Returns and Refunds

The hygiene rule comes first

An intimate item that has been opened, unwrapped or used cannot be returned. This is not a preference on our part; it is the condition that lets these products be sold at all, and it applies to every item in the range. An unopened item, still sealed in its inner packaging, may be returned within thirty days of delivery. This hygiene rule sits above everything else on this page.

Condition required for an unopened return

A returnable item must be in the condition it arrived in: the sealed inner wrapper unbroken, the outer carton undamaged apart from ordinary handling, and every part, cable and card still in the box. Items that arrive back opened, marked or incomplete cannot be refunded, and the parcel will be returned to you at your cost. If you are unsure whether your item still qualifies, ask before posting it.

Damaged on arrival

If an item arrives damaged, do not open the sealed inner packaging. Photograph the outer carton and the item as it sits inside it, then contact the service desk within seventy-two hours of delivery. Damaged arrivals are replaced at our cost, with return shipping covered, and the replacement ships as soon as the carrier claim is opened rather than after it closes.

Faulty on arrival or later

An item that does not work when first charged is treated as a defect rather than a return, and it follows the warranty route: bench test, then repair, replacement or refund. A fault that appears later in the cover period is handled the same way. The Warranty guide explains what sits inside and outside a cover.

How to start a return

Write to the service desk with the order number and a one-line reason, and say whether the inner packaging is still sealed. You will receive a return authorization and instructions. Do not post anything back before you have that authorization, because an unauthorized parcel cannot be matched to an order.

Packing the return parcel

Use a plain outer box with no product name on the outside, and put the order number inside the parcel rather than on the label. The carrier label carries the same neutral sender name as our outbound parcels, so a return does not advertise its contents either.

Refunds

Once a returned item has been inspected, the money goes back to the payment method used for the purchase, normally within five business days. Where an item arrived damaged or faulty as delivered, the original shipping charge is refunded as well. Issuers vary, so allow a few further days for the credit to appear.

Exchanges

We do not run a direct exchange process. Return the unopened original for a refund and place a fresh order for what you want instead; that keeps the hygiene rule clean and gets the replacement moving sooner.

Contact

Ask before you post anything back, and a return will not be refused on a technicality. Email [email protected] or call +1 212 555 0142. Have your order number to hand and say whether the inner packaging is still sealed.