Refund policy

REFUND & RETURN POLICY

MASSIMO UNDERWEAR
Last updated: May 1, 2026

30-Day Money-Back Guarantee

At MASSIMO UNDERWEAR, your satisfaction is our priority. We stand behind the quality of our products and proudly offer a 30-Day Money-Back Guarantee from the date your order is delivered.

If you're not completely satisfied with your purchase, you may request a return in accordance with the policy below.

1. Return Window

You may request a return within 30 calendar days of receiving your order.

Customers located in the United States, United Kingdom, and other applicable jurisdictions may also benefit from additional statutory consumer rights that are not affected by this policy.

2. Return Eligibility

To qualify for a return, the item must:

  • Be unused, unworn, and unwashed
  • Be in its original condition
  • Include all original packaging, tags, and accessories
  • Be free from stains, odors, damage, or signs of wear
  • Be accompanied by proof of purchase (order confirmation or receipt)

Returns that do not meet these conditions may be refused or subject to a partial refund where permitted by law.

3. Non-Returnable Items

For hygiene and health protection reasons, the following items cannot be returned:

  • Underwear or intimate apparel that has been worn, tried on without protective hygiene liners, washed, or has had its hygiene seal removed
  • Customized or personalized products
  • Gift cards
  • Digital products or downloadable content
  • Final Sale or Clearance items clearly marked as non-returnable

This policy does not affect your statutory rights if an item is faulty or not as described.

4. How to Start a Return

To request a return, please contact us at:

support@massimo-underwear.com

Please include:

  • Your order number
  • The item(s) you wish to return
  • The reason for your return

Once your request has been approved, we'll provide:

  • Return authorization
  • Return shipping instructions
  • The return address

Please note:
Returns sent without prior authorization may not be accepted.

We recommend using a tracked shipping service, as MASSIMO UNDERWEAR is not responsible for return parcels lost in transit.

5. Return Shipping Costs

Unless otherwise required by applicable law, customers are responsible for return shipping costs.

We will cover return shipping costs if:

  • The wrong item was received
  • The item arrived damaged or defective
  • The product received is materially different from what was ordered

Original shipping charges are non-refundable unless the error was caused by MASSIMO UNDERWEAR.

Customs duties, import taxes, and carrier handling fees are non-refundable.

6. Refund Process

After your return has been received and inspected:

  • Returns are typically processed within 3–5 business days
  • You'll receive an email confirming whether your refund has been approved
  • Approved refunds are issued to the original payment method within 5–10 business days

Depending on your bank or payment provider, additional processing time may apply.

If you have not received your refund after 14 business days, please contact your payment provider before reaching out to us.

For refund assistance, contact:

support@massimo-underwear.com

7. Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery.

Please provide:

  • Your order number
  • Clear photographs of the product and packaging
  • A brief description of the issue

After review, we may offer:

  • A replacement product
  • A full refund
  • Or another appropriate resolution, including reimbursement of shipping costs where applicable.

8. Exchanges

We currently do not offer direct exchanges.

If you would like a different size, color, or style, please:

  1. Return the eligible item following the instructions above.
  2. Place a new order for your preferred item.

This helps ensure the fastest processing and product availability.

9. Late Returns

Returns requested or shipped after the 30-day return period may not be accepted and may be returned to the sender at their expense.

10. Order Cancellation

Orders may be cancelled before they have been processed for shipment.

To request a cancellation, please contact us immediately at:

support@massimo-underwear.com

Once an order has shipped, it can no longer be cancelled and our standard Return Policy will apply.

11. Consumer Rights (UK & US)

Nothing in this policy limits or excludes any statutory rights available under applicable consumer protection laws, including:

  • The Consumer Rights Act 2015 (United Kingdom)
  • Applicable U.S. federal and state consumer protection laws

Where local laws provide consumers with additional rights, those rights will apply.

12. Contact Us

For any questions regarding returns, refunds, or cancellations, please contact:

MASSIMO UNDERWEAR

Email: support@massimo-underwear.com

Customer Support Response Time:

Monday – Friday: 24–48 business hours

MASSIMO UNDERWEAR is committed to providing a transparent, professional, and customer-focused shopping experience for customers worldwide.