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Refund policy

Returns and Refunds Policy

This policy explains your rights when you buy from DelighToys as a consumer in the United Kingdom, Ireland or the European Union. Nothing in this policy affects your statutory rights.

1. Changing your mind

You can cancel your order for any reason within 14 days of the day you receive it. If your order arrives in more than one parcel, the 14 days start from the day you receive the last one.

To cancel, email us at sales@delightoys.co.uk or delightoysuk@gmail.com and include:

  • your order number and the name on the order;
  • which item or items you are returning;
  • whether the seal or packaging has been opened;
  • the reason for your return, in as much detail as possible (for example, wrong size, not what you expected, ordered by mistake).

Your reason helps us improve our products and descriptions, so please share it in full. Giving a reason is not a condition of cancelling, and it will not affect your right to cancel.

We will reply with your return instructions and the return address, and you then have 14 days to send the items back. Please contact us as early as you can, as this lets us process your return faster.

2. Sealed intimate and hygiene products

Sex toys, intimate devices, lubricants, cosmetics, condoms and other products that come into close contact with the body are supplied in sealed packaging for health protection and hygiene reasons.

  • Seal unbroken: you can return the item within the 14-day period, complete with all accessories and in its original packaging.
  • Seal opened: once the seal or protective packaging has been opened after delivery, we cannot accept the item back for a change of mind, because it cannot be resold safely.
  • Faulty items are different: this never affects your rights if an item is faulty, damaged or not as described (see sections 4 and 5).

3. Lingerie and clothing

Lingerie and clothing can be returned within the 14-day period if unworn, unwashed, with tags attached, in the original packaging and with any hygiene liner still in place. Please try items on over your own underwear. If an item shows signs of wear or has been handled more than needed to check it, we may reduce the refund.

4. Faulty products

If a product does not work as it should, email us at sales@delightoys.co.uk or delightoysuk@gmail.com with:

  • your order number and the name on the order;
  • the item that is faulty;
  • a detailed description of the problem: what happens, when it started, and what you have already tried (for example, charging fully or fitting new batteries);
  • a photo or short video showing the fault, if possible.

The more detail you give us, the faster we can resolve it. Under consumer law you are entitled to a repair, replacement or refund depending on the fault and timing. This applies to all items, including opened sealed products and sale items. We cover the reasonable cost of returning faulty items.

Tip: some toys come with gift batteries that may be flat on arrival. Please try fresh batteries before reporting a fault.

5. Damaged or incorrect deliveries

Please check your parcel carefully when it arrives. If the contents are damaged or you received the wrong item, contact us as soon as possible, ideally within 48 hours, with photos of the outer box and the item. Reporting quickly helps us resolve the problem faster with the carrier. A dented box with undamaged contents does not need to be reported.

6. Sending items back

  • Do not send anything back before we have sent you return instructions.
  • Pack the item, with all accessories, in its original packaging inside a strong outer box.
  • For change-of-mind returns, the cost of postage is your responsibility. We will email you the return address and anything you need to include with the parcel.
  • We recommend a tracked service, as returns are your responsibility until they reach us.

7. Refunds

  • For a valid cancellation of a whole order, we refund the price of the goods and the standard delivery charge you paid. If you chose a more expensive delivery option, we refund only the cost of our cheapest standard delivery.
  • We refund within 14 days of receiving the items back, or of receiving proof that you have sent them, whichever is sooner. For faulty items, we refund or replace as soon as the fault is confirmed.
  • Refunds are made to your original payment method, with no fees. We do not offer direct exchanges: we refund the item and you can place a new order.

8. Contact

Email: sales@delightoys.co.uk or delightoysuk@gmail.com

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