Return Policy
At Octipa, customer satisfaction is paramount. We understand the importance of providing reusable incontinence underwear that is both comfortable and safe, and we are committed to providing an outstanding customer experience, including our returns policy.
The importance of Hygiene at Octipa
The hygienic nature of our products imposes strict standards on us. To ensure the safety and well-being of all our customers, we cannot accept returns of worn or unsealed products. Your understanding and cooperation are essential to ensure that these standards are met.
Free size exchanges
We offer a free size exchange service to ensure your satisfaction. However, due to hygiene standards, 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 for validation and arrangement of the exchange, and we will promptly send you the item in the correct size.
To benefit from this exchange service, please submit your request within 30 days of receiving your order. After this period, we will unfortunately not be able to process your size exchange request.
The size exchange is offered only once and only on your first order. If the exchanged size still does not fit, additional fees will apply for another exchange. We strongly recommend carefully checking our size guide before requesting a return.
The size exchange is only available for the same item and the same color. It is not possible to request an exchange for a different model or color."
Reimbursement
You can return items in compliance with our hygiene standards, i.e. unworn, unopened and in their original packaging, for a refund.
We offer you a return period of 30 days from the date of delivery of your order to give you the time you need to complete your return in the best possible conditions. Please note that the initial delivery charge is non-refundable, and you are responsible for the cost of the return. As compensation, you will be offered a voucher for the amount of the return costs (subject to presentation of proof), valid on your next order.
Certain situations may result in partial refunds:
- Items that are not returned in their original condition, damaged, tried on, or with items missing for reasons beyond our fault.
- Items returned more than 30 days after the delivery date.
For opened and/or tried on panty packs, our hygiene standards do not allow returns. However, we do offer a 50% discount code for your next order, allowing you to take advantage of our products at a preferential rate; or a free size exchange as mentioned in our exchange policy above.
Size equivalence
To avoid any confusion caused by size differences on the packaging and the product due to logistical reasons, we have provided a size equivalence table for each of our products here. This will help you to check and confirm the correct size of your product, if you think there is a mistake.
On our website, the size shown is the size you can rely on when placing your order. Although the size displayed on the underwear is set for logistical reasons and may sometimes differ slightly from the size on the website, it is important to refer solely to the size shown online when making your choice.
We are dedicated to your satisfaction and will treat every return with care and professionalism. Please do not hesitate to contact our team for any questions or assistance at contact@octipa.com. Your trust in Octipa is precious, and we constantly strive to meet your expectations.