Refund policy

This Return & Refund Policy governs all orders placed through our official Shopify website https://tommyjohn.shop, covering our full product lineup including boxer briefs, undershirts, casual pants, thongs, lounge shorts, matching top-and-short loungewear sets, everyday T-shirts, seamless intimate apparel, sleep and loungewear for men and women. All customer support communications regarding returns, refunds, exchanges, and defective merchandise shall be directed to our official support email: info@tommyjohn.shop. This policy complies with standard Shopify store regulatory requirements and clearly defines eligibility, timelines, item conditions, shipping liabilities, refund processing, exceptions, and dispute resolution rules for all shoppers.

1. Return Eligibility Window

Customers may submit a return or exchange request within 30 calendar days counted from the official delivery date of your order, confirmed via the carrier’s delivery tracking record. Any return request submitted after the 30-day window will be automatically rejected and ineligible for full refund, partial refund, store credit, or product exchange. Orders marked Final Sale at checkout, clearance promotional items, and discounted limited-edition intimate wear are excluded from this 30-day return window and cannot be returned for any non-defect related reasons.

2. Mandatory Item Condition Standards for Accepted Returns

All merchandise submitted for return must satisfy every requirement listed below to pass our warehouse inspection process:
  1. All items remain completely unworn, unwashed, unaltered, free of stains, body oils, hair, odors, scratches, snags, or any visible signs of wear or use.
  2. Original brand hang tags, fabric labels, hygiene protective seals, and factory packaging must remain fully intact and attached to each product.
  3. The full original product packaging, including polybags, retail boxes, and accessory inserts, must be returned alongside all purchased items.
  4. Valid proof of purchase (original order confirmation email, Shopify order number, or checkout receipt) must be provided when submitting your return request.
  5. For intimate hygiene products including boxer briefs, thongs, seamless panties, and brief underwear: If the factory hygiene seal has been broken, peeled, or removed for any reason, the item will be deemed non-returnable for health and sanitation compliance, per global apparel retail hygiene standards.

3. Non-Returnable & Non-Refundable Product Categories

The following goods are permanently excluded from standard return, refund, and exchange privileges for hygiene, inventory, and operational reasons:
  • All intimate undergarments (boxer briefs, thongs, women’s seamless briefs) with broken or removed hygiene seals
  • Any item marked Final Sale, clearance, flash discount, or limited promotional batch at checkout
  • Custom-sized, personalized, or custom-printed apparel (we do not offer custom printing at this store; this clause applies to any future personalized product launches)
  • Gift cards, digital discount codes, and virtual promotional vouchers
  • Items damaged by improper customer washing, ironing, cutting, modification, or improper storage
  • Products returned without original packaging, missing tags, or showing clear signs of wear
  • International orders where customs duties, import taxes, and cross-border shipping fees apply (all cross-border surcharges are non-refundable regardless of return outcome)

4. Process to Submit a Return or Exchange Request

Step 1: Send a formal return request email to info@tommyjohn.shop with the subject line formatted as “Return Request – Order [Your Full Order Number]”. Include your full legal name, order number, delivery date, full list of items you wish to return, and your preferred resolution option (full refund, size exchange, or store credit).

Step 2: Attach clear digital photos of all items you intend to return, verifying intact tags, unbroken hygiene seals, and unused condition for our preliminary review. If your return request is approved, our support team will reply within 24 business hours with a pre-generated return shipping label and detailed warehouse return shipping address.

Step 3: Securely package all eligible items with original packaging and tags, affix the provided return label to the outside of your shipping parcel, and drop off the package with the designated carrier specified in our reply email.

Step 4: Track your returned shipment using the tracking number linked to your return label. Our warehouse inspection team will process your returned goods within 5–7 business days after physical delivery to our return facility.

