RETURN, REFUND & CANCELLATION POLICY

Effective Date: 25 August 2026  ·  Last Updated: 25 August 2026

1. DEFINITIONS

1.1 "Leyna", "we", "us" and "our" refer to our company.

1.2 "Customer", "you" and "your" refer to the person who placed the order.

1.3 "Order" means a single purchase confirmed by an order confirmation email.

1.4"Delivery Date" means the date on which the carrier records the order as delivered to the address supplied at checkout.

1.5 "Hygienic Liner" means the protective adhesive strip applied to the gusset of each garment at the point of manufacture.

1.6 "Business Day" means Monday to Friday, excluding public holidays in the United States.

2. SCOPE

2.1 This policy governs returns, refunds, exchanges and order cancellations.

2.2 Leyna sells garments on a one-time purchase basis only. We do not operate subscriptions, auto-renewals, free trials, membership programmes or recurring billing of any kind. No clause in this policy relates to recurring charges, because none exist.

2.3 Nothing in this policy limits the statutory rights available to you under the consumer law of your country of residence.

3. RETURN WINDOW

3.1 You may request a return within thirty (30) calendar days of the Delivery Date.

3.2 A return request is considered submitted on the date your email is received by hello@getleyna.com, not on the date the parcel is posted.

3.3 Requests received after the thirty (30) day window may be considered at our discretion but are not guaranteed.

4. ELIGIBILITY CONDITIONS

4.1 Because Leyna products are undergarments worn in direct contact with the skin, returns are accepted only where all of the following conditions are met:

• the item has never been worn
• the item has never been washed, soaked or laundered
• the Hygienic Liner is intact and in its original position
• all tags remain attached
• the item is returned in its original packaging.

4.2 Trying a garment on over your own underwear, briefly and without removing the Hygienic Liner, does not disqualify a return. We expect you to check the fit.

4.3 Items that have been worn, washed, altered, or whose Hygienic Liner has been removed or displaced cannot be accepted. This restriction exists for the protection of every customer and is standard practice for intimate apparel.

4.4 Items showing perfume, deodorant, fake tan, make-up or body lotion transfer cannot be accepted.

5. ITEMS NOT ELIGIBLE FOR RETURN

5.1 Items received as a free gift within a promotional bundle, unless the entire bundle is returned.

5.2 Items purchased from a third-party reseller. We can only process returns for orders placed directly on getleyna.com.

5.3 Items reported after the thirty (30) day window, except where a statutory right provides otherwise.

6. HOW TO REQUEST A RETURN

6.1 Email hello@getleyna.com with:

• your order number
• the item or items you wish to return
• the reason for the return.

6.2 We will reply, normally on the same Business Day, with return instructions and a prepaid return label.

6.3 Do not send any item back before receiving return instructions. Parcels returned without a prior request cannot be matched to an order and cannot be refunded.

6.4 Return requests submitted through social media, live chat, third-party platforms, payment providers or a bank dispute are not valid return requests under this policy. Only email to hello@getleyna.com initiates a return.

7. RETURN SHIPPING

7.1 Return shipping is paid by Leyna. We issue a prepaid return label by email once your return is approved.

7.2 Where an item arrives damaged, defective or incorrect, we cover all shipping costs in both directions.

7.3 Returns sent by a method other than the prepaid label we provide are at your own cost and risk, and we cannot refund an item that does not reach us.

8. INSPECTION AND APPROVAL

8.1 All returns are inspected on arrival against the conditions in section 4.

8.2 Inspection is normally completed within three (3) Business Days of receipt.

8.3 Where a returned item does not meet the conditions in section 4, we will contact you, explain why, and offer to return the item to you at no cost. Items declined for hygiene reasons cannot be refunded.

9. REFUNDS

9.1 Approved refunds are issued to the original payment method. We cannot refund to a different card, account or person.

9.2 Refunds are issued within five (5) Business Days of the completed inspection.

9.3 Once issued, the funds may take a further three (3) to ten (10) Business Days to appear on your statement, depending on your bank or card issuer. This period is controlled by your bank and not by us.

