This Policy explains how returns, refunds, and replacements work for purchases made on our online store. Please read it together with our Terms & Conditions and Shipping Policy. If you have any questions, reach out to [Insert Email].

1) Eligibility & condition

• 30-day window: You may request a return within 30 days of delivery for eligible items.
• Condition required (change-of-mind): Items must be unused, unopened, in original sealed packaging, with all accessories, manuals, and tags intact.
• Proof of purchase: Your order number and the email address used at checkout are strictly required.
• Authorisation: Unsolicited returns sent without prior approval may be refused or returned to the sender.

2) Hygiene exceptions (intimate items)

3) How to start a return (RMA)

1. Email [Insert Email] within 30 days of delivery.
2. Include your order number, the specific item(s) you wish to return, and the reason for return. Attach clear photos if the packaging is damaged or the item is faulty.
3. Wait for our official instructions and, if applicable, a Return Authorisation number and return address.
4. Pack items securely in original packaging (or equivalent protection) to avoid transit damage.

Unauthorised returns or returns sent to the wrong warehouse address may be refused or significantly delayed.

4) Return shipping & labels

• Change-of-mind / wrong size or colour: Return postage is fully paid by the customer.
• Faulty / incorrect item or our packing error: We cover reasonable return postage if pre-authorised (we may provide a prepaid label or reimburse standard tracked service).
• Risk in transit: You remain responsible for the parcel until it safely reaches us. Always use a tracked service and retain proof of postage.

5) Refunds: method & timing

• Inspection: All refunds are processed only after we receive, inspect, and approve the returned goods.
• Timing: It takes up to 14 days after inspection to issue funds to the original payment method (your bank/card issuer may take an extra 1–2 billing cycles to post).
• Deductions: We reserve the right to deduct amounts for missing parts, damage, or signs of use inconsistent with eligibility; original shipping costs are non-refundable unless due to our error or a fault.
• Exchanges: Direct exchanges are not offered; please place a new order once your refund is completed.

6) Faulty/DOA (dead on arrival) items

If confirmed faulty, we’ll arrange a suitable remedy under our Warranty Policy — repair, replacement, store credit, or refund.

7) Non-returnable items

• Opened or used intimate products (unless confirmed faulty).
• Items lacking original sealed packaging or missing hygiene seals where applicable.
• Gift cards, downloadable digital content, and clearance items marked as “Final Sale”.
• Items with strong signs of wear, contamination, or damage caused by misuse or inadequate return transit packaging.

8) Bundles, sets & gifts

• For bundle deals or sets, all individual components must be returned together in original sealed condition (unless reporting a single faulty component).
• Free gifts or promotional items included with the order must also be returned; otherwise, their standard retail value may be deducted from your total refund.

9) International returns & customs

• Clearly mark the return parcel container as “Returned Goods” to avoid unnecessary customs charges on our side. If we are charged duties/fees due to incorrect declaration, these will be deducted from your refund.
• We strongly recommend using premium tracked services for international returns and keeping official proof of postage.

10) Return abuse & chargebacks

We reserve the right to refuse service, deny returns, or close customer accounts in clear cases of policy abuse (e.g., wardrobing, frequent used-item returns, or fraudulent claims). Chargebacks initiated without contacting us first will delay formal resolution; we actively provide carriers’ and warehouse evidence when disputing unjustified chargebacks.

11) Contact info