Returns, refunds & warranty

Your right of withdrawal. If you are a consumer in the European Union or the United Kingdom, you may withdraw from your purchase within fourteen days of receiving the goods, without giving a reason. To do so, email support@example.com with your order number and tell us clearly that you are withdrawing. You do not need to use a special form.

The hygiene exception — please read this part. Our products are intimate goods supplied sealed for reasons of health protection and hygiene. Under Article 16(e) of the EU Consumer Rights Directive, the right of withdrawal does not apply once the hygiene seal has been broken or the product has been used. In practice: you may return an item only if it is unopened, unused, and in its original sealed packaging. Returned items are inspected on arrival, and if a seal has been broken we cannot process the refund and will send the item back at your cost.

How to return. Write to us first — do not ship anything to the address on the parcel. We will send you the correct return address together with a short return reference. Include that reference in the package. Returns sent without a reference take much longer to process and may be refused.

Who pays for return shipping. For an unwanted but unopened item, you pay the return shipping. For an item that arrived damaged, defective, incomplete or different from what you ordered, we pay — and we will refund the original shipping cost as well.

Refunds. Once a return reaches us and passes inspection, we refund within fourteen days. For card payments the money goes back to the card you paid with; your bank may take a further few days to show it. For cryptocurrency payments, we refund the equivalent amount in the same cryptocurrency to a wallet address you provide, less the network fee — or, if you prefer, we can issue store credit for the full amount with no fee deducted. Please tell us which you want when you start the return.

Faulty goods and conformity. Independent of the withdrawal right, we are liable for any lack of conformity under the statutory rules of your country. If a motor, heater, hinge or seam fails within the warranty period and it is not caused by misuse, we will repair, replace or refund. Contact us with your order number and, where possible, a short video showing the fault. Do not attempt repairs yourself, as that can end the warranty.

What we cannot accept. Opened intimate products. Used items. Custom or personalised orders. Items damaged by improper cleaning agents, solvents, or use beyond the product instructions. Anything returned without contacting us first.

Cancellations. If your order has not yet been dispatched, we can cancel it and refund you in full — just write to us as soon as possible. Once it is with the carrier, the withdrawal and return process above applies instead.