Refund policy
Return Policy
At Octipa, customer satisfaction is our top priority. Understanding the importance of providing reusable incontinence underwear that combines comfort and security, we strive to offer an outstanding customer experience, including within our return policy.
The Importance of Hygiene at Octipa
Due to the hygienic nature of our products, we adhere to strict standards. We cannot accept returns of worn or unsealed products to ensure the safety and well-being of all our customers. Your understanding and cooperation are essential to maintaining these standards.
Free Size Exchanges
We offer a free size exchange service to ensure your satisfaction. However, please note that for hygiene reasons, we only allow size exchanges and not refunds if the item has been opened or tried on. This policy is in place to keep our products in impeccable condition for all our customers.
We understand that choosing the right size online can be challenging. If an item does not fit perfectly, we offer a free exchange. Simply contact our customer service team for validation and arrangement of the exchange, and we will promptly send you the correct size.
To be eligible for this exchange service, you must submit your request within 30 days of receiving your order. Unfortunately, after this period, we will not be able to process your size exchange request.
Refunds
You may return items for a refund as long as they meet our hygiene standards, meaning they must be unworn, unopened, and in their original packaging.
We offer a 30-day return period from the delivery date of your order, allowing you ample time to return your item under the best conditions. Please note that initial shipping fees are non-refundable, and return shipping costs are your responsibility. However, as compensation, we will provide a voucher equivalent to the return shipping costs (upon proof of payment), which you can use on your next order.
Partial refunds may apply in certain situations, including:
• Items that are not returned in their original condition, are damaged, have been tried on, or are missing parts for reasons unrelated to our error.
• Items returned more than 30 days after the delivery date.
Once we receive your returned package, we commit to processing your refund request within 14 days.
For opened and/or tried-on underwear packs, our hygiene standards do not allow returns. However, we offer a 50% discount code for your next order, allowing you to purchase our products at a preferential rate; or a free size exchange, as mentioned in our exchange policy above.
Size Equivalence
To prevent confusion due to size variations on the packaging and the product itself (due to logistical reasons), we provide a size equivalence chart for each of our products. This chart will help you verify and confirm the correct size of your product if you suspect an error.
On our website, the size indicated is the one you should rely on when placing your order. While the size printed on the underwear may sometimes differ slightly from the one shown online (for logistical reasons), please always refer to the size displayed on our website when making your choice.
We are committed to your satisfaction and strive to handle every return with care and professionalism. If you have any questions or need assistance, please feel free to contact our team at contact@octipa.com.
Your trust in Octipa is invaluable, and we constantly work to meet your expectations.