Widerrufsrecht

Returns & 60-day exchange policy – How It Works

This page gives you a quick overview of our return options and 60-day exchange policy for qualifying first-time purchases. For our full Terms & Conditions, click here.

🛡️ What is the 60-day exchange policy?

If you’re a first-time customer and buy one of our qualifying period underwear products, you can try one of them for up to 60 days. If it doesn’t work for you, let us know — we’ll ask for your feedback and refund or credit you for that single opened item.

📋 Who qualifies for the 60-day exchange policy?

To be eligible:
  • It must be your first purchase with us
  • Your order was placed after January 23, 2023
  • You bought a qualifying product (see list below)
  • You contacted our customer service at least once within the 60 days after receiving the order to give feedback and get support

🩲 Which products are part of the trial?

The following are eligible for the 60-day exchange policy:
  • Super Leakproof Minerva
  • Super Leakproof Athena
  • Super Leakproof Venus
  • Super Leakproof Gaïa
  • Discovery Set Items (including normal, medium- and heavy flow Discovery sets)

🔁 Can I try more than one item?

No — the trial is valid for one opened and used product only.
If you purchased a bundle (e.g. "2+1 free", "4+2 free", "6+3 free"), only one item from that bundle can be refunded under the 60-day exchange policy. The rest must be unworn and unused to qualify under our standard 60-day policy.

📦 Do I need to send the item back?

In some cases, yes. If our customer service team requests the item to be returned, you’ll need to send it back at your own expense.

💸 What’s not covered by the 60-day exchange policy?

  • More than one worn product
  • Worn items from a bundle beyond the first tested item
  • Orders not placed through our official stores
  • Orders where customer service was not contacted within 60 days
  • Not first- time purchases

🛍️ What if I want to return unworn items?

We offer a 30-day return period for unworn, unwashed items in original condition and packaging (excluding Black Month Sale orders).
You can use our return portal to start an exchange or store credit process.
To check the fit, please try on your underwear over a clean pair of your own. For hygiene reasons, we cannot accept returns of items that have been worn directly on the skin.

🎁 Bundles & promotional sets – what are the rules?

If you purchased a bundle (e.g. "2+1 free", "4+2 free", "6+3 free") and want to exchange or receive store credit for the full bundle, the entire bundle must be returned.
We are only able to offer store credit or exchanges for the full value of the bundle if all items, including any free promotional products, are returned.
If only part of the bundle is returned, credit will be issued proportionally based on the items received.
For example:
  • If you return 2 items from a “2+1 free” bundle purchased for 60€, you’ll receive store credit for 40€, or you can exchange those 2 items for 2 others within the same price range.
  • If you return only 1 item, the credit would be 20€, or you can exchange it for another item of equal value.

 

💡Important Notes

  • Return shipping is at your own expense
  • Store credit issued voluntarily cannot be exchanged for refunds or cash later
  • This policy does not affect your statutory right of withdrawal under EU or UK law. For legal details, see our Terms & Conditions

 

Refunds

1 Outside of the statutory right of withdrawal outlined in section 7, NSIW-AC does not provide refunds except in cases where the received product is proven to be defective.
2 If the product is considered defective, consumers must notify NSIW-AC by email at [email protected] and provide photographic or video evidence of the defect. NSIW-AC reserves the right to assess and verify the claimed defect.
3 For eligible defects, NSIW-AC may, at its discretion, offer one of the following remedies: (a) replacement of the product, or (b) full or partial refund.
4 Items returned without prior communication, without adequate proof of defect, or in worn/washed condition will not be accepted or refunded.
For hygiene reasons, an item is considered worn if it has been in direct contact with the skin. Items showing signs of staining or odor are also excluded from return. Customers are advised to try on products over clean personal underwear to ensure eligibility for return. Any item showing signs of wear, use, or damage may be rejected at the discretion of NSIW-AC.
This includes but is not limited to underwear that has been worn, washed, shows signs of staining or odor, or has had any original packaging, or—if applicable—tags or hygiene seals removed or broken.
5 Products sold as part of a bundle must be returned in full in order to receive a full refund. If only part of the bundle is returned, a refund will be issued on a pro-rated basis corresponding to the value of the returned items. For bundles offered under promotions such as “2+1 free,” “4+2 free,” or “6+3 free,” all items from the bundle must be returned to qualify for a full refund of the bundle. Partial returns will be reimbursed proportionally. If the order included any additional items provided free of charge (e.g. promotional gifts), these must also be returned in order to receive a full refund on the order.
6 Items provided free of charge (e.g. gifts with purchase, promotional giveaways) cannot be returned, exchanged, or refunded under any circumstances.
7 Items marked as final sale or purchased with a discount of 40% or more are classified as final sale. These items are not eligible for refunds, but may be returned for exchange or store credit, provided they meet the return conditions outlined in Section 
8 NSIW-AC does not refund shipping costs for returned items.
9 If a return has been processed for store credit at the customer's request, this decision is considered final. Store credit cannot be converted into a monetary refund at a later time.
10 Once an item has been exchanged, the exchange shall be considered final. Exchanged items are not eligible for a refund, store credit, or further exchange, except where required by applicable consumer protection law or where the replacement item is defective.