At Bamboo Cool, we want you to shop with confidence. This policy explains how our First Pair Guarantee, cancellations, replacements, returns, and refunds work for purchases made directly through bamboocoolapparel.com.

1.First Pair Guarantee

30-Day First Pair Guarantee

We want you to feel confident trying Bamboo Cool. If your first experience doesn't meet your expectations, simply contact us within 30 days of delivery and we'll work with you to make it right.

Depending on your situation, we may offer a replacement in a different size, a different style, a gift card, or another appropriate resolution. 
Items approved under our First Pair Guarantee generally do not need to be returned.

This guarantee:
Applies to first-time customers only 
Is limited to one claim per customer 
Applies only to purchases made directly through bamboocoolapparel.com 
Excludes Final Sale, Clearance and bulk orders

The most appropriate resolution will be determined by our Customer Support Team based on the circumstances of each request. We may request additional information, such as photos or a description of the issue, before approving a claim.
Bamboo Cool reserves the right to decline claims that appear fraudulent, abusive, or inconsistent with the intent of this policy.

2.Exchanges

Eligibility: If you receive an incorrect item or a product with a quality issue, please contact us within 30 days of delivery.

Exchange Process
1.Email info@bamboocoolapparel.com with your order number and a brief description of the issue.
2.Our Customer Support Team will review your request and determine the most appropriate solution.
3.Depending on the circumstances, we may provide a replacement in a different size, a different style, a gift card, or another appropriate resolution.

Approved exchange requests generally do not require the product to be returned.

3. Order Cancellation

Cancellation Conditions

Orders may be cancelled at any time before they have been shipped. Once an order has been dispatched, please refer to the applicable sections of this policy for available after-sales support.

Cancellation Process

Log in to your account, go to My Orders, and select Cancel Order. If your order has been partially shipped, please contact our Customer Support Team to cancel any unshipped items. Once your cancellation is confirmed, your refund will be issued to the original payment method within 5–7 business days.

If you need assistance, please contact info@bamboocoolapparel.com.

4. Returns

Because our products are intimate apparel, approved return requests generally do not require customers to send products back.
Our Customer Support Team will review each request individually and determine the most appropriate resolution based on the nature of the issue and the applicable policy.

5. Replacement Shipping Costs

Customer Responsibility

If a replacement is requested due to personal preference, such as choosing a different size, style, or color, Bamboo Cool may charge a shipping fee for sending the replacement item unless otherwise approved by our Customer Support Team.

Bamboo Cool Responsibility

If a replacement is approved because of a product defect, quality issue, incorrect item, or shipping error, Bamboo Cool will cover the shipping cost of the replacement.

No Return Required

Products approved for replacement generally do not need to be returned unless specifically requested by our Customer Support Team.

6. Refunds

Refund requests are reviewed individually based on the nature of the issue and the applicable policy.

Depending on the circumstances, Bamboo Cool may offer a replacement, a gift card, a partial refund, a full refund, or another appropriate resolution.

Approved refunds will be issued to the original payment method within 5–7 business days. Processing times may vary depending on your payment provider.

7. Incorrect Shipping Address

Please ensure that you provide an accurate shipping address when placing your order. If a package cannot be delivered or is lost due to an incorrect address, we will assist you in contacting the logistics provider to resolve the issue but cannot be held responsible for any resulting losses. 
To correct an address, please contact us promptly at info@bamboocoolapparel.com.

8. Unauthorized Returns and Damaged Items

Requests submitted without prior approval from our Customer Support Team may not be eligible for a replacement, gift card, refund, or any other resolution.

If we determine that a claim is fraudulent, abusive, or inconsistent with this policy, Bamboo Cool reserves the right to deny the request.

Frequently Asked Questions

Can I wear my first pair?

Yes. Our First Pair Guarantee is designed to let you try Bamboo Cool with confidence.

Do I need to return the first pair?

In most approved cases, no. Products covered by our First Pair Guarantee generally do not need to be returned.

Will I automatically receive a refund?

No. Every request is reviewed individually. Depending on your situation, we may offer a replacement, a gift card, a partial refund, a full refund, or another appropriate resolution. Our goal is always to provide the solution that best fits your situation.