RETURNS AND EXCHANGES
Need to return or exchange something? No worries we are here to help!
Please read the information below and then fill out the returns form so we can assist you.
EXCHANGES
If you wish to exchange your item, whether due to size issues or a change of mind, please contact our team within 21 days of receiving your order to initiate the exchange process. Once we receive and verify that your items are in original condition, we will process your exchange request. This may take 3-5 business days for your exchange items to be shipped.Â
You, the customer, are responsible for arranging the return postage of your item(s) to the provided returns address. Undertow will cover the postage costs for sending the exchanged items back to you. If you request an exchange on additional items in your order after the first request, you will be responsible for all postage costs.Â
FAULTY ITEMS
All of our items undergo thorough quality checks, but if for some reason something has slipped through, please contact our team within 3 days (72hrs) of receiving your order to report the issue. You will need to provide a photo of the faulty item for us to assist you.
Once we receive your return, the item will be assessed. If it is deemed faulty, we will offer a replacement or refund. Please note, if the item is returned without prior contact, we are not obligated to accept it.
Undertow will cover the shipping costs for returning the item as well as for the replacement.
REFUNDS
Wrong size? Changed your mind? No worries, we’ve got you covered!
For a refund, please contact our team within 7 days of receiving your order.
Once we receive and verify that your items are in their original condition, your refund will be processed within 3-5 business days. Refunds will be issued via your original payment method.
Please note, the shipping fee you paid will be deducted from the refund amount on all orders.
STORE CREDIT
If it’s been more than 7 days since you received your order, we can offer a store credit for future orders. Between 7 and 21 days, we can provide store credit for the item’s value (excluding initial postage costs) or you can exchange it for another item from our range.
Once we receive and verify that your items are in their original condition, your store credit will be processed within 3-5 business days.
Please note, the shipping fee you paid will be deducted from the store credit amount on all orders.