Faulty, damaged or wrong items
If your order arrives damaged, is not what you ordered, or develops a fault within six months of delivery, you are entitled to a repair, a replacement or a refund under the Consumer Protection Act. You choose which.
To claim:
- Contact us with your order number. Please tell us as soon as you can, ideally within 48 hours for damage in transit.
- Send a photo of the item and the packaging if it is damaged, or a short description of the fault.
- We will tell you how to send it back. We pay the cost of returning faulty, damaged or wrong items.
This does not cover damage from misuse, such as using silicone lube on a silicone toy, charging a toy with the wrong charger or ignoring the care instructions.
Changed your mind
Under the Electronic Communications and Transactions Act, you can cancel an online order within seven days of receiving it, without giving a reason.
- Let us know within seven days of delivery.
- Return the item unused, in its original packaging and seal.
- You pay only the direct cost of sending it back.
- We refund you within 30 days of your cancellation.
For everyone’s health, returned intimate items are never resold. Anything that comes back opened is disposed of safely.
How refunds are paid
Refunds are paid by EFT into the bank account that paid for the order. We will email you once the refund has been sent.
Questions
Contact us and we will help. If we cannot agree, you can contact the National Consumer Commission or the Consumer Goods and Services Ombud.