Refund policy

Returns & Refunds Policy

We want returns to be straightforward and fair.

In addition to your statutory rights, we offer a voluntary 60-day returns period for eligible unopened items and a 60-Day First-Pair Guarantee for eligible first-time customers.

Unopened and unused items

You may return eligible items within 60 days of receiving your order, provided they are:

  • unopened
  • unused and unworn
  • in their original packaging
  • still sealed where a hygiene seal or sealed packaging applies

Please contact us within 60 days of receiving your order if you wish to make a return.

For change-of-mind returns, you are responsible for the cost of returning the items to us. We recommend using a tracked postal service, as we cannot be responsible for items that do not reach us.

Once your return has been received and checked, we will process any eligible refund to your original payment method.

60-Day First-Pair Guarantee

If you are a first-time eligible customer, you may open, wear and try one pair from your first eligible hustl. order for up to 60 days from receiving your order.

If hustl. is not right for you, that one opened and used pair may be refunded under our 60-Day First-Pair Guarantee.

The guarantee:

  • can be used once per customer
  • applies to one opened or worn pair only
  • applies to your first eligible hustl. order
  • must be claimed within 60 days of receiving your order
  • applies to the price paid for the eligible pair

If you purchased more than one pair, any additional pairs may also be returned within the same 60-day period, provided they remain unopened, unused and sealed in their original packaging.

You may return the tried pair and any eligible unopened pairs together in the same parcel.

Return postage for change-of-mind items is your responsibility.

To make a claim under the First-Pair Guarantee, please contact us with:

  • your order number
  • the product you tried
  • a short explanation of why it was not right for you

We may request further information to verify your claim and to help us improve our products.

The First-Pair Guarantee does not cover:

  • more than one opened or worn pair
  • subsequent orders
  • claims made more than 60 days after receipt
  • damage caused by misuse or failure to follow the care instructions
  • normal wear and tear

Opened underwear outside the First-Pair Guarantee

For hygiene reasons, opened or worn underwear cannot normally be returned simply because you have changed your mind.

The exception is the one eligible pair covered by our 60-Day First-Pair Guarantee.

This does not affect your rights if an item is faulty, damaged, misdescribed or otherwise does not conform to your statutory rights.

Faulty, damaged, incorrect or misdescribed items

If an item is faulty, damaged, not as described or not what you ordered, please contact us as soon as possible with your order number and details of the issue.

We may ask you to provide photographs or other information to help us assess the problem.

Where a return is required because an item is faulty or incorrect, we will cover reasonable return costs.

Your rights in relation to faulty goods are separate from our voluntary 60-day returns policy and First-Pair Guarantee.

Refunds

Once an eligible returned item has been received and inspected, we will process the refund to your original payment method.

Please allow additional time for your bank, card provider or payment provider to process the refund after it has been issued.

Where a refund is due under your statutory cancellation rights, we will process it in accordance with applicable UK consumer law.

Return postage

For voluntary change-of-mind returns under our 60-day returns policy, you are responsible for return postage.

Where goods are faulty, damaged, incorrect or otherwise legally required to be returned at our cost, we will cover reasonable return costs.

Statutory cancellation rights

Our voluntary 60-day returns policy and 60-Day First-Pair Guarantee are offered in addition to your statutory rights.

For most online purchases, UK customers have a statutory right to cancel within 14 days of receiving their goods and then have a further 14 days to return them.

However, this cancellation right may not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once they have been unsealed. This can include underwear.

Where the statutory right to cancel applies, any refund due will be handled in accordance with applicable law, including the treatment of standard outbound delivery charges.

Faulty goods and your statutory rights

Nothing in this policy limits or excludes your statutory rights.

Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described. If goods are faulty, customers may be entitled to remedies including a refund, repair or replacement depending on the circumstances and timing of the claim.

Proof of purchase

We may ask you to provide proof of purchase when processing a return, refund or guarantee claim.

How to contact us

To request a return, make a First-Pair Guarantee claim or report a faulty item, please contact us at:

info@wehustl.co.uk

Unit 1. Netherton Tech Park, New Road, Highley, WV16 6NN

Please include your order number and a brief description of your request.