Refund policy

Return & Refund Policy

At Gear-Factory, we take hygiene and product safety seriously. Due to the intimate nature of our products, we apply the hygiene exemption as provided under EU Consumer Rights Directive 2011/83/EU.

No returns on opened items We do not accept returns or offer refunds on underwear or intimate apparel once the original packaging has been unsealed or the hygiene seal has been broken. This exemption applies in accordance with Article 16(e) of the EU Consumer Rights Directive.

Right of withdrawal You have the right to withdraw from your purchase within 14 days of receiving your order, provided the item remains in its original, sealed packaging. To exercise this right, contact us at info@gear-factory.eu before unsealing the product.

Defective or incorrect items If you receive a product that is faulty, damaged, or does not match the description, you are entitled to a remedy under the EU 2-year legal guarantee (Directive 2019/771/EU). Please contact us within a reasonable time at info@gear-factory.eu with your order number and a description of the issue.

Contact Gear-Factory — info@gear-factory.eu — +32 475 31 48 01