Refund policy

Refunds, cancellations & our 60-day first-pair guarantee

Try your first NUMBNUTS bundle with confidence. This policy applies to new orders placed with these terms. If you ordered under an earlier promise, we will honour any more favourable terms that applied when you bought.

Cancel your pre-order before fulfilment

You can cancel your pre-order for any reason before it is fulfilled for dispatch. Email hello@numbnutsclub.com with your order number and ask to cancel. We will refund everything you paid for the cancelled order, including applicable tax and any delivery charge, to your original payment method. No cancellation fee or store-credit requirement.

60 days to try your first pair

Our voluntary first-pair guarantee covers your first NUMBNUTS bundle: one boxer and its two reusable cooling inserts. You have 60 calendar days from delivery to try it. If you are not happy for any reason, email us within that period with your order number and ask for your first-pair refund.

Normal wear and washing of the boxer in line with its care instructions are welcome. Use and care for the inserts as instructed. You do not need to return the boxer or its inserts for this guarantee, and you do not need a special reason, medical evidence or photographs of your body. We will refund the full price you actually paid for that bundle, after any discount, plus the applicable tax. If that bundle was the only item in your order, we will also refund any standard outbound delivery charge you paid. Any additional charge for an express upgrade is not included unless the law requires it.

The guarantee is limited to one first bundle and one first-pair claim per customer, not every item in a multi-bundle order or later repeat purchases. If you order more than one, try one bundle first and keep the others unworn and sealed. Refunds go to the original payment method, not mandatory store credit. This is a satisfaction promise about your purchase, not a promise of fertility, sperm-quality or other medical outcomes.

Other change-of-mind returns

For other goods outside the first-pair guarantee, tell us within 14 calendar days after delivery that you want to cancel, then send the goods back within the next 14 days. Please email us first for the return address and instructions. You pay the return postage for a change of mind or size preference on these other goods.

Keep these goods unworn and unwashed, with their original packaging and any hygiene seal intact. You may inspect them as you would in a shop. Where an item was supplied with a hygiene seal and is unsuitable for return for health or hygiene reasons, breaking that seal may remove the ordinary change-of-mind return right. This does not limit the first-pair guarantee above or your rights if goods are faulty, damaged, incorrect or not as described.

We refund the amount paid for eligible returned goods, including applicable tax. When you cancel the whole order, we also refund the standard outbound delivery charge, if paid; an express upgrade is not included unless required by law. For a partial return, any delivery refund follows your applicable legal rights. There is no restocking fee. Where the law permits, a refund for goods outside the first-pair guarantee may reflect a reduction in value caused by handling beyond what is reasonably necessary to inspect them.

Faulty, damaged or incorrect goods

Please contact us as soon as you notice a problem so we can help. The 14-day return window and 60-day first-pair period do not cut off your legal rights for faulty goods or goods that are not as described. We will provide the refund, repair or replacement you are entitled to and pay reasonable return costs where a return is required because the goods are faulty, damaged, incorrect or not as described.

When your refund arrives

For a pre-fulfilment cancellation or an eligible first-pair claim, we will issue the refund promptly and no later than 14 calendar days after your request and identification of the order. For an ordinary return, we will refund within 14 calendar days of receiving the goods back or, where your legal rights require, evidence that you have sent them back, whichever is earlier. Your bank or payment provider’s processing time can vary.

Your rights come first

This policy adds to, and does not exclude or restrict, your statutory rights. UK consumer rights for cancellation and faulty or misdescribed goods remain unaffected. US customers may also have rights that vary by state. If the law gives you a more favourable remedy or deadline, it applies.

Questions or a refund request? Email hello@numbnutsclub.com with your order number, or other proof of purchase if you cannot find it. We will help you locate the order.