Last updated: 1 August 2026
Because of the intimate nature of the products we sell, items cannot be returned once the sealed packaging has been opened. This protects the health and safety of every customer we ship to, and applies to every retailer of intimate products.
Faulty, damaged and incorrect items are always covered. This page explains exactly how each case is handled and what to do next.
Opened Items Cannot Be Returned
Any product intended for contact with the body or with bodily fluids is treated as used the moment its seal is broken. Opened items cannot be resold and are therefore non-returnable, whether or not they have been used. Ова вклучува, но не е ограничена на:
- Вибратори и дилдо
- Анални играчки, мониста и приклучоци
- Прстени за пенисот, sleeves and ball devices
- Douche and enema kits
- Гагови, cords and restraints
- Underwear and wearable garments
- Лубриканти, масла за масажа, condoms and body paint
The only exception is a manufacturing fault, which is covered in full under the sections below.
Damaged, Defective or Incorrect Orders
Please check your order as soon as it arrives. If an item is faulty, arrived damaged, or is not what you ordered, contact us within 3 days of delivery and we will put it right at no cost to you.
To process your case quickly, please include the following in your message:
- Your order number
- A clear photo or short video showing the fault or damage
- A photo of the shipping label on the outer package
Once we have reviewed the evidence, we will send a replacement or issue a full refund, whichever you prefer. You will not be asked to pay return shipping on a faulty or incorrect item.
If you were unable to check your order within 3 days for a reason outside your control, contact us anyway and we will review your case.
3-Month Warranty on Manufacturing Faults
Every product is covered against manufacturing faults for 3 months from the date of delivery. If a motor stops working, a charging port fails or a seam splits during normal use within that period, contact us with your order number and a short video showing the problem.
The warranty does not cover accidental damage, wear from heavy use, damage caused by incompatible lubricants such as silicone lubricant on silicone toys, or batteries that have simply run down.
Unopened Items
If you change your mind and the product is completely unused with its hygiene seal and original packaging fully intact, contact us within 3 days of delivery and we will review your request.
Approved change-of-mind returns are subject to the shipping deductions set out below. Once a hygiene seal has been broken, this option no longer applies.
How to Start a Return
Е-пошта support@mksextoy.com or use our contact form with your order number and the reason for the return. We reply within one business day.
Please do not send anything back before contacting us. Your order may have shipped from any one of our warehouses in the United States, Канада, the United Kingdom, Europe or Australia, so the correct return address depends on where your parcel came from. We will confirm the address once we have your order number.
Items sent back without prior approval cannot be identified, processed or refunded.
Return Shipping Costs
Faulty, damaged or incorrect items: we cover every cost. Nothing is deducted from your refund.
Approved change-of-mind returns on unopened items: you are responsible for the cost of returning the item to us, and the original outbound shipping cost is deducted from your refund. Combined, these deductions will not exceed 55% of the order value.
Refused or undeliverable parcels: if a parcel is returned to us because delivery was refused or the address was incomplete, the same deductions apply.
Refunds
We will email you once your return has been received and inspected, and confirm whether the refund has been approved. Approved refunds are issued automatically to your original payment method within 3–5 business days.
Your bank or card issuer may take a further 5–10 business days to post the funds to your account. If more than 15 business days have passed since our approval email and the money has not reached you, contact us and we will send you the transaction reference.
Cancelling an Order
Orders can be cancelled free of charge at any point before they leave our warehouse. Contact us as soon as possible with your order number. Once a package has been handed to the carrier it can no longer be cancelled, and the terms above apply.
Lost or Undelivered Packages
If your tracking shows no movement for 10 business days, or the maximum delivery time for your region has passed with no delivery, contact us with your order number. We will open an enquiry with the carrier and, if the package cannot be located, send a replacement or refund you in full.
Packages marked as delivered but not received should be reported within 7 days so that we can request proof of delivery from the carrier.
Restricted Destinations
Some countries prohibit the import of adult products, and our carriers cannot deliver to them. Where a destination is restricted, we will contact you before processing your order and issue a full refund to your original payment method. No customer is ever charged for an order we are unable to deliver.
Returns FAQ
Can I return a toy if I opened it but never used it?
бр. Once a hygiene seal is broken the item cannot be resold and is non-returnable, regardless of whether it was used. This standard applies across the intimate products industry and exists to protect every customer we ship to.
My item stopped working after a few weeks. Is it covered?
Да. Manufacturing faults are covered for 3 months from delivery. Contact us with your order number and a short video showing the fault, and we will arrange a replacement.
Where do I send my return?
Contact us first. Orders ship from warehouses in several countries, so the correct return address depends on your specific order. We will confirm it once we have your order number.
How long does a refund take?
We process approved refunds within 3–5 business days. Your bank may take a further 5–10 business days to show the funds.
Can I exchange an item for a different model?
For faulty items, we will replace the product with the same model or refund you in full, whichever you prefer. Exchanges for a different model are not available once an item has shipped.
Will the return package be discreet?
Return addresses use a neutral company name with no reference to the products inside. Full details are on our discreet packaging page.
Контактирајте не
For any question about a return, warranty claim or refund, е-пошта support@mksextoy.com or use our contact form. We reply within one business day.