Refund policy

Returns & Hygiene Policy

At ByFullstop., we want you to feel confident and comfortable. Due to the intimate nature of our products, we have specific hygiene protocols in place for returns.

How to Start a Return

To ensure your return is handled correctly, all returns must be initiated by email first.

Email us: natalie@byfullstop.com
Subject: Return Request – [Your Order Number]
Please wait for our Return Authorisation and instructions before sending any items back. Items sent without prior email approval cannot be accepted.

30-Day Return Window

You have 30 days after receiving your item to request a return. After 30 days we are unfortunately unable to offer a refund or exchange.

Hygiene & Eligibility

For the safety of our team and our customers, we strictly adhere to the following:

Condition: Items must be in the same condition you received them — unworn, unwashed and unused.
Packaging: Items must be in their original packaging with all tags attached.
Trial tip: We recommend trying your knickers on over your own clean underwear to check the fit. If they show signs of wear, or are not in their original packaging, we cannot accept the return.

Non-Returnable Items

Items that have been worn or washed.
Intimate care gels and other sealed personal care products once the seal has been broken.
Intimate care devices once they have been used, for hygiene reasons.
Individual items from a bundle or multi-pack — only full, unopened bundles can be returned.
Sale items and gift cards.

Damages & Issues

Please inspect your order on arrival. If an item is defective or damaged, or if you receive the wrong size or style, contact us straight away at natalie@byfullstop.com so we can put it right at no cost to you.

Refunds

Once we have received and inspected your return, we will notify you of the approval or rejection of your refund.

Approved: You will be refunded to your original payment method within 10 business days.
Please note: Shipping costs are generally non-refundable.

EU 14-Day Cooling Off Period

For orders shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason. The Hygiene & Eligibility rules above — unworn, unwashed and in original packaging — still apply to intimate apparel, to sealed personal care products and to intimate care devices.