Return, exchange, and refund policy

Last update: February 26, 2026

General principles

We accept returns and exchanges if they meet all the conditions of this return, exchange, and refund policy. You have thirty (30) days from the delivery date of your order to contact us to request a return or exchange.

To be eligible for a return or exchange, the item(s) must be accompanied by all original tags, sanitary protections and intact packaging. It must be returned with valid proof of purchase (order confirmation or invoice).

For hygienic and sanitary reasons, underwear must not have been worn, washed, or altered in any way.

TONQC reserves the right to inspect any returned item before approving a return, exchange, or refund.

If this is your first purchase of a boxers, TONQC offers you the First Pair Satisfaction Guarantee, which you can consult in the policy below.

First Pair Satisfaction Guarantee

At TONQC, we understand that comfort is personal and that it can be difficult to know if an undergarment will fit you perfectly before trying it on. That’s why we offer a satisfaction guarantee on your first pair purchased, subject to the conditions set out below.

The satisfaction guarantee applies only to the first pair of TONQC underwear purchased by a person, and only once per customer. The request must be made within thirty (30) days of the delivery date. As an exception to the general principles above, it allows you to request a refund even if the pair has been tried on, worn, or washed, provided that all the requirements in this section are met.

This warranty is intended to allow you to try the product with confidence, while ensuring reasonable and fair use of the offer.

Required information

In order to confirm that it is indeed your first eligible pair and to process your request, we may ask you to provide the following information:

your full name ;
the email address you used when placing your order ;
your phone number ;
the delivery address associated with the order ;
your order number, if applicable.

The information is used solely for validation, reimbursement processing, and fraud prevention purposes, in accordance with our privacy policy. TONQC reserves the right to determine, at its sole reasonable discretion, whether a claim qualifies as an eligible first purchase.

Limitation

The first pair satisfaction guarantee does not apply to subsequent purchases and cannot be combined with any other offer, promotion, or guarantee, unless otherwise specified. TONQC reserves the right to refuse the guarantee in the event of incomplete, inaccurate, or misleading information, or in the event of abuse.

TONQC reserves the right to modify or terminate this guarantee at any time, subject to orders already eligible at the time of the request.

Unless expressly stated otherwise in this section, the terms and conditions applicable to returns, exchanges, refunds, processing times, applicable fees, and any other related conditions are those set forth in TONQC’s Return, Exchange, and Refund Policy, as published below and in effect at the time of the request.

The first pair satisfaction guarantee does not create any separate regime, except for the specific conditions expressly provided for, which prevail only to the extent of this guarantee.

Product return

If your request meets the conditions, you can contact us to request a return. All return requests must be approved in advance by TONQC before the product is shipped.

Products returned without prior approval, or shipped before confirmation of such approval, will not be accepted and will not be eligible for refund, exchange, or credit. In such cases, the product may, at TONQC’s discretion, be returned to the sender at the sender’s expense or retained without any refund being made.

TONQC reserves the right to refuse any refund or exchange if a request is deemed abusive, repetitive, or fraudulent.

For addresses located in Canada

If your request is approved, TONQC will cover the cost of returning the product. You will receive a pre-labeled return box, along with instructions on how to return the pair to us at no cost to you.

For addresses outside Canada

Return shipping, delivery, customs, taxes, or other related costs are not covered by TONQC and remain entirely your responsibility.

Unless expressly stated otherwise by TONQC, the risks associated with the transport of returned products are assumed by the sender until they are received by TONQC. TONQC cannot be held responsible for returned packages that are lost, delayed, or damaged during transport, or for returns shipped without a tracking number or proof of shipment. It is strongly recommended that you use a traceable shipping service and keep all proof of shipment until confirmation of receipt of the return.

In all cases, the product must be returned according to the instructions provided so that the refund can be processed.

Reimbursement

Once the product has been returned and received by TONQC, it will be inspected to verify that it complies with the return conditions set out in this policy.

TONQC reserves the right to refuse any refund or exchange when the returned product does not meet the eligibility conditions set out in this return, exchange, and refund policy. In such cases, the product may, at TONQC’s discretion, be returned to the sender at the sender’s expense or retained without any refund or exchange being made.

Once the request has been approved and, if applicable, the product has been returned in accordance with the instructions, the refund will be made using the original payment method. The refund may include the price paid as well as the original shipping costs for orders shipped within Canada. Additional costs (customs, import taxes, international shipping) are non-refundable.

Refunds or exchanges will be processed within a reasonable time frame of at least ten (10) business days following receipt and validation of the return.

Final sales and special promotions

Items identified as final sale (“final sale,” “no returns,” or any equivalent wording) cannot be returned, exchanged, or refunded for any reason. This information is clearly stated on the product page or at the time of ordering. By completing your purchase, you acknowledge and agree to the final nature of the sale.

Items purchased as part of special promotions, clearance sales, limited-time offers, or event sales are considered final sales, unless otherwise stated.

Purchases from a crowdfunding campaign

By participating in a crowdfunding campaign, your contribution is intended to support the development and production of the product and may involve certain risks in accordance with the terms and conditions of the campaign.

Purchases made as part of a crowdfunding campaign, including campaigns conducted on third-party platforms or any offer similar to a pre-order, are subject to the specific terms and conditions applicable to that campaign, as presented at the time of contribution.

Unless expressly stated otherwise, TONQC’s return, exchange, and refund policies do not apply to purchases made through a crowdfunding campaign, particularly with regard to deadlines, refund terms, and applicable fees.

Questions et support

We are here to help you. If you have any questions, concerns, or would like assistance with your return, refund or exchange, please feel free to write to us at support@tonqcboxer.com.