Refund policy

INDENA® Return & Refund Policy

In accordance with applicable hygiene regulations, opened underwear and boxer briefs are not eligible for return, refund, or exchange for hygiene reasons. Consequently, we do not accept returns, refunds, or exchanges once the factory-sealed packaging has been opened, broken, or altered.

1. Order Cancellations

You may cancel your order free of charge at any time before it has been processed for shipment. Once an order has been packed and a shipping label or tracking number has been generated, the order can no longer be canceled.

2. Manufacturing Defects

We maintain rigorous quality control standards. If you believe your product has a manufacturing defect, please notify our support team as soon as reasonably possible, preferably within 48 hours of delivery, by emailing info@indena.eu.

Your email should include your Order Number and clear photo or video evidence supporting your claim. Each claim is reviewed individually. If our team confirms a manufacturing defect, we will determine the most appropriate resolution.

3. Shipping Damage or Missing Products

If your shipment appears to have been damaged during transit or if any products are missing, we require immediate notice, highly recommended within 24 to 48 hours of delivery. Prompt reporting is critical to enable us to file a timely claim with the carrier.

We strictly require you to retain the product, all original packaging materials, and the shipping label until your claim has been evaluated. Your email should include your Order Number and clear photo or video evidence supporting your claim. If damage or missing products are confirmed, we will determine the most appropriate resolution.

4. Incorrect Items

If you receive an incorrect product, size, color, or quantity, please notify our support team as soon as reasonably possible, preferably within 48 hours of delivery. Your email should include your Order Number and clear photo or video evidence. If an order fulfillment error is confirmed, we will determine the most appropriate resolution.

5. Unauthorized Returns

Products returned without prior written agreement from our customer support team will not be accepted and will not be eligible for a refund.

6. Payment Disputes and Chargebacks

Customers are highly encouraged to contact our support team at info@indena.eu before initiating a payment dispute or chargeback with their bank. Most issues can be resolved quickly and amicably through our internal process. We reserve the right to refuse claims that appear to be fraudulent, abusive, or unsupported by reasonable evidence.

This Return & Refund Policy does not affect your statutory consumer rights under applicable law.