Terms & conditions

These terms apply when you buy from Xtoys.UK. They do not affect your statutory rights as a consumer.

Last updated: August 2026

1. Who we are

Xtoys.UK is a trading name of FTV London Ltd, a company registered in England and Wales under company number 07685945. You can contact us at hello@xtoys.uk.

In these terms, "we", "us" and "our" mean FTV London Ltd; "you" means the person placing the order.

2. Age restriction

Our products are intended for adults. You must be 18 or over to buy from us, and by placing an order you confirm that you are. We may cancel any order where we reasonably believe this is not the case.

3. How a contract is formed

Placing an order is an offer to buy. A contract is formed only when we send you an email confirming that your order has been accepted and dispatched. An automatic acknowledgement of receipt is not acceptance.

We may decline or cancel an order before dispatch — for example if the item is out of stock, if payment cannot be taken, if there is an error in the price or description, or if we cannot deliver to your address. If we do, we will tell you and refund in full any amount already taken.

4. Prices, VAT and payment

All prices are in pounds sterling and include VAT at 20% where it applies.
Delivery charges are shown separately at checkout before you pay.
Payment is taken at checkout by our payment provider. We never see or store your full card number.
Your payment will appear on your statement as “XTU Retail”.

We take care with pricing, but if we discover a genuine error before dispatch we will contact you to confirm the correct price or cancel the order and refund you. We will never simply charge you the higher amount.

5. Delivery

Delivery options, costs and estimated timings are set out on our delivery page. Timings are estimates, not guarantees.

Unless we agree otherwise, we will deliver your order without undue delay and within 30 days of the contract being formed. If we miss that, you may treat the contract as at an end and receive a full refund. Goods are your responsibility once they are delivered to the address you gave us; risk passes on delivery.

6. Your right to cancel (change of mind)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel most online orders within 14 days of receiving them, without giving a reason. To do so, tell us clearly before that period ends — email returns@xtoys.uk with your order number. You then have a further 14 days to send the goods back.

Important exception — sealed intimate products. Under regulation 28(3)(b) of those Regulations, the right to cancel does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons, once they have been unsealed. In practice: if the manufacturer's seal or hygiene packaging on an intimate product has been opened, we cannot accept it back unless it is faulty. Items that are still sealed and unopened can be returned as normal. This does not affect your rights if goods are faulty, damaged or not as described.

Where cancellation applies, we refund the price you paid plus our standard delivery charge (we do not refund the extra cost of an upgraded delivery option) within 14 days of receiving the goods back, or of proof that you have sent them. Return postage is at your cost unless the item is faulty. Full detail is on our returns & refunds page.

7. Faulty or misdescribed goods

Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose and as described. If they are not:

within 30 days of delivery you can reject them and get a full refund;
after 30 days and within six months you can ask for a repair or replacement, and a refund if that is not possible;
these rights are in addition to, not instead of, the cancellation right above.

We pay return postage on faulty items. We may ask for a photograph first, simply to save you the trouble of posting.

8. Product information

We describe products as accurately as we can, using information supplied to us by manufacturers and distributors. Photographs are illustrative — colours and finishes can vary slightly between screens and production batches, and pack sizes can change. Nothing on this site is medical advice. Always read the manufacturer's instructions and any safety warnings before use, and use products only as intended.

9. Availability

Stock levels shown on the site are our best current information but can change between you ordering and us packing. If an item turns out to be unavailable we will contact you and refund it in full.

10. Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

We do not exclude or limit our liability in any way where it would be unlawful to do so — including liability for death or personal injury caused by our negligence, for fraud, or for any breach of your legal rights in relation to the goods. As you are a consumer, nothing here affects those rights.

11. Events outside our control

We are not liable for delays or failures caused by events outside our reasonable control. If such an event occurs we will contact you as soon as possible and, where the delay is substantial, you may cancel and receive a full refund for anything not yet delivered.

12. Your account

If you create an account, keep your login details confidential and tell us promptly if you think someone else has used them. We may suspend or close an account that is being used fraudulently or in breach of these terms.

13. Intellectual property

The text, layout, graphics and editorial content of this site belong to us or our licensors and may not be copied or reproduced commercially without permission. Product images and brand names remain the property of their respective owners.

14. Privacy

How we handle your personal data is set out in our privacy policy, which forms part of these terms.

15. Complaints

If something has gone wrong, email hello@xtoys.uk with your order number and we will acknowledge within two working days and aim to resolve it within 14 days. If we cannot resolve it between us, you may be able to use an alternative dispute resolution scheme, and you retain the right to take court proceedings.

16. Changes to these terms

We may update these terms. The version that applies to your order is the one published on this page when you placed it, so the date above matters.

17. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own courts.