Refund policy

Dealing with intimate apparel requires a delicate balance between great customer service and strict hygiene standards. Because of the nature of period knickers, your policy needs to be incredibly clear about what can and cannot be sent back to protect both your business and your customers.

Here is a refined version of your policy, formatted for clarity and specifically tailored for hygiene-sensitive products:

Returns & Hygiene Policy

At Fullstop, we want you to feel confident and comfortable. Due to the intimate nature of period underwear, 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 via email first.

  • Email us: natalie@byfullstop.com

  • Subject: Return Request – [Your Order Number]

  • Please wait for our "Return Authorization" 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 unfortunately cannot offer a refund or exchange.

Hygiene & Eligibility

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

  • Condition: Items must be in the same condition you received them—unworn, unwashed, and unused.

  • Packaging: Knickers 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 original packaging, we cannot accept the return.

Non-Returnable Items

  • Items that have been worn or washed.

  • 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 upon arrival. If the item is defective, damaged, or if you receive the wrong size/style, contact us immediately at natalie@byfullstop.com so we can correct the mistake at no cost to you.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approved: You will be automatically refunded on your original payment method within 10 business days.

  • 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. However, the Hygiene & Eligibility rules (unworn/original packaging) still apply to intimate apparel.

Exchanges

The most efficient way to get a different size is to return your original (unopened) item for a refund and place a new order for the correct size.

Need help?

Questions about fit or flow? Reach out to Natalie at natalie@byfullstop.com.

A quick suggestion: Since period underwear sizing can be tricky, do you offer a "First Pair Guarantee" where customers can try (and wash) one pair to see if they like it, while still being able to return the rest? It’s a popular way to build trust in this specific industry!