Returns
hellosextoys.uk Returns and Product Guarantee
Just follow the simple steps below to return your product/s.
1. CLICK HERE to fill in the online returns form.
2. Package your products well and make sure all original packaging is included.
3. Go to your nearest Post Office and ask for proof of postage.
4. Your return will be processed and an exchange or refund given.
The boring bit's!
At hellosextoys.uk we want our customers to be totally happy with what they buy, that's why we offer a 365 day refund or exchange policy for any unopened and unused items. PLUS if your item becomes faulty within 30 days of purchase, you can return the item to us free for a refund or exchange.
To keep things nice and simple we have a few rules around returns and refunds but if you have any questions please contact us at help@hellosextoys.uk. Please note we do not cover faults caused by misuse, accident, neglect or normal wear and tear.
When Returning An Order:
Unused Items: Please make sure
that your item is unopened, unused and undamaged (unless it is
faulty), plus all shrink wrapping, packaging and/or leaflets and
instructions must be intact. Remember to detail whether you would
like a refund or an exchange. Your request will be handled and
processed as soon as possible and you will be notified when we
receive the returned parcel at our warehouse.
Faulty Items: If your item is
faulty please make sure that you clearly detail the issues you are
having. Unless the fault is very clear you may wish to call our
Customer Care team beforehand as some items may have remotes or
battery compartments that have a trick to them!
You MUST return all leaflets,
cards, instruction manuals and packaging with your order (even if it
is faulty) as we may not be able to process your replacement without
this information.
When ordering lingerie you are of course able to
try this on for size but please wear your own underwear underneath as
we will not be able to accept soiled or damaged items of this type
for a refund or exchange. Don't forget to retain the original
packaging otherwise, we will not be able to accept your return.
As soon as we have received your returned parcel
back at our warehouse we will process your choice of a refund or a
replacement as soon as possible. This will be within 30 days but in
reality, will be much faster. If you would like to check on the
status of your returned parcel and you have an account with us you
can view the status by clicking HERE
or contact us help@hellosextoys.uk
with your order number. Once submitted, refunds will take up to 5
working days to appear in your account depending on your bank.
Special Offer Terms
If you wish to return a faulty item that was on a
special offer then an exchange will be honoured.
If you wish to receive a refund then you will need
to return all items on the special offer.