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First Pair Guarantee

We want you to experience the comfort and performance SAXX has to offer. You can read all the reviews, but we know sometimes you need to try it before you buy it. SAXX provides a comfort guarantee on your first purchase of underwear only. If you are not satisfied with your product for any reason, we will make it right. After 30 days from purchase, this policy no longer applies. 

The First Pair Guarantee applies to your first single pair of underwear purchased directly from SAXX or a SAXX authorized retailer (with the exception of FINAL SALE product which cannot be returned or exchanged). Apparel with underwear-like liners and multi-packs of underwear are excluded. Proof of purchase is required.

All shipping costs, duties/import taxes and any other associated fees such as exchange and transaction fees on the original purchase, including fees incurred for returns, are non-refundable. Any products returned to SAXX outside of the 30 calendar days, or not covered by the First Pair Guarantee, will be forfeited to SAXX and disposed of by our team without refund or exchange.  

Unless prohibited by applicable law, the First Pair Guarantee does not apply to products purchased from unauthorized sellers, including unauthorized websites. We cannot attest that the products sold by these sellers are authentic because we cannot control the quality of products when they are sold by sellers that have no relationship with us. 

If the contents of an order that you received does not match the items that you ordered, or if your order is incomplete, please contact our customer service team within 48 hours of receipt on 1-844-877-7299 (English & French language services available) or email info@saxxunderwear.com

 

If you wish to activate the First Pair Guarantee, we require that you contact us before sending anything back. Please e-mail info@saxxunderwear.com with the following details

Part 1: your contact information:  

  1. Your full name 

  2. Your order number 

  3. Phone number 

  4. Email address 

Part 2: help us identify where you purchased your product: 

  1. If you bought this from the SAXX website, please provide your order ID 

  2. If you bought this from SAXX Amazon, please provide your Amazon order ID (please note SAXX is the only authorized seller of SAXX products on Amazon) 

  3. If you bought this from a retailer, please provide the store name and address 

  4. If you bought this from another website, please provide the website name and web address 

Part 3: product details: 

  1. Purchase date 

  2. Products purchased (please provide codes or style and color and size description 

  3. Briefly describe why you are unsatisfied with the product? 

  4. Are you interested in exchanging the item or receiving a refund? 

  5. Was the product damaged when you received it? 

Part 4: product details: 

  1. Please attach a screenshot of your order confirmation that specifies the seller as SAXX (must be attached in JPEG format) 

  2. For retail returns, please send us a photo of the item you wish to refund/exchange (photo must be in JPEG format) 

 

For USA (non-APO military addresses) and Canada orders: You may be required to return your order to a SAXX handling center in order to receive credit. If you are asked to return products to a SAXX handling center, a SAXX agent will email you an electronic return shipping label in PDF format from an authorized carrier. You are responsible for printing the electronic return shipping label provided to you via email and affixing it to the parcel prior to shipping. Only electronic return shipping labels will be provided to you. Please note that the return labels provided are valid for 7 days and must be used within that timeframe. The package must be delivered by you to the carrier advised to you by SAXX customer service agent. SAXX is unable to provide pre-paid return shipping labels for USA APO military addresses (please refer to the instructions for International orders below). SAXX will only assume the delivery charges and the risks of loss and damage when the return shipping label provided by SAXX is applied. If you return product to SAXX via any method other than using the SAXX-issued return shipping label, you shall assume the delivery charges and the legal risks for products returned.  

 

For international orders (including USA APO military addresses): You are responsible for return shipping fees. All returns should be sent via a traceable postal carrier. SAXX will not accept responsibility for packages that are not received if sent via a non-traceable carrier. A SAXX agent will provide you with the return address, which is in Canada, and a return authorization number. It is important that the return authorization number is clearly marked on the outside of the package to avoid processing delays.

 

Once we have received and validated returned items, we will confirm it to you by email. For all returns, the following requirements must be met: 

  1. Original tags and packaging to be attached. 

  2. Where possible, please use the original delivery packaging or ensure the items are packed securely. 

  3. The return reference number must be clearly visible on the outside of the packaging. 

 

If your return is accepted and your purchase was made on the website, any amount debited from your original method of payment with regard to the product will be credited. All shipping costs, duties/import taxes and any other associate fees such as exchange and transaction fees, on the original purchase, including fees incurred for returns, are not refundable. 

Please allow at least 10 business days from when the goods are received at the SAXX handling center for refunds to be processed. If you have made a purchase through a combination of a gift card and using a method of payment, refunds will first be applied to the gift card before being applied to the additional method of payment. 

Any discrepancies on the receipt will result in additional contact from a SAXX agent and create delays in processing the refund. SAXX reserves the right to reject a return and decline to refund, subject to applicable law, under the following circumstances: 

  1. That the items received were not in their original condition/packaging. 

  2. That the items received were received without proper or secure transportation packaging. 

  3. That you returned products that you were not entitled to return. 

  4. That items were missing from the return. 

  5. That you did not follow the return instructions. 

  6. That you otherwise failed to exercise reasonable care when returning items. 

 

If you have any questions, please contact us on 1-844-877-7299 or email info@saxxunderwear.com to discuss this with an agent.