Returns

We want you to love what you buy. This page explains your rights clearly and kindly, including the one important exception that applies to intimate products. Nothing here affects your statutory rights.

Changing your mind: the 14-day right to cancel

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel most online orders within 14 days of receiving them, without giving a reason.

To cancel, email hello@vibrator.toys with your order number within 14 days of delivery. You then have a further 14 days to send the item back. Once we receive it, we will refund the price of the item and the standard delivery cost within 14 days. If you chose a faster delivery service, we refund the cost of standard delivery. Return postage is paid by you unless the item is faulty or we sent the wrong thing.

The hygiene exception: unopened and sealed only

For health and hygiene reasons, intimate products can only be returned under the right to cancel if they are unopened and still sealed in their original packaging. Once the hygiene seal has been broken, the right to cancel no longer applies. This is a specific exception in the Regulations for sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

We know that can feel strict, so if you are unsure which toy suits you, please ask us before you order. Our guides to choosing your first vibrator and size and shape are a good place to start too.

Faulty items are always covered

If something arrives faulty, damaged, or stops working as it should, you are always covered, whether or not it has been opened or used. Under the Consumer Rights Act 2015:

• Within 30 days of delivery you can reject a faulty item for a full refund.
• After that, we will repair or replace it, and if that is not possible, refund you.
• Every product also carries our 12-month warranty against faults.

Just email us a short description (a photo helps, but is never required for anything you would rather not photograph). We will send a prepaid returns label and handle everything discreetly.

Sending something back

Please do not post anything back before contacting us, so we can send the right label and instructions. Return parcels go to our UK returns address, which we give you by email. Pack the item securely; plain packaging is perfectly fine.

Refunds and your statement

Refunds go back to the card you paid with and show as BH Commerce Ltd on your statement, just like the original payment. Banks usually take 3 to 5 working days to show the money in your account.

Questions

Our UK-based customer care team is happy to help: hello@vibrator.toys. You can read the regulations in full at legislation.gov.uk, or find independent advice from Citizens Advice.