Our aim at The Dildo Warehouse is to provide excellent customer service and a smooth shopping experience. This returns policy is designed to be clear and practical so you can buy with confidence.
Please inspect your order as soon as it arrives and contact us promptly if there is a fault or issue. Even if you do not intend to use an item immediately, we recommend checking that you received the correct product and that it is functioning correctly.
You may return unwanted items for a refund or replacement within 30 days, provided they are unopened, unused, unworn and in resalable condition. You may request an exchange within 100 days, provided returned items remain unused, unworn and unopened.
Faulty items may be returned for a refund or replacement within 365 days of purchase. For hygiene and safety reasons, used faulty items must be returned in a clean condition.
Consumer cancellation rights for online purchases are governed by UK consumer law, including the Consumer Contracts Regulations 2013. This policy is intended to support those rights and does not reduce your statutory rights.
Our Returns Policy Summed Up
- You can cancel an order within 30 days for a full refund.
- You can return unused, unworn and unopened products within 30 days for a refund or replacement.
- You can return eligible items within 100 days for an exchange.
- Used items cannot be returned unless they are faulty.
- Unless an item is faulty, return postage is your responsibility.
Returning Lingerie and Clothing
If lingerie or clothing does not fit, you may return it for a refund or replacement within 30 days, or exchange within 100 days, as long as items are unworn, undamaged, unlaundered, with tags and labels intact, and in original packaging.
For hygiene reasons, please try garments over your own underwear. Unless faulty, return postage is your responsibility.
Special Offer Products
If a special-offer item is faulty, we can provide a replacement or refund in line with this policy. If you choose a refund on a multi-item promotion, we may need all promotional items returned or adjust the refund to reflect items kept.
When You Will Receive Your Refund
Once your return is received and processed, we will confirm the outcome by email. Eligible refunds are typically processed promptly, and in all cases within the legal timeframe required by UK consumer law.
How to Return
- Package your return securely. Include as much original packaging as possible. If returning a faulty used item, ensure it is cleaned before return. Complete our returns form and include it in your parcel: Download Returns Form.
- Post your item back to us. We recommend a tracked service and keeping proof of postage.
- If you need help, contact our support team at [email protected].
Please send all returns to:
DW Toys
Returns Department
PO BOX 228
Hitchin, Herts
SG4 0WW
United Kingdom
If you have any questions, please contact us and we will be happy to help. This returns policy does not affect your statutory rights.