Refund policy

International Return & Right of Withdrawal Policy

Last Updated: June 2026

Operated by: Project Claude (ABN 82 612 486 396)

At Project Claude, we hold our products to the highest standards of design and hygiene. Because of the intimate nature of our apparel, our returns and cancellation options vary depending on the product type and your geographic location.

1. The Strict Hygiene Policy (All Global Customers)

Due to health protection and strict public safety standards, intimate items—including underwear, thongs, swim briefs, jockstraps, and wrestling singlets—are delivered with an intact protective Crotch Hygiene Seal/Sticker.

  • You have the legal right to inspect your items and check sizing by holding them up or trying them on over your own clean underwear.

  • ⚠️ IMPORTANT: If the protective crotch hygiene seal/sticker is removed, broken, torn, or tampered with after delivery, the item is legally classified as unsealed and unhygienic for resale. Your right to return, exchange, or withdraw from the contract for that item is completely forfeited. No exceptions can be made.

2. European Union (EU) & United Kingdom (UK) Right of Withdrawal

If you are a consumer residing within the European Union or the United Kingdom, you have a statutory right under distance selling laws to withdraw from this contract within 14 days of receiving your package without giving any reason.

  • How to Exercise This Right: You can instantly initiate a frictionless withdrawal by clicking the "Withdraw from contract here" link in our website footer menu (powered by Revoq). You do not need to log in to an account to request this.

  • The Hygiene Exception (EU Directive Article 16(e)): As noted in Section 1, your statutory right of withdrawal does not apply to intimate goods if their protective hygiene seal has been unsealed, removed, or broken after delivery.

  • Effects of Withdrawal: Once you submit a withdrawal, you must mail the items back to us within 14 days at your own expense. We will issue a full refund (including standard outgoing shipping costs) within 14 days of receiving the items back at our facility, provided the hygiene seals are perfectly intact.

3. Australian Consumer Law (ACL) Policy

For customers purchasing from Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

  • Change of Mind: Please choose carefully. We are not legally required to, and do not offer, refunds or returns for a "change of mind" on intimate garments (underwear, thongs, swimwear, singlets).

  • Exchanges & Store Credits: For non-intimate items (activewear, shorts, and harnesses), we will gladly issue an exchange or store credit if you notify us within 14 days of delivery. The item must be returned to us completely unworn, unwashed, and in its original, undamaged packaging at your own expense.

  • Consumer Guarantees: If a product exhibits a major failure (e.g., arrives completely torn, structurally defective, or significantly mismatched from its description), you are legally entitled to your choice of a replacement or a full refund.

4. United States & International Orders (Rest of World)

For all orders placed outside of Australia, the EU, or the UK:

  • All sales of intimate items (underwear, swimwear, thongs, singlets) are final unless an error was made on our part.

  • Non-intimate apparel (harnesses, activewear, shorts) may be exchanged for a different size or store credit within 14 days of delivery. The customer is responsible for all international return shipping fees and any customs duties incurred.

5. Fulfillment Errors or Defective Items (Global)

We take immediate responsibility for fulfillment mistakes or manufacturer defects (e.g., incorrect size sent, wrong style, wrong quantity, or broken components).

If there is an issue with your order, please email service@projectclaude.com within 10 days of delivery. To ensure a quick resolution, please include:

  1. Your Order Number

  2. Clear photos of the defective item(s)

  3. A photo of the included packing slip

Approved claims for defective items will be issued a free replacement or full refund, and Project Claude will cover any necessary return shipping labels.

6. Return Shipping Protocol

Except in the case of confirmed fulfillment errors or defective items, the customer is responsible for paying all return shipping costs.

We highly recommend using a tracked shipping service and retaining your shipping receipt. Project Claude cannot issue a refund, exchange, or credit for packages that are lost or damaged in transit back to our facility without valid tracking verification.