9.4 Where an order qualified for a promotional price on the basis of quantity and a partial return would bring the order below that quantity threshold, the refund is calculated at the standard unit price of the items retained.

9.5 Shipping charges paid at checkout are refunded only where the entire order is returned.

10. EXCHANGES

10.1 We do not process direct exchanges.

10.2 Where you need a different size or colour, return the item for a refund and place a new order. A new order ships immediately, whereas an exchange would wait for the returned parcel to arrive and be inspected.

11. SIZING ASSISTANCE

11.1 Before requesting a return for fit, we invite you to email hello@getleyna.com with your height, your weight, whether you would describe your build as slim, average or fuller, and the underwear size you normally wear.

11.2 We will tell you which size to take. In our experience the majority of fit questions are resolved in a single email, without a return.

12. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

12.1 Where an item arrives damaged, defective or is not the item you ordered, contact hello@getleyna.com within seven (7) calendar days of the Delivery Date.

12.2 Please include:

• your order number
• a clear photograph of the item showing the issue
• a photograph of the shipping label
• a photograph of the outer packaging, where still available.

12.3 Once reviewed and approved, we will send a replacement at no charge or issue a full refund, at your choice, subject to stock availability.

12.4 In most cases we do not ask you to return a damaged or incorrect item.

13. NON-DELIVERY AND LOST PARCELS

13.1 Delivery takes five (5) to ten (10) Business Days from dispatch.

13.2 Tracking information can take twenty-four (24) to seventy-two (72) hours to display its first update. A tracking number that has not yet moved does not indicate that a parcel has not been dispatched.

13.3 Where an order has not arrived fifteen (15) Business Days after dispatch, contact hello@getleyna.com. We will open an enquiry with the carrier and either replace the order or refund it in full.

13.4 Where tracking records an order as delivered but you have not received it, please check with other members of your household and with immediate neighbours, then contact us within seven (7) calendar days of the recorded delivery so that we can open a carrier investigation.

14. ORDER CANCELLATION

14.1 An order may be cancelled at no cost at any time before tracking information has been issued.

14.2 Once tracking information has been issued, the order is in fulfilment or in transit and cannot be cancelled. It may still be returned under this policy once delivered.

14.3 Cancellation requests must be sent in writing to hello@getleyna.com. Requests made through social media, live chat, a payment provider or a bank dispute are not valid cancellation requests.

14.4 Cancellation is confirmed by email. Until you receive that confirmation, the order remains active.

15. REFUSED AND UNDELIVERABLE PARCELS

15.1 Where a parcel is returned to us because the address supplied was incomplete or incorrect, we will contact you to arrange a reshipment. A further shipping charge may apply.

15.2 Where a parcel is refused on delivery without a prior return request, we will treat its arrival at our facility as a return under section 4 and inspect it accordingly.

16. DISPUTES AND CHARGEBACKS

16.1 If you are unhappy with an order for any reason, contact hello@getleyna.com before contacting your bank or card issuer. We answer every email ourselves and the large majority of issues are resolved within one Business Day.

16.2 A direct refund is faster for you than a bank dispute. A refund issued by us reaches your account in days; a dispute resolved by a card issuer commonly takes several weeks.

16.3 Where a dispute is opened, we are required to respond through the card network and can no longer refund the order directly, as this would result in a duplicate credit. The outcome is then determined by your card issuer and not by us.

16.4 We keep records of order confirmations, correspondence, dispatch and carrier tracking for every order, and we provide them in full when a dispute is reviewed.

17. FRAUD PREVENTION

17.1 We reserve the right to decline a return or refund where we identify a pattern of returns inconsistent with ordinary consumer use.

17.2 We reserve the right to cancel and refund in full any order we reasonably believe to be fraudulent.

18. CHANGES TO THIS POLICY

18.1 We may update this policy. The version published on this page on the date your order is placed is the version that applies to that order.

18.2 The Effective Date and Last Updated date at the top of this page indicate the current version.

19. CONTACT

For any question relating to returns, refunds, cancellations, damaged or incorrect items, non-delivery or disputes:

hello@getleyna.com

We answer every email ourselves, normally on the same Business Day, Monday to Friday.