At Mentract, customer satisfaction is our priority. We want your shopping experience to be smooth and stress-free including returns and cancellations. Please read the policy below for all details.

30-Day Return Policy

We offer a 30-day return window starting from the day your order is delivered.

Due to hygiene regulations for undergarments, returns must meet all of the following conditions:

The product must be unworn, unwashed, and unused
The item must be returned in its original packaging
The hygiene seal must be intact
A Return Authorization (RA) number is required (you must request this before sending the item back)

Returns without an RA number cannot be accepted.

How to Initiate a Return

To begin the return process:

Email our support team at info@mentract.com to request your RA number and the correct return address
Write the RA number clearly on the outside of your package
Ship the item back to the provided address

Once we receive your returned item, please allow up to 10 business days for processing.

You will receive an email confirmation once your return is completed.

Non-Returnable Items

To protect customer hygiene and safety, the following items cannot be returned:

Worn or washed underwear
Items without their hygiene seal
Items purchased from unauthorized sellers
Gifts or promotional items

If your purchase was made through an official Mentract retail partner, please follow their individual return policy.

Right to Withdraw (EU Customers)

Customers have the legal right to withdraw from their purchase within 14 days of receiving their order.

To request a withdrawal, email info@mentract.com with:

Your order number
Product details
Reason for withdrawal

Conditions:

Return shipping costs are the responsibility of the customer
Products must be unopened, unused, and in original packaging
Worn or opened underwear cannot be accepted

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at info@mentract.com with:

A description of the issue
Photos of the product and packaging

We will resolve the issue promptly by sending a replacement or providing an appropriate solution.

Refunds

Refunds are issued only after the item has been received and inspected.

Processing time: Up to 10 business days after approval
Refund method: Original payment method
Shipping fees: Non-refundable unless the return is due to an error on our part

A £7.95 restocking fee applies to both cancellations and returns (except for damaged/incorrect items).

Cancellations

Orders can be cancelled within 24 hours if they have not yet been processed or shipped.

To request a cancellation:

Email info@mentract.com with your order number and cancellation request.

If the cancellation is accepted, we will issue a full refund in accordance with our refund policy.

Incorrect Shipping Address

Please check your shipping details carefully before completing your order.

Mentract is not responsible for orders shipped to an incorrect address provided by the customer.

If you notice an error, contact us immediately at info@mentract.com.

Address changes may not be possible once an order has shipped.

Contact Us

We are here to assist you with any questions:

Email: info@mentract.com

Store Name: Mentract

Address: Zuiderziekenhuisstraat 5, 3075RV Rotterdam, Netherlands

Company Number (KVK): 868438108

VAT Number: NL868438108B01

Phone: +31 6 42141761

Thank you for choosing Mentract we are committed to making your experience smooth, safe, and satisfying.

Return & Cancellation Policy