Refund policy
Last updated: 17 September 2026
We want you to be happy with what you bought. This page explains when you can return something, how the warranty works, and exactly what to do.
Please read the first line carefully, because this category has a rule that most do not.
Returns
Unopened items — 30 days
If you change your mind, you can return an unopened product within 30 days of delivery for a refund.
The product must be unopened, unused and in its original sealed packaging. For hygiene and safety reasons we cannot accept a return once the seal is broken, even if the product has not been used. This is standard across intimate wellness and it protects every customer, including you when you buy.
Opened items
An opened product can only be returned if it is faulty, damaged in transit, or not what you ordered. See Warranty below — that is the route for a product that stops working.
What a return costs
We pay return shipping if the item is faulty, damaged or wrongly sent. You pay return shipping if you have simply changed your mind. There is no restocking fee either way.
How to start one
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Email support@kisstoy.com with your order number and, if something is wrong with the item, a photo or short video.
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We reply within one business day with a return address and instructions.
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Send it back with tracking. We cannot refund a parcel that does not arrive, so please keep your proof of postage.
Do not send anything back before you have heard from us — an unannounced return cannot be matched to an order and will delay your refund.
Your refund
Once the return arrives and we have checked it, we refund to the original payment method within 5–10 business days. Original shipping charges are not refunded unless the item was faulty. How quickly the money appears after that is up to your bank.
Warranty
Every KISSTOY product is covered for 12 months from the date of delivery against manufacturing defects.
Register your product at kisstoy.com/vip and we extend that to 24 months. Registration takes a minute, it is free, and it also means we already have your purchase on file if you ever need to claim.
What is covered: a fault in materials or workmanship — a motor that fails, a control that stops responding, a charging fault, a seam or seal that gives way in normal use.
What is not covered: normal wear, damage from dropping or misuse, damage from using the wrong lubricant (silicone-based lubricant degrades silicone), damage from cleaning methods other than those on the Care & Cleaning page, and any product that has been taken apart or modified.
Making a claim
Email support@kisstoy.com with your order number, a description of the fault and a short video showing it. Video settles almost every claim on the first message, which is why we ask for it.
If the claim is valid we will repair or replace the product, or refund it, at our choice. We pay shipping both ways on a valid warranty claim.
If you registered at kisstoy.com/vip, your cover runs to 24 months and we already have your purchase on file, so a claim is faster. If you did not register, your 12-month cover still applies in full — registration extends it, it is never a condition of it.
Cancelling an order
If your order has not shipped yet, email us and we will cancel it and refund you in full. Once it has shipped, the return process above applies.
If something arrives damaged
Email support@kisstoy.com within 48 hours of delivery with photos of the product and the outer box. We will replace it. Please keep the packaging until the claim is settled — the carrier may ask to see it.
Getting in touch
support@kisstoy.com · Monday to Friday, 9:00–18:00 (GMT+8) · we reply within one business day.