Refund & Returns Policy

Last updated: 03/01/2026

At XXToys.co.uk, we want our customers to feel confident and safe when shopping with us. Due to the intimate nature of adult products, our returns policy is designed to protect both our customers’ health and hygiene while complying fully with UK consumer law.

1. Your Legal Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

2. Hygiene & Intimate Products – Important Notice

For health, safety, and hygiene reasons, we cannot accept returns of adult toys, lingerie, or intimate items once opened, used, or unsealed, unless the item is faulty.

This includes (but is not limited to):

  • Vibrators

  • Dildos

  • Anal toys

  • Masturbators

  • Cock rings

  • Lubricants (if seal broken)

  • Any item designed for intimate use

This policy is permitted under UK law where goods are sealed for hygiene reasons.

3. Unopened & Unused Items (Change of Mind)

If you change your mind, you may return an item within 14 days of delivery only if:

  • The product is unused

  • The hygiene seal is intact

  • The item is in original, unopened packaging

  • The product is in resaleable condition

You must notify us within 14 days of receiving your order.

Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

4. Faulty or Defective Items

If an item is faulty, damaged, or not as described, you are entitled to a refund, repair, or replacement under the Consumer Rights Act 2015.

Please contact us within 30 days of delivery with:

  • Your order number

  • A description of the fault

  • Clear photos or videos showing the issue

If a fault is confirmed, we will:

  • Offer a replacement, repair, or full refund

  • Cover reasonable return postage costs where applicable

5. Incorrect or Missing Items

If you receive the wrong item or part of your order is missing, please notify us within 48 hours of delivery so we can resolve the issue promptly.

6. Items Not Eligible for Return

The following items cannot be returned unless faulty:

  • Opened or used intimate products

  • Items with broken hygiene seals

  • Lubricants or consumables once opened

  • Clearance or sale items (unless faulty)

  • Gift cards or digital products

7. How to Request a Return

To request a return, please contact us via:

📧 Email: rr@xxtoys.co.uk

Please include:

  • Order number

  • Reason for return

  • Photos (if faulty or damaged)

Returns sent without prior approval may be refused.

8. Refunds

Once your return is received and inspected:

  • Approved refunds will be processed within 5–10 working days

  • Refunds are issued to the original payment method

  • Original delivery charges are non-refundable, unless the item was faulty

9. Discreet Packaging & Privacy

All orders are shipped in plain, discreet packaging with no indication of contents.
Returns should also be packaged discreetly for your privacy.

10. Contact Us

If you have any questions about this policy or need help with an order, please contact us:

📧 Email: rr@xxtoys.co.uk
🌐 Website: https://xxtoys.co.uk