Refund policy

Order Cancellations and Refunds

1. Cancellations before dispatch

You can cancel or change an order at any time before it has been dispatched. Once an order has been processed for shipping, it will be delivered as per the order details, though you retain the separate 14-day right of withdrawal described in Section 2. Please review your order carefully before submitting it.

2. Right of Withdrawal (all customers)

You have the right to withdraw from your purchase within 14 days without giving any reason, wherever in the world you are ordering from. This is a contractual right we extend to every customer. If you are a consumer in the European Union or European Economic Area, it is also a statutory right under EU Directive 2011/83/EU as amended.

Withdrawal period. The period is 14 days from the day on which you, or a third party other than the carrier indicated by you, take physical possession of the goods. Where your order is delivered in several parts, the period runs from possession of the last item. You may also withdraw at any time between placing your order and delivery.

How to withdraw. To exercise your right, you must inform us of your decision by a clear statement. You can:

You only need to send your communication before the 14-day period expires. We will send you confirmation of receipt of your withdrawal on a durable medium (by email) without undue delay.

Returning the goods. You must send the goods back, or hand them over to us, without undue delay and in any event within 14 days of the day you notify us of your withdrawal. The deadline is met if you dispatch the goods before that period ends. You will bear the direct cost of returning the goods.

Refunds. We will reimburse all payments received from you, including the cost of standard outbound delivery (but not any extra cost arising from your choice of a delivery type other than the cheapest standard option we offer), without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. We will use the same means of payment you used for the original transaction, and you will not incur any fees for the reimbursement. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earliest.

Reduced value. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

3. Hygiene exemption for sealed goods

Underwear and other intimate garments are supplied sealed for health and hygiene reasons. Under Article 16 of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to sealed goods that are not suitable for return on hygiene grounds if they are unsealed after delivery.

This means:

  • Items returned with the hygiene seal intact and unopened are fully eligible for withdrawal within the 14-day period.
  • Once the hygiene seal is broken or removed, the right of withdrawal is lost for that individual item.

We inform you of this exemption before you complete your purchase, and it is restated here and on our product pages.

4. Faulty, damaged or incorrect items (separate from withdrawal)

Independently of the right of withdrawal, you are entitled to any legal guarantee of conformity that applies in your country. If an item is defective, damaged, or not what you ordered, please contact us at hello@tbo.clothing with your order number, a description of the issue, and clear photographs. Your statutory rights, which in the EU and EEA include a legal guarantee of up to two years, are not affected by this policy or by the hygiene exemption above.

5. Refund method

Refunds are issued to the original payment method used at checkout. The time it takes for a refund to appear depends on your financial institution.

6. Communication and updates

We aim to respond to all withdrawal, return, or refund requests within 2 business days, and to keep you informed throughout the process.

7. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract. You can also use the withdrawal form at https://tbo.clothing/apps/withdrawal or sign in at https://account.tbo.clothing/.)

To ComOn Enterprise GmbH (trading as TBô), Asylstrasse 82, 8032 Zürich, Switzerland, hello@tbo.clothing:

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on / received on: _______________ Order number: _______________ Name of consumer(s): _______________ Address of consumer(s): _______________ Date: _______________ Signature of consumer(s) (only if this form is notified on paper): _______________