Returns and Refunds

This returns and refunds policy explains when an item can come back to us, how the hygiene rule works, and how a refund is issued. We keep it short because most of the answer depends on one question: has the item been opened?

The hygiene rule

Opened intimate items are non-returnable. Once an intimate product has been removed from its sealed packaging, it cannot be resold and it cannot be accepted back, whether or not it has been used. Unopened items in their original sealed packaging are returnable within 30 days of delivery. This rule is not negotiable, and it applies to every intimate item we sell.

Condition requirement

An unopened return must arrive in the condition it was sent: sealed packaging intact, all accessories present, and the original box undamaged apart from normal opening of the outer shipping carton. Items that arrive back with a broken seal, missing parts or clear signs of handling cannot be refunded. Accessories such as cleansers and pouches follow the same condition rule.

Items that arrive damaged or faulty

If a piece arrives damaged, cracked or faulty, contact us before you use it and within 48 hours of delivery. Send photographs of the item and the packaging. A damaged-on-arrival report is handled separately from the hygiene rule, because the item never reached you in a usable state. We will arrange a replacement or a refund once the fault is confirmed.

How to start a return

Email us with your order number, the item you want to return and the reason. We will reply with return instructions. Do not send anything back before you have those instructions, because parcels that arrive without a reference can be refused at the depot. Return postage is paid by the customer unless the item was damaged or faulty on arrival.

Return parcels and discretion

Use plain outer packaging with no product names written on it, and no original retail branding visible on the outside. Our own return parcels are equally neutral: no product names on the label and no marketing material inside. If a courier asks what is in the parcel, a general description such as personal care item is enough.

Refund timing

Once a return is received and inspected, we send an email confirming the outcome. Approved refunds are issued to the original payment method, usually within five business days of approval. Your bank may take a few days more to show the credit. Shipping charges are refunded only where the item was damaged or faulty on arrival.

Exchanges

We do not run a direct exchange process. If you want a different item, return the unopened original for a refund and place a new order. That keeps the hygiene rule clean and gets the replacement to you faster.

Contact

Email [email protected] or call +1 212 555 0142. Have your order number ready. The registered entity and business address must be supplied by the operator before this store accepts live orders.