We want you to love your experience with Orgasmart. But if something’s not quite right, here’s what you need to know about returns, refunds, and replacements.
🔐 Hygiene & Product Type Notice
Due to the intimate nature of our products, most items cannot be returned unless faulty. This is to protect your privacy and safety, and to comply with health and hygiene standards.
We cannot accept returns on:
- Items that have been opened or used
- Products removed from sealed packaging (e.g. shrink wrap or hygiene seals)
- Lingerie, toys, and lubricants that have been unsealed
📦 Returning Faulty Items
If your item is faulty, we’ll make it right. Here’s how:
- Contact us within 14 days of receiving your order.
- Include:
- Your order number
- A description of the fault
- A photo or video showing the issue (if applicable)
- We’ll let you know if the item needs to be returned and provide instructions.
✅ If the fault is confirmed:
- We’ll offer a replacement (where possible) or a refund
- Faulty products are covered for up to 12 months from the date of purchase
❌ If the returned item is found to be fully working:
- It will be treated as an unwanted item and may be returned to you at your cost
🚫 Returning Unwanted Items
We do not operate a “sale or return” model. However, if you change your mind, we may offer a return under the following conditions:
- You contact us within 14 days of receiving your order
- The item is unused, unopened, and in original packaging
- You are responsible for the cost of return shipping
- A restocking fee of 25% will apply
📌 We reserve the right to refuse returns that do not meet these conditions.
📬 Undelivered or Refused Deliveries
If your package is returned to us as undelivered, we can:
- Refund the product price (minus the original delivery cost and restocking fee)
- Or, resend the item for an additional shipping charge
🕒 Refund Processing
Once approved, refunds are issued within 7 working days to your original payment method.
If you’re returning an item after contacting us, please include:
- Your order number
- The reason for return
- Whether you’d prefer a refund or a replacement
📞 Need Help?
If you’re unsure whether an item qualifies for return, or if you’ve encountered a problem, just get in touch with our support team at support@orgasmart.co.uk or via our Contact page.
We’re always happy to help, discreetly and respectfully.