Refund policy

Last updated: September 29, 2026

Every UNDRTN piece is made for your order with its own QR code. Please check the product details, colour, size guide, and delivery address before ordering. We want you to feel good about what arrives, and we will make it right when there is a problem with your order.

Changes and cancellations

If you need to change or cancel an order, email hello@undrtn.com as soon as possible with your order number. If production has not started, we can cancel and refund the order or try to make the requested change. Once production has started, we generally cannot cancel or change a made-to-order item for a change of mind. This does not affect your rights if an order is delayed, incorrect, defective, or otherwise subject to a remedy under applicable law.

Size, colour, and change of mind

Because each piece is made to order, we do not accept standard returns or exchanges for a size or colour selected at checkout, or because you changed your mind.

Fit support: If the size you selected does not work, contact us within 14 days of delivery. We will offer a one-time 25% discount on a replacement of the same style in a different size. You do not need to send the original piece back. This offer is limited to one replacement per eligible original item, cannot be combined with another discount, and does not cover shipping on the replacement order. The replacement is also made to order and receives its own QR code. If we sent a size or item different from what you ordered, that is an order error covered below, not a fit-support purchase.

Damage, printing errors, wrong items, and QR problems

If an item arrives damaged, defective, misprinted, or different from what you ordered, email hello@undrtn.com within 30 days of delivery. Include your order number and clear photos of the item and issue. If the printed QR code will not scan, let us know what you tried; a short video can help us identify a print problem.

We will review the issue promptly. For a confirmed production or order error, we will offer a replacement at no extra cost or a refund for the affected item and its associated shipping charge, if any. You normally will not need to send a defective item back. If we ask for its return, we will cover the return shipping. A problem with Studio setup or a page reached by a working code should be reported to us as well; we will troubleshoot the digital issue without asking you to return a garment unnecessarily.

Please follow the garment’s care instructions. Normal wear, accidental damage, and damage caused by improper care are not production defects. We will still review concerns fairly and respect any rights you have under applicable law.

Missing deliveries

If tracking has stalled or a package has not arrived by the estimated delivery date, contact us with your order number. Please report a potentially lost package within 30 days of the estimated delivery date so we can investigate with the carrier and production partner. If it is confirmed lost, we will arrange a replacement or refund. If tracking says “delivered” but you cannot find the package, contact us so we can help investigate rather than assuming the matter is closed.

Refunds

Approved refunds go to the original payment method. We will confirm when a refund has been issued; the time it takes to appear in your account depends on your bank or payment provider. We do not issue refunds to a different payment method. Nothing in this policy limits non-waivable consumer rights.

For questions or help with a claim, write to hello@undrtn.com with your order number.