SmootherVibes Returns & Refunds Policy

1. Introduction and Purpose

At SmootherVibes, your satisfaction is important to us. This policy outlines our procedures for returns, exchanges, and refunds on sex toy products purchased through our online store.

This policy applies to all products sold via our website unless explicitly stated otherwise. In accordance with UK consumer rights, you have the right to return certain products within a specific period, provided they meet the conditions outlined below.

2. Return Period

You may return eligible items within 30 days of receiving your order.

  • Items marked as final sale or discounted clearance are not eligible for returns or refunds.
  • Refunds will not be issued for returns initiated after the 30-day window.

3. Item Condition

Due to the intimate nature of our products, returned items must meet the following conditions:

  • New and Unused: Items must be unused, unopened, and in their original packaging with seals intact.
  • Hygiene Considerations: For safety and hygiene reasons, we cannot accept returns of used, opened, or unsealed products, even if only handled.

4. Return Shipping Costs

  • Customer Responsibility: Return shipping costs are the responsibility of the customer unless the item is faulty or damaged.
  • Trackable Shipping: We strongly recommend using a trackable postal service for your return. We cannot guarantee receipt of your return without tracking.

5. Refund Methods

We offer the following refund options:

  • Refund to Original Payment Method: Once approved, your refund will be processed to the original payment method.
  • Exchange: If your item is eligible, you may exchange it for a different item of equal value (e.g., colour or style variation).
  • Store Credit: You may choose to receive your refund as store credit for future purchases.

6. Exclusions

  • Damaged or Defective Items: We will gladly replace items if they are found to be defective or damaged upon arrival. Please contact us within 48 hours of delivery.
  • Final Sale Items: Products marked as "Final Sale" or "Non-returnable" are not eligible for return or refund.
  • Used Products: We cannot accept returns of any product that appears used or handled beyond inspection.

7. Return Procedure

  1. Contact Us: Email our customer service at support@smoothervibes.co.uk with your order number and reason for return.
  2. Receive Instructions: We will provide return instructions, including the return address and packaging guidance.
  3. Ship the Item: Send the item back in its original condition using a trackable shipping method.
  4. Inspection & Confirmation: Once received, we will inspect the item and notify you of the approval or rejection of your refund or exchange.

8. Late or Missing Refunds

  • First, check your bank or credit card statement.
  • Then, contact your payment provider—it may take time before your refund is officially posted.
  • If you’ve done all of this and still have not received your refund, please contact us at support@smoothervibes.co.uk.

9. Improper Returns

We reserve the right to reject returns that:

  • Are returned outside the 30-day window.
  • Are opened, used, or not in a resalable condition.
  • Are returned without prior contact or a valid reason under this policy.

10. Contact Information

SmootherVibes
Website: www.smoothervibes.co.uk
Email: support@smoothervibes.co.uk

This policy complies with UK consumer protection laws, including the Consumer Contracts Regulations 2013. For hygiene reasons, we cannot accept returns on intimate products that have been opened or used.