BALLBRA Returns
Returns Policy
Love your Ballbra, or your money back. If your first pair isn't right, you get a full refund within 30 days — and you don't need to post anything back.
Send your order number to support@ballbra.co. No long explanations needed.
A full refund to your original payment method — no questions asked, and no need to post the worn pair back. Keep it.
Post additional sealed pairs back with tracked postage at your cost. We refund them once they arrive.
30 Day Comfort Guarantee — your first pair
The guarantee covers comfort, fit, support — or the pair simply not being for you. It applies to your first opened and worn pair from an order, within 30 days of receiving it. Just email us your order number and we'll refund you in full to your original payment method.
You don't need to send anything back — the pair is yours to keep. We don't resell returned underwear for hygiene reasons, so there's nothing to post and no return cost on your first pair. See our 30 Day Comfort Guarantee for full details.
Additional pairs from the same order
Ordered more than one pair? Any additional pairs that are unopened and in their original packaging can be returned within 30 days for a full refund.
- Return postage on additional pairs is at your cost — we recommend a tracked service.
- We refund those pairs to your original payment method once they reach us.
- For hygiene reasons, additional pairs that have been opened or worn can't be accepted.
If you ordered multiple pairs, we recommend trying just one pair first and keeping the rest sealed until you're happy.
Faulty or incorrect items
If you receive a faulty, damaged or incorrect item, we'll make it right at no cost to you. Contact us within 30 days of receiving your order and we'll arrange a replacement or full refund. For faulty or incorrect items, we cover return shipping — we'll send a prepaid label or reimburse reasonable postage.
Please include a brief description of the fault and, if possible, a photo so we can sort it out as quickly as possible.
Items we cannot accept back
- Additional pairs that have been opened or worn (for hygiene reasons)
- Items not purchased directly from ballbra.co
- Claims made more than 30 days after delivery, unless faulty
- Items damaged through misuse or improper washing
Refund processing
Refunds are applied to your original payment method. First-pair guarantee refunds are processed promptly once you email us; refunds on returned additional pairs are processed within 3–5 business days of them reaching us. Depending on your bank, it may take a further 2–5 business days to appear in your account.
Original shipping costs are not refunded unless the return is due to a fault or error on our part.
Australian Consumer Law
Our returns policy is offered in addition to your rights under the Australian Consumer Law. If a product has a major fault, you are entitled to a replacement or refund. For a minor fault, we may repair or replace the item. These statutory rights apply regardless of our store policy and cannot be excluded.
Need to start a return?
Email us at support@ballbra.co with your order number and we'll take care of you from there.