Returns and Refunds
hellosextoys.uk Returns and Product Guarantee
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 firstname.lastname@example.org. 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 email@example.com 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.