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Return Policy
As a valued customer, we want you to know that we care and we vow to ensure you have a great retail experience with us. Please make sure that you have carefully reviewed your order prior to finalising your purchase. We offer exchanges, refunds on all items within 30 days of receipt or store credit after 30 days, which is valid for 6 months for use online.

If you discover a fault with the item(s) you have received, please contact us straight away and our customer services representatives will try to resolve the issue for you as soon as possible. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.  

For any returns please print and fill out the returns form hereAll items returned should be accompanied with a completed returns form. Unidentified parcels may be returned to the customer.  

Exchange/Refund Policy 

Should you wish to exchange your item(s) for any reason, please refer to the table below as a guideline and contact us within 30 days from receiving your order explaining the reason for your exchange request. Exchanges will be processed upon receipt of the regarding item(s). Acknowledgment of receipt will be sent electronically following the evaluation process, stating the outcome and whether the item is eligible for exchange, refund or store credit.

1. Exchange Conditions

Please refer to the following criteria as a guideline only to our exchange/refund policy:


  • Exchanges/Refunds accepted within 30 days of receipt
  • Store credit will be issued after 30 days.
  • Items must not be damaged, worn, washed.
  • Items must be in new/original condition with all tags and packaging intact.
  • The evaluation process may take up to 30 days from receipt.
  • Upon dispute, the exchange decisions by Underated will be final.


Items must be in an unworn, resellable condition with all original tags and packaging intact.

    Headwear & Footwear

    No returns or exchanges due to hygiene reasons.


    2. Store Credit

    Store credit will be issued when an exchange item is unavailable when an item is purchased using a discount/promo code when a sale item is returned. Store credits are valid for a period of 6 months from the initial date of issue.


    3. Sale Items

    All item(s) purchased during a sale promotion or with discount/promo codes are final. No refunds are accepted. Sale item(s) can only be exchanged or refunded for store credit.


    Please note items remain the responsibility of the customer until it is received by Underated. Therefore it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package. Once we receive your package, we will evaluate the products before proceeding with exchanging, refunding your order or issuing store credits. Underated reserves the right to replace the faulty item with one of the same style, size, and colour.