosed as part of the promotion.

15. Order Cancellations Before Dispatch

Orders are transmitted to our processing and fulfilment systems shortly after they are submitted.

As a result, we cannot guarantee that an order can be changed or cancelled after it has been placed .

Once an order has entered processing, fulfilment, packing, or shipment, we may be unable to stop or modify it.

An email requesting cancellation does not confirm that an order has been cancelled. Cancellation is effective only when we confirm it in writing.

If we cannot stop an order before dispatch, it may continue to the customer. Any subsequent return will be governed by this Refund Policy and applicable law.

Nothing in this section removes any mandatory statutory cancellation or withdrawal right.

16. Refused and Unclaimed Deliveries

Refusing delivery, failing to collect a package, failing to respond to the carrier, or allowing a package to be returned to sender does not automatically entitle the customer to a full refund.

A customer wishing to exercise a statutory withdrawal right should notify us clearly in writing.

Where a package is returned because it was refused, unclaimed, undeliverable, or addressed incorrectly due to information supplied by the customer, we may deduct lawful non-refundable shipping, customs, return-to-sender, processing, or carrier costs from any refund.

Any refund will normally be considered only after the returned package has been received and inspected.

17. Refund Method

Approved refunds will normally be issued to the original payment method used for the order.

We generally cannot redirect a refund to a different card, bank account, payment provider, or person.

If the original payment method is no longer available, the payment provider or issuing bank may still route the refund to the replacement account or card. Customers should contact their payment provider for assistance.

Store credit, replacement products, discounts, or other alternatives may be offered only where legally permitted and accepted by the customer.

18. Refund Processing Times

Once a refund is approved and issued, it may take several business days to appear on the customer’s statement.

Processing time is controlled partly by the customer’s bank, card issuer, or payment provider and is outside our direct control.

Where a statutory withdrawal applies, we may withhold reimbursement until we have received the returned goods or the customer provides acceptable evidence that the goods have been sent back, whichever occurs first, to the extent permitted by law.

Refunds are not complete merely because a confirmation email has been sent. Customers should allow the processing time stated by their financial institution.

19. Refund Deductions

To the extent permitted by applicable law, deductions may be made for:

• reduction in value caused by unnecessary or excessive handling;
• missing products, components, gifts, packaging, labels, or accessories;
• damage caused after delivery;
• non-standard or premium delivery services selected by the customer;
• return shipping costs payable by the customer;
• return-to-sender charges caused by incorrect customer information;
• customs or carrier charges caused by refusal or non-collection;
• promotional items retained by the customer;
• other deductions expressly permitted by applicable law.

No deduction will be made where prohibited by mandatory consumer law.

20. Goodwill Refunds and Replacements

We may occasionally offer a goodwill refund, partial refund, replacement, voucher, store credit, complimentary product, or other accommodation even where we are not legally required to do so.

Any such accommodation is discretionary, applies only to the specific case, and does not constitute:

• an admission of fault or liability;
• an amendment to this Refund Policy;
• a waiver of our rights;
• a precedent requiring the same outcome for another customer or order.

21. Duplicate Refunds and Payment Reversals

A customer is not entitled to receive more than one reimbursement for the same transaction.

If a refund, payment reversal, chargeback, card dispute, PayPal dispute, bank reimbursement, insurance payment, replacement, or other compensation has already been provided, we may reject or recover any duplicate payment or benefit.

If a chargeback is opened after a refund has already been issued, we may provide proof of the refund to the payment provider and contest the duplicate claim.

22. Chargebacks and Payment Disputes

Customers should contact PROPERDRY at hello@properdry.co.uk before initiating a chargeback or payment dispute and allow us a reasonable opportunity to investigate and resolve the matter.

Opening a chargeback does not expand the customer’s refund rights and does not override the hygiene exclusions or other lawful terms of this policy.

In response to a payment dispute, we may provide relevant evidence to the bank, card issuer, payment processor, payment platform, fraud-prevention service, insurer, adviser, or other authorised party.

Evidence may include:

• order and payment records;
• billing and shipping information;
• IP address, device, browser, and fraud-screening information;
• checkout and policy-acceptance records;
• tracking, delivery scans, delivery photographs, and signatures;
• customer service emails and other communications;
• return records and inspection photographs;
• proof of any refund, replacement, or compensation already provided.

We reserve the right to contest disputes that we reasonably believe are inaccurate, abusive, fraudulent, duplicated, or inconsistent with the transaction records.

To the maximum extent permitted by law, we may seek recovery of amounts wrongfully reversed, together with payment-provider fees and reasonable recovery costs actually incurred.

Nothing in this section prevents a customer from contacting their payment provider regarding a genuinely unauthorised transaction or from exercising any mandatory legal right.

23. Fraudulent or Abusive Return Claims

We may reject a return, refund, replacement, or claim where we reasonably believe there is evidence of:

• returning a different product from the one supplied;
• returning a used, altered, counterfeit, or previously owned product;
• tampering with hygiene seals, labels, packaging, or manufacturing marks;
• fabricating damage or defects;
• repeated unsupported lost-package or non-delivery claims;
• attempting to obtain both a refund and a chargeback;
• using multiple identities or accounts to bypass restrictions;
• providing false, incomplete, or misleading information;
• other fraudulent, unlawful, or abusive conduct.

We may retain and disclose relevant evidence where reasonably necessary for fraud prevention, payment disputes, legal claims, carrier investigations, insurance claims, or reporting suspected unlawful activity.

We reserve the right to refuse future service or cancel future orders associated with fraudulent or abusive activity.

24. Non-Returnable Items

Except where a statutory remedy applies because a product is faulty, damaged, incorrectly supplied, or not as described, the following products are not eligible for return:

• opened or unsealed hygiene-sensitive products;
• underwear that has been tried on directly against the body;
• worn, washed, stained, soiled, or altered products;
• products with removed labels, tags, liners, or hygiene strips;
• products damaged through misuse or improper care;
• gift cards or store credit, except where required by law;
• complimentary or promotional products returned independently;
• products returned outside the applicable return period;
• products returned without authorisation to an incorrect address;
• products that cannot be identified as having been purchased from us.

25. Exchanges

Due to the hygiene-sensitive nature of our products, direct exchanges are not generally available for opened or unsealed products.

An eligible, fully sealed, unused product may be returnable where required by applicable law. The customer may then place a separate order for the desired size, colour, or product.

Any voluntary exchange or size guarantee offered by PROPERDRY will be subject to the specific terms of that programme.

26. Consumer Rights

Nothing in this Refund Policy excludes, restricts, or replaces any mandatory consumer right that cannot lawfully be excluded.

Customers may have different or additional rights depending on their country of residence and the location to which the products were supplied.

If any part of this Refund Policy conflicts with a mandatory provision of applicable consumer law, the mandatory legal provision will apply and the remaining parts of this policy will continue in effect.

27. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our products, fulfilment procedures, return processes, promotions, legal obligations, or business operations.

The updated version will be posted on this page with a revised “Last updated” date.

Unless applicable law requires otherwise, the version in effect when the order was placed will govern that order.

28. Contact

If you have a question, complaint, return request, or refund enquiry, please contact us:

PROPERDRY
Operated by Digital Edamon Ltd
10 Coldbath Square
London, EC1R 5HL
United Kingdom
Company No. 10704666
Email: hello@properdry.co.uk
Website: properdry.co.uk