Refund policy

Returns and Cancellations

• Orders/Pre-Orders may be cancelled for a full refund at any time before the shipping preparation process begins. Once an item is marked “Preparing for Shipment” the standard return process applies.
  
  If you wish to cancel your order, please contact customer service as soon as possible.
  
  
• If a Product is defective upon arrival or fails due to a manufacturing defect within the statutory warranty period, please contact support for a repair or replacement. This does not cover damage from improper use or cleaning. Your statutory rights are unaffected.
  
  
• EEA/UK/Switzerland Customers - If you are a consumer in the EEA, UK, or Switzerland, you have the right to withdraw from your purchase within 14 days of delivery, without giving any reason. To exercise this right, you must notify customer service within 14 days of delivery. You then have a further 14 days to return the product. You are responsible for return shipping costs, unless the product is faulty or incorrectly delivered.

Please note that, due to health protection and hygiene reasons, the right of withdrawal does not apply to products which have been unsealed after delivery where the product was supplied in sealed packaging. If the product is returned without its original hygiene seal intact, we reserve the right to refuse a refund.

We recommend using a tracked shipping service, as we are not responsible for items lost in transit.

• Faulty products - If your product develops a fault within the warranty period please contact customer service to arrange a repair or replacement. Warranties do not cover damage from negligence, improper use or cleaning.
  
  Please note that accessories such as sleeves, lubes or cleaning fluids are consumables. No warranty is offered for consumable items.
  
  Your statutory rights are unaffected.