Returns & Refunds

1. Our promise

Every order is packed discreetly and checked before it leaves us. If there's a problem with your order, contact us and we'll work with you to put it right quickly and without judgement.

2. Changed your mind?

You can return an item within 14 days of delivery for a refund, as long as it is:

• unopened, unused and still in its original sealed packaging;
• in the same condition you received it; and
• returned with proof of purchase, such as your order confirmation email.

Unless the item is faulty or we sent the wrong thing, you're responsible for the cost of returning it, and for getting it back to us safely.

3. Items we can't take back

To protect everyone's health, we can't accept returns of the following unless they're faulty:

• toys and products that have been opened, used, or removed from their sealed packaging;
• lingerie and underwear that has been worn or had its hygiene seal removed;
• lubricants, oils, cleaners and other consumables that have been opened; and
• items damaged by misuse, accidents, or not following the care instructions, such as putting a non-waterproof toy in water.

4. Faulty, damaged or wrong items

If your item arrives damaged, stops working through no fault of your own, or isn't what you ordered, it's covered even if it has been opened or used.

• Contact us as soon as possible, ideally within 7 days of delivery for damaged or wrong items, with your order number, a short description of the problem, and a photo or video if you can.
• Before contacting us about a toy that won't work, try the steps in our troubleshooting guide. Most issues are a charging or power-button problem.
• Where an item is faulty, we'll repair it, replace it, or give you a refund, as required by the Consumer Protection Act.
• We'll cover the cost of returning faulty or wrong items, and we'll let you know the easiest way to send them back.

5. Product warranty

Some products come with a manufacturer's warranty, which is shown on the packaging or included instructions. If a product develops a fault during its warranty period, contact us and we'll help you with a repair or replacement. A warranty doesn't cover normal wear and tear, damage from misuse, or using the wrong lubricant or cleaner.

6. How to return an item

• Step 1: Email info@accropleasures.com or call +1 876 367 1616 with your order number and the reason for the return.
• Step 2: We'll confirm whether the item can be returned and give you return instructions.
• Step 3: Pack the item securely in its original packaging and send or drop it off as instructed.

Please don't send items back without contacting us first, as we may not be able to match an unexpected parcel to your order.

7. Refunds

Once we've received and checked your return, we'll email you to confirm your refund. Approved refunds are made to the original payment method, usually within 10 business days. Your bank or card provider may take a few more days to show the money in your account.

For change-of-mind returns, the original delivery charge isn't refunded. For faulty or wrong items, we refund the original delivery charge too.

8. Free gifts and promotions

If a free gift is faulty, we'll replace it where we can. If you return an item that qualified you for a free gift or discount, please return the gift too, or the refund may be reduced by its value. Items bought with a discount code are refunded at the price you actually paid.

9. Your delivery details

Please make sure your delivery address and phone number are correct and complete when you order. We can't be responsible for orders that are lost or delayed because of incorrect or incomplete details. If an order is returned to us for this reason, we'll contact you to arrange redelivery, and a new delivery charge may apply.