5. Shipping Cost Responsibility for Returns & Exchanges

  1. Standard Customer-Initiated Returns (fit dissatisfaction, style dislike, wrong size ordering, buyer’s remorse): The customer bears all outbound and return shipping fees. No complimentary return shipping labels are provided for voluntary non-defect returns, and original order delivery charges will not be refunded upon successful return inspection.
  2. Product Exchange Requests (swap for alternate size/color of the identical product): We cover one-way outbound shipping for your replacement item, while the customer is responsible for all shipping costs to send back the original unwanted merchandise.
  3. Defective, Damaged, or Mis-Shipped Items (our warehouse error, factory fabric defects, stitching flaws, wrong item sent): We provide fully prepaid return shipping labels at zero cost to the customer. All original shipping fees paid on your initial order will be fully reimbursed once inspection confirms manufacturing or fulfillment error.
  4. Lost or Damaged Return Shipments: Tommy John accepts no liability for lost, stolen, or carrier-damaged return parcels once the customer transfers custody of the package to the shipping carrier. Customers are advised to retain return tracking numbers for dispute resolution with the delivery provider.

6. Refund Issuance Rules & Timelines

  1. Full Cash Refund: If you select a monetary refund resolution, funds will be processed to your original payment method (credit card, debit card, PayPal, Shopify Payments wallet) within 3–10 business days after our warehouse completes successful inspection of your returned items. Processing delays from banking institutions are outside our control and not eligible for compensation from Tommy John.
  2. Store Credit Refund: Store credit codes are issued within 2 business days post-inspection and have a 12-month validity window for all regular-priced merchandise on https://tommyjohn.shop; store credit cannot be converted back to cash or refunded to payment methods.
  3. Partial Refunds: If returned items arrive damaged, stained, missing packaging, or with broken hygiene seals, we reserve the right to issue a partial refund proportional to the item’s resale value or reject the return entirely with written notification sent to info@tommyjohn.shop customer email.
  4. Deduction of Restocking Fee: A flat 15% restocking fee will be subtracted from all voluntary non-defect return refunds to cover warehouse processing, inspection, and inventory restocking labor costs. This restocking fee is waived exclusively for verified defective, damaged, or mis-shipped orders originating from our fulfillment center error.

7. Defective & Damaged Item Special Policy

If you receive merchandise with factory defects, torn stitching, fabric flaws, incorrect sizing labels, or shipping transit damage, you must contact info@tommyjohn.shop within 7 calendar days of delivery. Include your order number and high-resolution photos showing all visible damage or manufacturing defects in your initial email submission. Our support team will review your claim within one business day and offer three resolution options at no extra customer cost:
  • Prepaid return label for full monetary refund including original delivery charges
  • Complimentary size/color replacement item with free outbound shipping
  • Equal-value store credit issued instantly without mandatory product return

    Defective intimate underwear items with broken hygiene seals due to factory damage are exempt from standard hygiene non-return rules and will be fully processed under this defective merchandise clause.

8. Order Cancellation Policy (Before Shipment)

Unfulfilled, unshipped orders may be fully canceled free of restocking fees at any time prior to warehouse dispatch. Submit a cancellation request to info@tommyjohn.shop with your order number, and we will halt fulfillment and issue an immediate full refund to your original payment channel within 48 hours. Once an order has been marked “shipped” in our Shopify system, standard 30-day return policy rules apply and cancellation is no longer available.

9. International Order Return Limitations

All cross-border international orders qualify for the same 30-day return eligibility window, however the following non-refundable charges apply: import customs duties, border clearance taxes, international carrier brokerage fees, and cross-border shipping surcharges paid at checkout. Customers are fully responsible for all return shipping costs back to our domestic warehouse, and we do not reimburse any international customs or tax fees under any return or refund circumstance.

10. Policy Amendments & Dispute Resolution

Tommy John reserves the right to update, modify, or revise this Return & Refund Policy at any time without prior individual customer notification. All policy changes take effect immediately upon publishing on https://tommyjohn.shop’s policy page, and only apply to orders placed after the updated policy publish date. Any unresolved return or refund disputes must be submitted in writing to info@tommyjohn.shop for formal internal mediation; all disputes will be resolved in accordance with applicable e-commerce consumer laws and Shopify merchant platform terms of service.

Official Contact Reference

Brand Website: https://tommyjohn.shop

Customer Support Email for All Return & Refund Inquiries: info@tommyjohn.shop