Returns & Refunds
Returns & Refunds Policy
Unused / unopened Products : Products must be unopened, unused or unworn and have packaging or tags intact
If return item has been used upon examination then we are very sorry to say we wont be able to issue refund. If we find that the item is in used condition this will be returned to you at your expense.
We want you to be completely confident about every order you place, so we have an easy and hassle free 30 Day Warranty on faulty products from the date in which the product arrives to you.
We want all of our customers to be happy with their purchase, so if you think you have received a product that is faulty we will gladly resolve the issue. Secret Play will be happy to exchange the product free of charge, swap for a similar priced item of your choosing or refund the full value of the product if it is indeed found to be faulty upon inspection by a Secret Play staff member. We are happy to cover all costs in relation to the return of the faulty product and the sending of a new product back to a customer. Any costs paid by the customer in posting a faulty item back to us will be reimbursed once the product is confirmed to be faulty.
Buyer must notify us within 30 days from the date of arrival of their product to be eligible for any refund, replacement, exchange or store credit.
Before returning a faulty product
In many cases, returned products actually work fine when tested, but the batteries have not been inserted correctly or the batteries have insufficient power. Before returning a faulty sex toy or product, we do please ask that our customers follow a few simple testing points as follows:
• Make sure you are using the correct batteries.
• Make sure the batteries have been inserted correctly.
• Ensure the battery compartment has been screwed on tightly and appropriately.
• Try new batteries.
• Make sure battery connectors are not wet or have moisture on them.
• If rechargeable, make sure you have sufficiently charged the toy.
• Press the buttons correctly. Some power buttons need to be held for up to 5 seconds.
How to return a faulty item
Once you have received communication and approval from a Secret Play customer service, please send the faulty product back to us at the following address:
Secret Play
2 Narborough Road South,
Leicester, LE3 2FN
United Kingdom
When returning your product, please make sure you provide the following details:
• Your full name. • Your order number. • Reason why you are returning the product.
• Your instructions notifying us how you would like the issue resolved (i.e. a replacement, refund or an exchange).
We do ask that you retain a tracking number along with the return so as to ensure that it can be traced and for confirmation of return to us.