Simple. Honest. No drama.

The policy, in plain English

Unopened, sealed items: return within 14 days of delivery for a full refund. The packaging must be intact and unopened — if the hygiene seal is broken, we can’t take it back.

Opened sex toys: for hygiene reasons, no. Even if it’s never been used, once the packaging is opened we can’t resell it — and honestly, you wouldn’t want to receive a previously-returned toy either. Same rule for anything body-contact: toys, lingerie, condoms, lube.

Faulty items: different rules. If your product arrives damaged or develops a fault within 30 days, we replace or refund in full, and we pay return postage.

Wrong item: if we sent something you didn’t order, we pay to send it back and we pay to send the right thing out — obviously.

How to return something

1. Email us first

   Drop a line to help@sextech.co.uk with your order number and what you’re returning. We’ll confirm the return address and a reference.

2. Post it back

   Pack it in its original sealed packaging and send it via a tracked service. For faulty items we’ll email a pre-paid Royal Mail label.

3. Refund in 5 days

   Once we receive and check the return, the refund goes back to your original payment method within 5 working days.

Returns FAQs

What counts as “opened”?

Any broken hygiene seal, torn plastic wrap, or opened inner box. If the product has been removed from its sealed packaging, it’s opened — even if it’s never been touched.

My toy is faulty — what do I do?

Email help@sextech.co.uk within 30 days with your order number and a description of the fault (a short video of the issue is ideal if it’s a motor or charging problem). We’ll send a replacement, or refund in full, and cover the return postage.

You sent me the wrong item.

Our mistake, our cost. Email us with a photo of what arrived and we’ll dispatch the correct item immediately — you don’t have to wait for the wrong one to come back first. We’ll include a pre-paid label for the return.

Do I pay return postage?

For a change-of-mind return (unopened item within 14 days), yes — you pay the return postage. For faulty or wrong-item returns, we pay and provide a pre-paid Royal Mail label.

How long until I actually see the refund?

We process the refund within 5 working days of receiving your return. Your bank or card issuer then takes another 1–3 working days to post it to your account. If it’s been longer than 10 working days total, email us — we’ll investigate.