Refund and Returns Policy
100% Satisfaction Guarantee
Thank you for choosing Pocketpussy.co.uk. We guarantee that all products have been strictly inspected by our quality inspectors before shipment, but due to uncontrollable factors during transportation, some products will inevitably be damaged. When you receive the package, please check the product to make sure it is in normal condition. If there is a quality problem not caused by your personal factors, please keep all the packaging of the product, take a good photo, and do not use it. And contact us by email [email protected] within 24 hours, we will reply you within 24 hours.
If the product has been confirmed to have quality problems or is damaged during transportation, we will provide you with a return or exchange service.
Damage Compensation and Warranty
Due to the special nature of sex toys, for hygiene reasons, all our sales are final sales, and we will only refund or replace products that are defective upon arrival. In addition, we do not provide refund services for any other reasons.
- When the packaging is no longer in its original, complete, undamaged and unused state, there is no right to return. Therefore, upon receipt of the goods, please carefully check that there are no problems with the goods before opening the protective plastic film. (Please note that for hygiene reasons, we will not accept returns once the plastic bag is opened, unless the product is found to be defective or damaged when opened)
- If the item is damaged due to improper use, you are not entitled to a return or exchange. You must use common sense and take care of the item carefully to avoid the product being damaged.
- Please note that even if you do not like an item after receiving or using it, it will not be considered defective. Due to the nature of the product and its use, we are unable to provide a refund in this case. Thank you for your understanding.
We appreciate any feedback as it helps us work with the manufacturer to avoid repeating these issues in the future.
Wrong item received
Although our products are strictly checked before they are shipped, due to the large quantity, it is inevitable that there will be mistakes. Therefore, if you find that the product delivered to you is completely different from what you ordered, please contact us. If it is confirmed that it is our mistake, we will send you the correct product or refund you in full (if you do not want us to resend the correct product to you, we will refund you in full).
All you need to do is contact us and follow this process.
1. Contact us within 12-24 hours of receiving the goods to describe the photos or videos of the wrong product;
2. We will review the issue you raised and confirm the responsible party;
3. Pocketpussy.co.uk provides a solution;
- For incorrect items, if you can find a use for it and are willing to keep it, you can tell us and we will provide you with a certain purchase discount.
- If you do not want to keep the wrong item, please return the item to us. We will bear the shipping costs. Please contact our customer service before returning the item. You can send an email to [email protected] to get the correct address for return. We need your name and order number.
Please allow up to 3 business days from the date we receive your package to process your refund or exchange.
Order Cancellations
Order processing starts within 12 hours of receipt of your payments. So, please make sure your order is correct before you hit the submit button.
- (a). Cancellation made within 12 hours of purchase will incur a 5% transaction fee (Paypal or your bank charges, we do not charge any cancellation fee)
- (b). Cancellations made within 12-24 hours of purchase will incur a 20% cancellation fee.
- (c). If we have already shipped your order, then the order cannot be canceled, please understand.
For any cancellation request, You must notify us in time via email or online chat.
To cancel your order, please contact us. Email: [email protected] or Call us: +1 (203) 548-9557
Address Corrections
You are responsible for entering the correct shipping address when checking out with our online cart system. Our fulfillment system utilizes the same information to process shipping labels. In the event you enter the wrong address you “the user” will be responsible for address correction fees or for non-receipt of merchandise due to inaccurate information. This includes apartment numbers, suite numbers, and route boxes.
If you want to change the delivery address, please contact us within 12 hours. Otherwise, the address cannot be changed once the goods are shipped. You will be responsible for any losses caused by the wrong address, so please be sure to check whether the address is correct when filling it out.
Back Orders
Although we try our best to have all items in our catalog in stock at all times, occasionally we encounter situations where a third party cannot supply us with a particular product or materials as soon as we would like them to. Orders may also take longer than usual. In such situations, we will ship all available items to you upon receipt of your order and then we ship the back-ordered item or items as soon as possible without additional shipping charges. We do not back order items for International Customers. In the event you order an item that is not in stock, we will notify you by email.
How long will receive a refund?
We will process refunds if the customer order is eligible for a refund, and it takes 3 business days from the date we receive your package for us to process your credit or replacement. Customers can receive a refund in an hour if paid by PayPal or in 24 hours if paid by credit card.
Who pays the return shipping cost?
We will bear the shipping fee if customer receives incorrect or defective products. or customers will need to pay a shipping fee if return for no reason. Please contact us by [email protected] before returns.