Returns, refunds and damaged orders

The policy at a glance

Return requests for eligible items must be submitted within 30 days of receipt. Please do not send an item back before your request is reviewed and return instructions are provided.

• Damaged or defective items: choose a replacement, store credit or a refund to the original payment method. We provide a return label if the item needs to be sent back.
• Non-defective items: eligible returns are issued as store credit only, up to a maximum of $250. You are responsible for return shipping.
• Non-returnable items: consumables, purchases made with store credit and special-order items are not eligible for return.

Damaged or defective items

If an item arrives damaged or develops a defect, submit a return request from your account within 30 days of receipt. You can choose a replacement, store credit or a refund to the original payment method. If return shipping is necessary, we will provide the return label.

Add a clear description of the problem to the request. Customer care may ask for photos showing shipping damage, the product, packaging or another visible fault. Keep the item, its accessories and packaging until the team confirms the next step.

Non-defective returns

Eligible non-defective items may be returned for store credit only. The maximum store credit available for a non-defective return is $250, and the customer is responsible for return shipping. Refunds to the original payment method are not available for non-defective items.

Customer care will confirm eligibility and provide the correct return instructions after reviewing the request. We reserve the right to decline a claim that falls outside these guidelines or raises concerns about improper use.

Items that cannot be returned

The following items are not eligible for return:

• consumables, including lubricants and cleaners;
• health and beauty products;
• items purchased with store credit; and
• special-order items.

How to request a return

1. Log in to your account.
2. Select the order you want to return.
3. Choose “Request a return” on the order-details page.
4. List the item or items and the return reason in the prepared email.
5. Add a detailed note explaining the request, then send it to customer care.

Customer care will email you within 24 business hours with the next steps. Damaged or defective-item requests may require photo evidence. If you cannot access the order in your account, email hello@aboutsextoys.com with the order number, checkout email address, affected items and return reason.

Refunds and store credit

Non-defective returns are issued as store credit only, subject to the $250 maximum. Approved damaged or defective claims can be resolved with store credit or a refund to the original payment method, depending on the option you choose. A replacement is also available for an approved damaged or defective claim.

Undeliverable US orders

Shipping labels are generated from the address entered at checkout, so review the recipient name, street address, apartment or unit number and postcode carefully. A US order returned to sender as undeliverable as addressed, unclaimed or refused is subject to a 20% returns-processing fee. The original shipping charge is not refunded.

If you would prefer the returned order to be sent again to a corrected address, an additional $10 shipping-and-handling charge applies.