Don B.
Misleading Guarantee
The underwear were not adequate to my post-radiation incontinence, and my exchange with customer service was unsatisfactory. Guarantee on the website says "Try Menvault for 30 days. if it doesn't become the last pair of underwear you'll ever need to think about, we'll refund every cent. No hoops. No questions." That sounds to me like no returns either. After all, you've worn them and of course the company wouldn't want them back. AI understands the guarantee as I do. Here's what it says: "Menvault offers a 30-day money back guarantee. You can try their protective underwear for 30 days from delivery. If you are not satisfied, they will return your money." FAQ on Menvault website makes the same claim. "Q: What if they don't work for me? Not working for you. Email us. . . .. Send it back and we'll take care of the rest." This where the Catch-22 is found, since there is a hygiene policy, not cited in the guarantee that of course won't accept used ones back. Only unopened ones will be refunded. The guarantee make no reference to sending back. Just says if I'm not satisfied they’ll return my money, no questions asked. Seems ot me they are obligated to return my purchase price regardless of whether I send the unused ones back or not. If you’v tried them for up to 30 days, you’re no likely to have unused ones at hand. The customer service rep offered me 30% on the used ones after some back and forth and was unbending on the full guarantee. The guarantee should be explicit about the need for returns and the limitation on them
Response from MenvaultAug 21, 2026
Hi Don, Thank you for taking the time to share your experience. You've received a partial refund, and once the pairs you've returned reach us, the remainder will follow as discussed. Our guarantee and our products do exactly what they promise. As our underwear wasn't the right fit for your particular situation, we offered you the option to return it for a refund, which we were glad to arrange. We hope you find a product that better suits your needs. If anything else comes up, we're reachable at [email protected]. Ben — Customer Satisfaction Manager Menvault