Returns & Exchanges
At SNTCHX, we take hygiene and product quality seriously. All products are strictly inspected before shipment. Please read our policy carefully before making a purchase.
1. Order Cancellation
Order Processing Time: Orders are typically processed within approximately 5 days after payment confirmation.
Cancellation Window: You may cancel your order at any time before it is shipped. Once the order has been shipped, cancellation is no longer possible.
To request a cancellation, please contact us immediately at: support@sntchx.com
2. Return Timeframe & Eligibility
Due to the nature of underwear and intimate apparel, we enforce a strict return policy to ensure the health and safety of all customers.
Return Window: You may request a return within 30 days of the delivery date (based on tracking confirmation).
Mandatory Conditions for Return:
- The item(s) must be unused, unwashed, unworn, and odor-free.
- All original packaging, hygiene liners, and tags must be intact and attached.
- For hygiene reasons, we cannot accept returns of underwear or swimwear if the hygiene seal has been broken or the item shows any signs of being tried on without undergarments.
*Items that do not meet these conditions will be rejected and sent back to the customer at their own expense.
Non-returnable items:
- Intimate apparel, underwear, and bodysuits (hygiene protection).
- Customized or handmade products.
- Clearance items, gift cards, or store credit purchases.
- Products with stains, perfume odors, deformities, or damaged packaging.
3. How to Request a Return & Get Return Address
All return requests must be submitted via email to: support@sntchx.com
Step 1 – Request Approval:
Please send your return request to support@sntchx.com with your order number, product name, reason for return, and clear photos (if any quality issues). We will review your request and respond as soon as possible. Thank you for your patience.
Step 2 – Receive Return Address:
We do not publicly display a return address. If your return request is approved, we will provide the nearest return warehouse address directly via email.
Important: Do not send any returns before receiving approval and the return address. Unauthorized returns will not be processed or refunded.
4. Refunds (Including Quality Issues)
For quality issues (e.g., loose seams, broken elastic, defective fastenings): We sincerely apologize. We will issue a full refund and you do not need to return the item. Please provide photos/videos as proof.
For non-quality related returns: After we receive and inspect the approved returned item(s), we will notify you of approval or rejection within 5 business days. If approved, the refund will be processed to your original payment method.
Refund processing time (after approval):
- PayPal: 5–7 business days
- Credit card: 5–7 business days
Late or missing refunds:
First, check your bank or PayPal account again.
Contact your credit card company or bank (processing delays may occur).
If you have done both and still have not received the refund, contact us at support@sntchx.com.
5. Contact Us
For all cancellation, return, or refund inquiries:
Email: support@sntchx.com
Please include your order number in all correspondence.
