Refund Policy

1. No returns, exchanges, or refunds for innerwear

All Aerine products are innerwear garments intended to be worn directly against the skin. For health, hygiene, and customer safety, innerwear cannot be returned to stock or resold once it has been supplied to a customer. We therefore do not accept returns or exchanges and do not provide refunds for change of mind, personal preference, an incorrect size or colour chosen by the customer, or an unwanted gift.

This rule applies even when an item appears unworn, has only been tried on, or remains in its packaging, because we cannot independently verify the hygiene condition or handling of an intimate garment after supply. Please review the product details and size guide carefully before confirming your order.

2. Damaged, defective, or incorrect items

The hygiene rule does not exclude rights that cannot legally be excluded. If the item was damaged in transit, has a manufacturing defect, is materially different from its description, or is not the product, size, or colour you ordered, contact us promptly so we can assess the issue and provide an appropriate remedy required by applicable law.

Call 0770408773 as soon as possible after discovering the issue. Prompt notice—ideally within 48 hours of delivery—helps us investigate carrier damage, but does not shorten any mandatory period or legal right that applies to defective or incorrectly supplied goods.

3. Information needed for a claim

• Your order number, name, telephone number, and delivery address.
• A clear description of the problem and when you noticed it.
• Clear photographs or video of the item, defect, labels, packaging, and parcel damage where relevant.
• Confirmation that the garment has not been worn, washed, altered, or otherwise used beyond what was necessary to identify the problem.

4. Assessment and remedy

We may ask to inspect the item or arrange a return before deciding the claim. Do not send a garment without contacting us and receiving return instructions. An unauthorised return may be refused for hygiene and handling reasons.

If the claim is accepted, the remedy may be a replacement, repair where appropriate, store credit with your agreement, or a refund, depending on the issue, available stock, and your rights under applicable law. Where a refund is legally due, it will generally be made to the original payment method. Processing times may depend on the payment provider.

Aerine will bear reasonable return or redelivery costs for an accepted claim involving damaged, defective, materially misdescribed, or incorrectly supplied goods. Original delivery charges are otherwise non-refundable except where required by law.

5. Orders not yet dispatched

If you contact us before dispatch, we may be able to correct or cancel the order. This is not guaranteed because processing can begin immediately. Once the order has been dispatched or supplied, the hygiene restriction above applies.

6. Claims we may decline

• Change of mind, preference, unwanted gifts, or a size or colour selected incorrectly by the customer.
• Normal wear, expected fabric variation, or damage caused by misuse, incorrect washing, failure to follow the care label, alteration, accident, or ordinary deterioration.
• Items bought from another seller, items without reasonable proof of purchase, or claims that cannot reasonably be verified.
• Returns sent without authorisation or items that create a health or hygiene handling risk, except where handling is necessary to provide a mandatory legal remedy.

7. Contact us

For order problems, call 0770408773 or write to Aerine, 3/2, 23 Hampden Residencies, Colombo 06, Sri Lanka. Please do not post an item until our team has provided return instructions.