XtoysReturns & refunds
We want you to buy with confidence. Here's exactly how returns work — including where hygiene rules apply, and why.
14-day returns on unopened items
You can cancel most orders within 14 days of delivery without giving a reason, under the Consumer Contracts Regulations 2013. Tell us within that period and you then have a further 14 days to send the goods back. Items must be unopened and in their original sealed packaging — see the hygiene rule below.
Hygiene rule on intimate products
Once the hygiene seal on an intimate product is opened, it cannot be returned unless it is faulty.
This is not us being difficult — regulation 28(3)(b) of the Consumer Contracts Regulations specifically removes the cancellation right for sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. It exists to protect every customer, including you when you buy. It does not apply if the item is faulty, damaged or not as described, where your rights are untouched.
Still sealed and unopened? Send it back as normal within the period above.
Faulty, damaged or wrong items
Under the Consumer Rights Act 2015, what we sell must be of satisfactory quality, fit for purpose and as described. If it isn't:
- Within 30 days of delivery — reject it for a full refund.
- After 30 days, within six months — a repair or replacement, and a refund if neither is possible.
- We pay return postage on faulty items, and we refund the delivery you originally paid.
- The hygiene rule above does not limit any of this.
A photo often saves you posting anything at all, so send one if you can.
What you get back
- The price you paid for the returned item(s).
- Our standard delivery charge. If you chose a faster paid option, we refund the standard rate, not the upgrade — unless the item was faulty, in which case we refund it all.
- Refunds go to your original payment method within 14 days of us receiving the goods back, or of you proving you sent them. In practice it is usually faster; your bank may take a few days to show it.
- We may reduce a refund to reflect handling beyond what is needed to inspect an item — the same as you could in a shop.
Return postage
For change-of-mind returns, return postage is at your cost and the item is your responsibility until it reaches us — please use a tracked service and keep the receipt. For faulty items we cover the cost.
How to start a return
No account, or bought as a guest? Email us instead:
- Email returns@xtoys.uk with your order number and which item(s) are coming back.
- We reply with the return address and instructions. Please don't send anything back before you have those — unexpected parcels are slower to match to an order.
- Once it arrives and is checked, we refund to your original payment method.
You do not have to use a form, but if you prefer one you can simply write: "I hereby give notice that I cancel my contract of sale for the following goods [item], ordered on [date], order number [number]."
Discretion
Returns are handled as quietly as orders — plain packaging, and nothing on any correspondence indicating the contents.
Nothing on this page affects your statutory rights. Full terms are on our terms & conditions page.