You are here: Returns and Refunds

Returns and Refunds hopes you love your purchase, however, if you wish to return your order you can do so with our satisfaction guarantee.

Unwanted goods: will offer a refund, less postage costs and 25% re-stocking fee, within 14 days.

Please note that we cannot refund or exchange unwanted items if the product has been used or the original packaging has been broken.

Faulty or incorrect goods:

Faulty or incorrect goods should be reported to Customer Service Department ASAP. However, we do give you 14 days to inform us for an exchange. offers a 30 day replacement policy on all faulty products.

Please give a full description of the fault and return the item in its original box for a replacement. Please clean items before returning. All returned products will be tested and returned to you at your expense if they are found not to be faulty.


For reasons of hygiene, personal products sextoys and lotions cannot be returned once opened unless the product/s is/are faulty, unfit for purpose not as described or of an unsatisfactory quality.


You have the right to cancel your order within 7 days for a refund.

However, if your parcel has already been dispatched you will be charged for the cost of shipping and a refund will not be made until the parcel has been returned back to us. Please remember that we work on a same day dispatch system so to avoid the postage charge and delayed refund you should inform us on the same day that the order is made before 2pm.

Lingerie and sexy clothing:

If your lingerie or sexy clothing doesn’t fit or isn’t exactly what you are looking for then don’t worry. We are happy to exchange items but you must follow some rules.

You will need to make sure all labels are still attached. We cannot accept items back if the labels have been removed unless they are faulty. Do try items on but please leave your underwear on!

If we feel that non-faulty items have been worn or soiled we will not issue a refund but return the goods to you at your expense.

Returning DVDS:

As stated in the EC Distant Selling Regulations, we cannot accept returns of DVDs if the seal has been opened.


A refund cannot be issued until receives the goods in question. The European Consumer Protection (Distance Selling) Regulations 2000 require us to say that your money will be returned within 30 days of cancellation. At we aim to refund you within 14 days.

How to return an item:

If you are returning an unwanted item please make sure you wrap the item securely. You will need to enclose a note informing us of your details, order number and reason for return. Please also state whether you would like an exchange or refund.

We recommend that you send goods by recorded delivery as we cannot be held responsible for any loss of parcel on the way back to us. Postage costs of unwanted goods are down to the customer.

Please send back to:

Sextoy Secrets, Returns Department, 100 The Brook, Chatham, Kent, ME4 4LB

If you are returning a faulty item please contact our Customer Services Department on 01634 319870.

This returns policy does not affect your statutory rights.

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