Return Policy
NO BULLSH*T GUARANTEE
We never asked for permission. ThePack started in a living room with a sewing machine, making harnesses and lingerie for men who were never meant to be “neutral.”
Now ThePack moves globally—but we still act like we did back then: raw, unapologetically and with intention.
When you build a brand like that, boundaries get pushed to the edge.
Fits that need recalibrating.
Cuts that hit harder in testing than on paper.
Fastenings that don’t survive death drops - and yes we know what you're upto ;-)
We don’t dress it up. We correct it.
Because we’re not here for “safe” or “fine.”
NO EXCUSES
No excuses. No endless back-and-forths. No hoops.
That’s the standard.
If for whatever reason you are unhappy with the product you receive, or if the product is defective, email us at hello@thepackunderwear.com with:
- your order number
- a clear explanation and photo of the issue
If the defect is confirmed, we will contact you with your options:
- if product and size is still available, we send a replacement at no cost
- otherwise, you can either receive store credit for the value of the item at the time of sale (excluding shipping and discounts), or
- receive a refund on the payment method with which you made your purchase.
WHAT WE STAND FOR
We keep it simple:
If it’s on us, we fix it.
If it’s not, we keep it consistent – and friendly – we’re a proud, small, gay owned business and are embedded in our community. We listen but we won’t judge – that energy.
No grey zones. No confusion. No performative language.
EU CUSTOMERS — RIGHT OF WITHDRAWAL
If you're ordering from the EU or EEA, you have the right to withdraw from your purchase within 14 days of receiving your complete order, without giving a reason.
How to exercise your right: Log into your account and submit a return or cancellation request — or email us at hello@thepackunderwear.com with your order number and intent to withdraw.
Hygiene exemption: ThePack products are intimate apparel. Under EU law (Directive 2011/83/EU), the right of withdrawal does not apply to sealed goods that have been unsealed after delivery where return is unsuitable for health protection or hygiene reasons. If packaging has been opened or the item has been worn, we cannot accept the return.
Unopened, sealed items may be returned within the 14-day window. Return shipping costs are at the customer's expense. Refunds are processed within 14 days of receiving the returned item.
Cancellations: You may cancel your order at any time before it is fulfilled. Once dispatched, the return process above applies.
SUPPORT
For any questions, contact us at hello@thepackunderwear.com
