The Gay Pack Promise

THE GAY PACK PROMISE — SOMETHING MISSED? WE’LL MAKE IT RIGHT.

Wrong, missing or damaged items

Wrong, missing, damaged, expired, unsafe or materially misdescribed goods follow our defect and legal-remedy path. This voluntary promise does not reduce your statutory rights. Please contact us so we can put it right.

One correct core item you simply do not like

For one correct-but-disliked core item in a Gay Pack, choose one of these remedies:

  1. A suitable replacement from the same category.
  2. A cash refund equal to that item’s share of the merchandise price actually paid.
  3. NGT credit equal to 125% of the cash-refund amount, rounded to the nearest whole currency unit and capped at the standard retail value of the category.

Cash refund = merchandise price actually paid × eligible refunded core items ÷ total paid core items.

Each underwear pair and each paid grooming or lifestyle product counts as one core item. Shipping, duties, packaging, the Gay Card, free gifts and zero-price promotional items are excluded, so they never dilute your refund. Paid upgrades are recorded and refunded separately where applicable. We will show you the exact cash-refund and NGT-credit amounts before you confirm.

Underwear

A fit or style miss can use the replacement, cash-refund or enhanced NGT-credit route above. For hygiene reasons, tried-on underwear must not be returned. NGT pays standard shipping for a valid replacement; recurring customers may choose to have it added to their next Pack.

Grooming and lifestyle products

Before shipping, you can swap the whole grooming kit. One opened correct product that you simply do not like can use the one-item satisfaction remedy. An entirely unopened grooming kit can be returned for the proportional share represented by its paid core items. Several opened or used products require a CX review: we may resolve specific items, rebuild the Pack, offer a replacement kit or credit, or use the whole-Pack route where the complete experience genuinely failed.

Rejecting the whole Pack

If the Pack as a whole is not right for you, return all returnable unused and unopened contents within 30 days for a refund of the merchandise price paid. Hygiene items are handled under the published rules and applicable law. This route applies to every Pack, not only the first one. Disliking one item while keeping the rest does not trigger a full-Pack refund.

The automatic satisfaction remedy covers one correct-but-disliked core item per Pack. Two or more disliked items require a CX review, a Pack rebuild or return of unused contents. Submit the form below and we’ll take it from there.

Your statutory rights

This voluntary promise is separate from statutory consumer rights. Where a statutory withdrawal right applies, including eligible distance purchases, contact us within 14 days of delivery. Eligibility can depend on the goods and their condition; opened sealed goods that are unsuitable for return for health or hygiene reasons may be excluded. Nothing on this page limits your statutory rights.

Submit your claim

"*" indicates required fields

This form starts a review; it does not lock in a remedy. For an eligible correct-but-disliked item, we will calculate the exact cash-refund and 125% NGT-credit amounts from the merchandise price actually paid and show them to you before you confirm. Do not send anything until we give you the correct route.

What needs putting right?*
Which route would you prefer, where eligible?*
This is your preference, not a final choice. We will show the exact available replacement, cash-refund and NGT-credit options before you confirm.
Drop files here or
Accepted file types: jpg, gif, png, pdf, heic, Max. file size: 5 MB.
    Useful for wrong, damaged, unsafe or materially misdescribed items. Do not photograph yourself wearing underwear.
    Please enter the order ID where this pair was in
    For a fit, style or product miss, tell us what felt wrong so the founders and CX team can improve your next Pack. For several items or a whole-Pack issue, list every affected item.
    Before you submit*