Returns & Refunds Policy

1) Eligibility & condition

• 30-day window: You may request a return within 30 days of delivery for eligible items.
• Condition required (change-of-mind): items must be unused, unopened, in original sealed packaging, with all accessories, manuals and tags.
• Proof of purchase: order number and email address used at checkout are required.
• Authorisation: unsolicited returns without approval may be refused or returned to sender.

2) Hygiene exceptions (intimate items)

3) How to start a return (RMA)

1. Email love@oh-yes-toys.co.uk within 30 days of delivery.
2. Include your order number, the item(s) you wish to return, and the reason. Attach clear photos if packaging is damaged or the item is faulty.
3. Wait for our instructions and, if applicable, a Return Authorisation number and return address.
4. Pack items securely in original packaging (or equivalent protection) to avoid transit damage.

Unauthorised returns or returns sent to the wrong address may be refused or significantly delayed.

4) Return shipping & labels

• Change-of-mind / wrong size or colour: return postage is paid by the customer.
• Faulty / incorrect item or our packing error: we cover reasonable return postage if pre-authorised (we may provide a prepaid label or reimburse standard tracked service).
• Risk in transit: you are responsible for the parcel until it reaches us. Use a tracked service and keep the receipt.

5) Refunds: method & timing

• Inspection: refunds are processed after we receive and inspect the return.
• Timing: up to 14 days after inspection to the original payment method (your bank/card may take an extra 1–2 billing cycles to post).
• Deductions: we may deduct for missing parts, damage, or signs of use inconsistent with eligibility; original shipping is non-refundable unless the return is due to our error or a fault.
• Exchanges: not offered; please place a new order once your refund is processed.

6) Faulty/DOA (dead on arrival) items

If confirmed faulty, we’ll arrange a suitable remedy under our Warranty Policy — repair, replacement, store credit, or refund.

7) Non-returnable items

• Opened or used intimate products (unless faulty).
• Items lacking original sealed packaging or missing hygiene seals where applicable.
• Gift cards, downloadable content, clearance items marked “Final Sale” (if stated on the product page).
• Items with strong signs of wear, contamination, or damage caused by misuse or inadequate packaging for the return transit.

8) Bundles, sets & gifts

• For bundles/sets, all components must be returned together in original sealed condition (unless reporting a single faulty component).
• Free gifts/promotional items included with the order should also be returned; otherwise their value may be deducted from the refund.

9) International returns & customs

• Clearly mark the parcel as “Returned Goods” to avoid customs charges on our side. If we are charged duties/fees due to incorrect declaration, these amounts may be deducted from your refund.
• We recommend tracked services for international returns and keeping proof of postage.

10) Return abuse & chargebacks

We may refuse service, deny returns, or close accounts in cases of abuse (e.g., wardrobing, frequent used-item returns, fraudulent claims). Chargebacks initiated without contacting us first may delay resolution; we provide carriers’ and warehouse evidence when disputing unjustified chargebacks.

11) Contact