Returns and Refunds
Returns and Refunds
Returns and Refunds
Sexotoys wants you to love your purchase, that's why we have a no fuss returns policy. If for any reason you are not completely happy you may exchange unused and unopened products within 14 days for alternative items or a refund.
Due to the obvious health and hygiene implications with adult goods, for the goods to be returned if they are not broken, the following terms have to be met.
- The goods must be unused.
- The goods must be returned in original condition & packaging.
- Goods that are not heat sealed in the box are non-refundable and non-exchangeable.
- Items supplied in sealed packaging that have been opened are non-refundable and non-exchangeable.
- The goods must be received back within 14 days from the day you received the order.
- Lingerie and items of clothing are non-refundable and non-exchangeable.
- Any discrepancies or damaged items need to be reported within 36 hours of being delivered.
- We do not accept returns or exchanges on international orders.
If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to return the goods to you.
You have the right to cancel the order at any time up to 14 days from the day after delivery. No questions asked. Just return the goods, unopened and unused, to the address below to qualify for a refund. Your refund will include basic shipping charges (Royal Mail Tracked 48). If you request non-standard delivery (such as DPD Next Day) we will refund only the cost of the basic service. Please note that the cost of returning items to us is not refundable and at the customer's expense.
DEFECTIVE ITEMS AND WARRANTY
When an item is operated by batteries we recommend that you check using a different set of batteries and check that they are fitted correctly and positioned to connect with electrical points before returning such items.
If the product is defective, please explain the fault in a returns form, which you can find in various formats below, and return it with its original box with all manuals and accessories for a full refund or replacement - We offer a full years warranty on all products, if the item is defective in the first 14 days of purchase, and you are returning your item from within the UK, contact us
- If the item is over a month old, please send it back to us, along with a returns form which you can find below, to the address below - We will then arrange a replacement.
- Goods can be exchanged or refunded due to any defect until up to 14 days from the day after delivery. After 14 days exchange only will be available.
- Please note that deals and 3 for 2 or similar offers will not qualify for a full refund.
- All returned products are tested and will be sent back to you at your expense if found to be working or in an unacceptable condition.
- All items that are returned as faulty MUST be thoroughly cleaned before returning. For reasons of hygiene, any item returned in a dirty condition will not be checked and the returned item will be refused.
Health and Hygiene laws restrict what we can and can't do in respect to returning intimate items of Lingerie.
What we can say is that if you try any clothing on and it's not quite right or it's not what you expected then please return the item in the condition you received it in and we will refund or exchange the item for you.
If an item is returned and found to have been mistreated or overly handled and not in the pristine condition we sent it in then health and hygiene restricts us offering an exchange or refund and the item will be returned to you at your expense.
Personal items such as items with a crotch area cannot be exchanged or refunded.
DVD'S AND MAGAZINES
We cannot accept returns of DVDs or Magazines.
We cannot accept returns or exchanges on international orders. Additionally, we do not assume any responsibility for items held up in customs or packages that have been confiscated.
We will be as discreet as possible on customs labels, but we are required by law to indicate the contents inside and the retail price. It is the responsibility of the customer to make sure that items being shipped are legal in your area. We cannot be held responsible for anything that is confiscated by customs.
It's also important to note that your country may charge you duty or tax in order for you to pick up your package. Sinful Thrills is not responsible for any taxes, tariffs or duties that are levied. Please note that the import duty rate for importing products ranges between 0% and 45% depending on the country you are importing into. We are unable to process refunds for items seized by customs.
HOW TO PROCEED
1) Download and complete a returns form in a suitable format using one of the links below. A returns form should be completed and included with any returned item, regardless of reason.
2) Send your rerturn items to the following address. If you are returning a product which is faulty please contact us first
PO BOX 228
We aim to deal with returned items on the day that we receive them. Refunds will be made to the card or PayPal account that was used to place the original order. It will take 5-7 working days after we have received your item for the refund to appear on your account statement.
If you have any other queries please contact us. Please quote your order number in any communication.