Returns & Refunds policy
This Returns & Refunds Policy explains how we handle returns, exchanges and refunds for orders placed on [www.minetoybox.com]. It should be read together with our Terms & Conditions.
1. Your legal rights
Nothing in this policy affects your statutory rights under UK law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
For most online purchases, you have a 14‑day “cooling‑off” period from the day after you receive your order to tell us you want to cancel.
You then have another 14 days to send the items back.
If goods are faulty, misdescribed or not fit for purpose, you may be entitled to repair, replacement or refund, including a full refund within 30 days of delivery.
Because we sell intimate products, some items are exempt from change‑of‑mind returns for hygiene reasons (see section 3).
2. Change‑of‑mind returns (unwanted items)
For standard, non‑exempt items bought online:
You can cancel your order within 14 days of receiving it by emailing us at [support@minetoybox.com] with your order number and details.
After telling us, you have 14 days to send the items back to us.
Items must be returned in their original condition, unused, unopened and in their original sealed hygienic packaging (including any tamper‑evident seals intact).
If items have been used, opened in a way that goes beyond what is necessary to inspect them, or are not in a resaleable condition, we may reduce your refund to reflect any loss in value.
Unless the item is faulty or we made an error, you are responsible for the cost of returning the goods and for keeping proof of postage.
3. Hygiene‑sensitive and non‑returnable items
Due to the intimate nature of our products, we cannot accept change‑of‑mind returns for:
Any product that has been opened, unsealed, used or worn (including sex toys, lubricants, intimate accessories and similar items).
Products where the hygiene seal or protective packaging has been broken.
Personalised or made‑to‑order items, unless faulty.
These restrictions exist to protect our customers’ health and safety and are permitted under UK distance selling rules for sealed goods that are not suitable for return once unsealed for health protection or hygiene reasons.
4. Faulty or damaged items
If your product is faulty, damaged or not as described, contact us as soon as possible at [support@minetoybox.com] with:
Your order number.
A description of the issue.
Clear photos or video of the fault or damage where possible.
Your legal rights for faulty goods include:
Up to 30 days from delivery: you may be entitled to a full refund if the item is faulty, unsafe, or not as described.
After 30 days and within 6 months: you are normally entitled to a repair or replacement; if that’s impossible or fails, you may be entitled to a refund.
Where an item is confirmed faulty, we will cover reasonable return postage costs or provide a pre‑paid returns label, and we will refund you (or replace the item) in line with your legal rights.
5. How to return an item
To request a return:
Email [support@minetoybox.com] within the relevant time period (see sections 2 and 4).
Wait for our response with your Return Authorisation and return instructions.
Pack the item securely, ideally in the original outer packaging, and include your name, order number and reason for return.
Send the parcel to the returns address provided, using a tracked service where possible and keeping proof of postage until your return is processed.
We cannot be responsible for items lost in transit on their way back to us if you do not have proof of posting or tracking.
6. Refunds
Once we receive and inspect your returned items:
We will let you know whether your refund has been approved.
Approved refunds will be processed to your original payment method within 14 days of us receiving the returned goods.
Unless an item is faulty or we made an error:
We will refund the cost of the product(s) returned.
We will refund the cost of standard delivery where required by law, but not any extra you paid for upgraded delivery, such as express or next‑day services.
Return postage costs are your responsibility (see section 2).
If goods are returned damaged (beyond reasonable handling) or not in a resaleable condition, we may reduce the refund to reflect the diminished value, in line with consumer law.
7. Exchanges
We currently [do / do not] offer direct exchanges.
If we do not offer exchanges, please place a new order for the item you want and request a refund for the original item in line with this policy.
If we do offer exchanges, they will be processed once we receive the original item back in acceptable condition.
8. Contact us
If you have any questions about this Returns & Refunds Policy or need help with a return, please contact us at:
Email: [support@minetoybox.com]
Address: [Business name, registered address]
We recommend you keep a copy of this policy for your records and check it periodically, as we may update it from time to time to reflect changes in law or our business.
If you tell me your exact business name, address and whether you want to allow any “mystery box” returns, I can drop those into this text so it’s fully ready to publish.