Returns & Refunds Policy
At Undertone, we want you to be fully satisfied with your order. If something isn’t right, we’re here to help.
🔁 Returns
You have 14 days from the date you receive your order to request a return.
To be eligible for a return, items must be:
- Unworn
- Unwashed
- In original condition
- With original tags/packaging (if applicable)
We reserve the right to refuse returns that show signs of wear or damage.
To start a return, please contact us at:
Include your:
- Order number
- Full name
- Reason for return
Once approved, we’ll provide return instructions.
🚚 Return Shipping
Customers are responsible for return shipping costs unless the item is faulty or incorrect.
We recommend using a tracked service such as Royal Mail to ensure safe return delivery, as we cannot be responsible for items lost in transit.
💳 Refunds
Once your return is received and inspected, we will notify you of approval.
If approved:
- Refunds will be issued to your original payment method
- Please allow 5–10 working days for funds to appear, depending on your bank
Original shipping costs are non-refundable (unless the item is faulty or incorrect).
❌ Non-Returnable Items
We cannot accept returns on:
- Sale items (unless faulty)
- Items returned after 14 days
If you receive a faulty or incorrect item, please contact us within 48 hours of delivery with photos.
We will:
- Replace the item (if available), or
- Issue a full refund including shipping costs