Refund Policy
Last updated: 5 September 2026
You have 30 days from delivery to return anything, for any reason, for a full refund. The law gives you 14; we give you 30. Because our garments are worn next to the skin, there are a few conditions about trying on that don't apply to a coat or a lamp, and we've put them first so nothing is a surprise.
The short version
| Change of mind | 30 days from delivery, any item, sale items included |
| Trying on | Over your own underwear, hygiene strip and tags in place |
| Faulty, damaged or wrong | Full refund or replacement, postage on us, no deductions |
| Return postage, change of mind | Paid by you; no restocking fee |
| Refund | Full amount, to your original payment method, within 7 working days of receiving the return |
| Return address | Sent to you when you start the return; not the Gateshead business address |
Trying on, and what "unworn" means here
Try a piece on the way you would in a fitting room: over your own underwear, for a few minutes, standing, sitting, checking the fit and the length. That's exactly what the 30 days are for.
For a return to qualify for a full refund, the item should come back:
- unworn beyond trying on, and unwashed
- with the hygiene strip, where the garment has one, still in place
- with all tags and labels attached
- in its original packaging
Hygiene-sealed items. Some pieces, such as briefs, thongs and bodysuits with a gusset, come with a hygiene strip or sealed packaging. Under the Consumer Contracts Regulations, the right to cancel doesn't apply to sealed goods that aren't suitable for return on hygiene grounds once the seal is broken. In plain terms: keep the strip on while you try it on, and you're covered; remove it, and we can't accept the return unless the item is faulty. Which items carry a seal is stated on the product page before you buy.
If an item comes back showing wear beyond a try-on, we may make a proportionate deduction for the reduction in value rather than refuse the return, and we'll tell you before we do.
Sending it back
1. Email us at support@comfaine.com within 30 days of delivery, with your order number and the items you're returning. No reason needed. You can use the model cancellation form at the bottom of this page, but an email is just as good.
2. Wait for the return details. We reply within one working day with a return reference and the return address. The return address is not our Gateshead business address and may be different from the address the parcel came from. Please don't post anything before you have it: an unmarked parcel can't be matched to an order, and one sent to the business address can't be processed.
3. Post it within 14 days of telling us. Pack the items in their original packaging, write the reference on the outside or on a note inside, and use a tracked service. Keep the proof of postage until the refund is in your account; until the parcel reaches us, you're responsible for it.
If you can, photograph the items before sealing the parcel and send us the picture. It isn't required and your refund doesn't depend on it, but it lets us confirm the contents quickly if anything goes astray in transit.
Who pays the postage
Return postage for a change-of-mind return is at your expense. There are no restocking or handling fees. Delivery to you was free, so there's nothing to deduct for it. If the item is faulty, damaged or not what you ordered, we pay; see below.
Your money back
We check the return when it arrives and email you the outcome. The refund of the full amount you paid goes to the payment method you used, within 7 working days of the goods reaching us, and in any event within the 14 days the law allows. Your bank or card provider usually needs 3 to 5 working days to show the credit. If nothing has appeared 10 working days after our confirmation, get in touch and we'll trace it.
When it's our fault
Check your order when it arrives. If an item is damaged, faulty, or not what you ordered, email us within 30 days of delivery with your order number and clear photographs of the item and the packaging. You choose a replacement or a full refund. We cover the return postage and send a prepaid label, and no deductions apply.
Often we'll send the replacement without asking for the original back, because returning it would cost more than the item is worth. If the replacement isn't right either, both items need to come back for a refund. This applies once per order; a further replacement request will need a return.
Damage caused by misuse or by washing against the care instructions, such as tumble drying or fabric softener, isn't a fault.
Your statutory rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they aren't, you can reject them for a full refund within 30 days of delivery. After that, and for up to six years, you can ask for a repair or replacement, and where that fails or isn't possible, a price reduction or a final right to reject. In the first six months it's presumed the fault was present at delivery unless we show otherwise. Nothing on this page reduces those rights.
Exchanges
We don't process direct exchanges, because we can't hold stock while a return is in transit. Return the original for a refund and place a new order for the size or colour you want; the new item is dispatched straight away rather than waiting for your return to reach us.
Cancelling before dispatch
Free at any time before your order is dispatched. Email your order number as soon as you can; orders often go to fulfilment within a few hours. Once dispatched, receive the parcel and use the process above.
Gifts
If you received an item from us as a gift, you can return it within 30 days of its delivery, subject to the same trying-on conditions. Email us with the order number from the gift receipt, or the buyer's name and email. The refund goes to the original payment method.
Returns we can't accept
- Hygiene-sealed items once the seal is broken, unless faulty
- Items made to your specification or personalised
- Items worn, washed or altered beyond trying on
- Gift cards
Where an exclusion applies, it's stated on the product page before you buy. We may also refuse returns where we identify fraud or repeated abuse of this policy, always within the limits of the law and never affecting your statutory rights.
If we can't resolve it
Contact us first; most things are sorted directly. If we can't resolve a complaint to your satisfaction, you may be able to refer it to an alternative dispute resolution provider. We are not currently a member of an ADR scheme. That doesn't affect your right to bring a claim through the courts, or to seek free advice from Citizens Advice (citizensadvice.org.uk, 0808 223 1133).
Model cancellation form
Complete this only if you wish to exercise your statutory right to cancel. An email works just as well.
To: Comfaine LTD, St Michael's Way, Metrocentre, Gateshead NE11 9YG, United Kingdom, support@comfaine.com
I hereby give notice that I cancel my contract of sale for the following goods:
Ordered on: ______________
Received on: ______________
Order number: ______________
Consumer's name: ______________________
Consumer's address: ______________________
Signature: ______________________ (only if sent on paper)
Date: ______________
Contact
Email: support@comfaine.com Phone: +44 191 493 0200 Customer service hours: Monday to Friday, 9:00 am–9:00 pm UK time Saturday, Sunday and bank holidays: Closed Response time: Within one working day
Comfaine LTD St Michael's Way, Metrocentre, Gateshead NE11 9YG, United Kingdom
