RETURNS, REFUNDS & EXCHANGES

1. RETURN ELIGIBILITY & HYGIENE STANDARDS

Because intimate apparel touches the skin directly, we maintain strict hygiene standards for the safety of all customers. To qualify for a return or exchange:

• Items must be requested within 60 days of the delivery date.
• Items must be unworn, unwashed, unaltered, and free of perfume, makeup, or deodorant marks.
• All original hang tags and protective hygiene liners must remain intact and attached.
• Non-Returnable Hygiene Items: Standalone panties, opened hosiery/stockings, tearable tights, bodystockings, and intimate chokers/masks whose hygiene seal has been opened cannot be returned unless defective upon arrival.

2. HOW TO START A RETURN OR FREE SIZE EXCHANGE

Starting a return or exchange takes less than two minutes:

• Step 1: Email our Customer Care team at santuoai@mail.grokbot.com or submit our Contact Us form with your Order Number and whether you prefer a Free Size Exchange, 110% Store Credit, or a Full Refund.
• Step 2: Within 24 hours, we will email your prepaid return authorization label and instructions.
• Step 3: Drop your sealed parcel at any carrier location. Exchange orders ship out as soon as your return label is scanned!

3. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Every order is inspected prior to dispatch, but if an item ever arrives with a manufacturing defect or an incorrect size/color, email us within 7 days of delivery with a photo and we will send a brand-new replacement immediately—no return shipment required.

4. REFUND PROCESSING TIMELINE

Once your return is received and inspected at our warehouse, your refund is issued immediately. Please allow 3–5 business days for your bank or credit card issuer to post the credit to your statement.