User

Refund & Return Policy

Effective Date: 07/01/2025

Account 1. Introduction

Welcome to UNDERME. We operate a C2C marketplace where individuals can buy and sell pre-owned lingerie with a purpose to give the product the second life. Due to the nature of the products sold on our platform, we have strict policies regarding refunds, returns, and cancellations to ensure fairness and hygiene standards.

By using our platform, you agree to abide by this Refund & Return Policy.

Seller 2. No Returns or Exchanges

For hygiene and safety reasons, all sales are final. UNDERME does not accept returns or exchanges under any circumstances. Buyers should carefully review item descriptions, images, and seller ratings before making a purchase.

Buyer 3. Order Cancellations

Buyers may only cancel an order prior to the seller initiating the dispatch process. Once the seller has marked the item as "dispatched," cancellations are no longer possible.

To request an order cancellation before dispatch:

  • Navigate to your order history.
  • Select the order you wish to cancel.
  • Click "Request Cancellation."
  • If the seller has not yet dispatched the item, the cancellation will be processed, and the buyer will receive a full refund.

4. Seller Responsibilities

Sellers must accurately describe their products and provide clear images. If a seller misrepresents an item, the buyer may report the issue to UNDERME for review. However, refunds will only be issued in cases where fraud or a gross misrepresentation is proven.

5. Buyer Protection Against Fraud

UNDERME protects buyers from fraudulent sellers. If an item received is significantly different from its description (e.g., wrong item, undisclosed damage), buyers may raise a dispute within 48 hours of delivery by contacting our support team. UNDERME will review each case individually and may issue a refund at its discretion.

6. Refundss

Refunds are only issued in the following cases:

  • The order is cancelled before the seller has dispatched the item.
  • The seller fails to dispatch the item within the required timeframe.
  • A dispute is resolved in favour of the buyer due to fraud or gross misrepresentation.

Refunds will be processed to the original payment method within 5-10working days upon approval.

7. Contact Us

If you have any questions or require assistance, please visit our [email protected].

Thank you for being a part of UNDERME. We appreciate your trust and commitment to our community!