TOMSCOUT Returns & Exchanges

We’re here to support your gender-affirming journey — here’s how we handle returns and exchanges with care.

Our gender-affirming return policy prioritizes hygiene, fairness, and respect — designed for the LGBTQ+ community.

• 🔁 Exchanges: Within 14 days | Equal/higher value only
• ↩️ Returns: Within 14 days | Must be unworn & unwashed
• 🚫 Boxer Brief: Not eligible for hygiene reasons
• 💸 Fees: SGD 8 or 10% (whichever is higher)
• 📦 Shipping: Use tracked shipping for all returns

🔁 Exchange Policy

We’re happy to offer exchanges within 14 days of receiving your order, as long as your item meets the following conditions.

• ✅ How to Request an Exchange:
  Contact our support team within 14 days of delivery to initiate your exchange request. Once approved, ship the item back using a trackable method with a valid tracking number.
  
  Exchange items must be of equal or higher value than the original. If the replacement costs more, we’ll send a secure payment link to cover the difference.
• ⏳ Time Window:
  Exchange requests must be made within 14 calendar days of item receipt. We strongly recommend mailing the return promptly to avoid processing delays.
• 🚫 Sizing & Product Exceptions:
  Items must be in original condition: unworn, unwashed, unaltered, and unused, with all original tags and packaging.
  
  For hygiene reasons, boxer brief is not eligible for exchange.
  Items purchased on clearance or markdown are not exchangeable.
• 💸 Shipping Costs:
  Customers are responsible for all shipping costs related to the exchange, including return postage, import duties, and taxes. For your safety, always use trackable shipping.
• 🛠 Production Defects or Incorrect Items:
  If your item arrives defective or incorrect, TOMSCOUT will:
  – Cover the full cost of the replacement item
  – Cover return shipping
  – Reship the correct item at no cost to you
  
  Defects must be reported within 7 days of delivery. Items damaged by misuse or improper care are not eligible for exchange.
• 🔁 Limitations:
  Each item is eligible for one exchange only.
  We only accept exchanges for items purchased directly from www.tomscout.com.
• 🕵️ After We Receive Your Return:
  Once your returned item arrives, we’ll inspect it and confirm eligibility within 3–5 business days. If approved, your replacement will ship shortly after.

↩️ Return Policy

If you change your mind or need to return a product, we’re here to help — with some important guidelines in place to ensure fairness and safety.

• ✅ What’s Eligible for Return:
  Requests must be made within 14 calendar days of delivery.
  
  Items must be in original, sellable condition — unaltered, unworn, unwashed, unused, and with all original tags and packaging.
  
  Items marked as “final sale” or purchased during markdowns are not returnable.
  For hygiene reasons, boxer brief is strictly non-returnable.
• ⏳ Return Process:
  Contact our support team within 14 days of delivery to request return authorization.
  
  Once approved, send the item back using a tracked shipping method with a valid tracking number.
  Returned items must be received within the authorized time window.
• 💸 Return Shipping & Service Fee:
  Customers are responsible for all return shipping costs, including duties or import taxes.
  
  If the return is not due to a TOMSCOUT error, a Return Processing Fee applies:
  SGD 8 or 10% of the order value — whichever is higher.
  This fee will be deducted from your refund during processing.
  
  ⚠️ No fee will apply if the return is due to a TOMSCOUT mistake or product defect.
• 💰 Partial Refunds for Non-Original Condition:
  If a returned item is not in original condition, a partial refund may be issued based on assessed value.
  
  Items deemed ineligible for refund may be returned back to you.
• 🕵️ Refund Processing Time:
  Once your return arrives, our team will inspect it within 3–5 business days.
  If approved, your refund will be issued to your original payment method.
• 🌐 Purchase Location:
  Returns are only accepted for items purchased directly from www.tomscout.com.
  We cannot process returns for orders made through third-party retailers or platforms.

🔄 How to Return or Exchange — In 3 Simple Steps

TOMSCOUT may decline returns or exchanges if items do not meet the stated conditions — including original packaging, unused condition, or timing. We’ll always communicate clearly and fairly to ensure the process is respectful for everyone.