There may be times when you will need to return a faulty item purchased from us. Our Returns Policy is designed to assist you with your return. If you wish to return any item(s) you have purchased that are faulty, damaged, incorrectly described or the wrong item, you can return the item(s) after contacting customer service via email within 14 days from the date of delivery.
Returns of Faulty, Damaged or Incorrect Items
There may be times when you will need to return a faulty item purchased from us. Our Returns Policy is designed to assist you with your return. If you wish to return any item(s) you have purchased that are faulty, damaged, incorrectly described or the wrong item, you can return the item(s) after contacting customer service via email within 14 days from the date of delivery. The customer is responsible for the cost of an item's return, unless there was an error on our behalf. Due to the nature of couriers, it may cost more to send an item back to us than us shipping it out to you.
In this instance, postage will be incurred by Sex Toys Erotica. If circumstances require a refund to be given and you have made your purchase via "buy now pay later" orders - ZipPay, Afterpay, Klarna, Laybuy, Latitude Pay and Laybuy, a cancellation fee will occur as these service providers do not refund merchant fees. We only charge the amount we are charged. Postage fees paid will not be refunded.
If you think a toy is faulty and needs to be returned please run through our checklist below. Most problems with products are related to batteries, not a fault with the toys, so before returning an item, please ensure:
- The batteries are inserted the right way.
- The batteries have plenty of charges, preferably try a fresh set of heavy-duty batteries.
- Rechargeable batteries often lack the charge required so it's best to avoid using these.
- The plastic case around the batteries has not been removed.
- The battery compartment is done up tight where applicable.
- Hold controls for 3-5 seconds to turn on. If your issue still exists please contact us and we can provide further assistance and arrange a replacement if necessary.
IMPORTANT: If a returned item is found to be in working order a postage fee for the cost of return of the item to you will apply. Again, please check your item thoroughly as more than 70% of returns are found to be in good working order.
Change of Mind/Incorrect Purchases
Please choose carefully when making a purchase, we do not do refunds or make exchanges on toys and adult products for change of mind or incorrect purchases.
Returns on Lingerie, Costumes, Intimates
Please note that for health reasons, we are unable to offer a refund on costumes or lingerie items including body stockings, hosiery, thongs, g-strings, and briefs. We are also unable to offer refunds or exchanges on intimate apparel and/or costumes simply because you "changed your mind". Please understand we have this policy in place to protect you, our customer and your health and wellbeing.
Returns Policy Conditions
To expedite any returns please ensure that:
- Contact Sex Toys Erotica as soon as possible - within 14 days of from the tracked date of delivery
- You produce your original Sex Toys Erotica invoice (receipt) when you return the item
- The item is in original condition: - With all original tags and box unopened and in an unused state.
In some cases, products will have a warranty of one year or more; in this instance, we will require a copy of your purchase receipt. Your product will be replaceable on the manufacturer's terms and conditions of replacement.
In the case of a return please email us with details and any photos or videos first. We will decide from this as to whether your product should be returned for replacement.
If you are not able to comply with these requirements, Sex Toys Erotica reserves the right to refuse an exchange or refund.
Thank you for understanding!