Refunds, returns and product issues

Because intimate products involve personal-use and hygiene considerations, return eligibility differs from ordinary consumer goods. This policy explains how KinksterHub handles damaged, defective, incomplete or incorrect items, change-of-mind requests and authorized returns.

This policy does not limit mandatory consumer rights that apply in a customer’s country or region.

Reporting damaged, incomplete or incorrect deliveries

Please report visible shipping damage, missing contents or an incorrect item within 15 days of the carrier-confirmed delivery date so that we can review the packaging and fulfilment records promptly. Defects that could not reasonably have been identified within that period will be reviewed according to the product, the issue, the available evidence and applicable law. This reporting request does not limit mandatory consumer rights.

Contact us as soon as the issue is identified. Delaying a report can make it harder to verify product condition, shipping damage or missing contents.

Issues covered by the review process

Examples include:

• an item damaged in transit;
• a manufacturing or functional defect;
• an incorrect product or variation sent by KinksterHub or a fulfilment partner;
• a missing item or component;
• an item that materially differs from the confirmed order or the dimensions presented for that product when the order was placed;
• an electronic or mechanical function that does not operate as described, after reasonable troubleshooting.

Normal wear, accidental damage, misuse, unsupported modification, failure to follow care instructions or incompatibility that was disclosed before purchase may not qualify as a product defect.

Evidence required

Depending on the issue, we may request:

• the order number and checkout email;
• clear photographs of the complete item;
• close photographs of the reported fault;
• photographs of the outer packaging, shipping label or product label;
• a short video showing an electronic or mechanical fault;
• a photograph of all received contents when an item or accessory is missing;
• measurement photographs when the physical dimensions materially differ from the product page.

Do not send intimate photographs or videos showing the product in use. Evidence should show only the product, packaging, measurements and reported issue.

Do not send passwords, full payment-card numbers or card security codes.

Assessment

Submitting evidence does not automatically guarantee a refund or replacement. KinksterHub will review the evidence, product condition, order record, product information and fulfilment details.

We may request reasonable additional information or troubleshooting where necessary to understand an electronic, mechanical or compatibility issue.

Available resolutions

Depending on the verified issue and available stock, KinksterHub may offer:

• a replacement item or missing component;
• a refund to the original payment method;
• another appropriate resolution agreed with the customer;
• return instructions where physical inspection or return is required.

The appropriate resolution depends on the nature of the issue, evidence, product, availability and applicable law. An immediate refund or replacement is not guaranteed before assessment.

Authorized return shipping

Do not send an item back without written return authorization and instructions.

When KinksterHub requires a return for a verified quality or fulfilment issue, we will provide instructions and cover reasonable authorized return-shipping costs. KinksterHub may not reimburse an unauthorized shipping method, unapproved express charge or package sent to an address not provided by support.

Change-of-mind returns

Due to the personal and hygienic nature of intimate products, KinksterHub does not normally accept change-of-mind returns.

Where applicable law provides a right to return an eligible unopened item, the product must remain unused and its product packaging, hygiene seal or tamper-evident seal must be intact. Contact support for authorization before returning any item.

Meaning of unopened

The following conditions apply to any change-of-mind return that KinksterHub agrees to accept or that is required by applicable law. They do not prevent review of a verified defect, shipping damage or fulfilment error.

“Unopened” means:

• the product has not been used, worn, washed, charged, powered on for use or brought into contact with the body;
• the product packaging, hygiene seal or tamper-evident seal remains intact;
• included components, manuals and accessories remain complete;
• there are no stains, odours, scratches or signs of handling beyond what is legally permitted.

Opening the outer shipping carton alone does not count as opening the product.

Products without a consistent hygiene seal will be assessed individually according to their packaging, condition and applicable law.

Incorrect size or personal fit

Choosing an incorrect size is not considered a product defect. Products cannot normally be returned or exchanged solely because the selected size does not fit, feel comfortable or match a customer’s preference.

Review all listed dimensions before ordering. Labels such as Small, Standard or Large are not consistent across every product. Contact support before ordering if you need help interpreting listed measurements.

If the item received materially differs from the dimensions shown on the product page, report the issue within 15 days with measurement evidence. We will review it as a product-information or fulfilment issue.

KinksterHub can explain published dimensions but cannot remotely assess anatomy, medical suitability, comfort or guarantee personal fit.

Items that may not qualify

Subject to mandatory local rights, a request may not qualify when it relates only to:

• change of mind;
• incorrect size selected by the customer;
• preference regarding appearance, feel or intensity where the product matches the description;
• an opened or used intimate product without a verified defect;
• damage caused by misuse, accident, unsupported modification or improper cleaning/storage;
• app, operating-system or third-party-service changes that were outside KinksterHub’s control and not misrepresented at purchase;
• missing packaging or components that prevents reasonable assessment;
• a return sent without authorization.

Order cancellation before dispatch

Contact us immediately to request cancellation. Cancellation is possible only before the order has been submitted to the fulfilment warehouse or carrier. It is not guaranteed once processing begins.

The WooCommerce unpaid-order timer may automatically cancel an unpaid pending order after 60 minutes. This is separate from cancellation of a successfully paid order.

Refund method and timing

Approved refunds are submitted to the original payment method unless another method is required by law or agreed for a documented reason.

After KinksterHub issues a refund, the payment provider and customer’s bank control final posting time. We will confirm when the refund has been submitted but cannot guarantee the date on which a bank or wallet displays it.

Original or supplementary delivery charges are handled according to the reason for the refund and applicable law.

Payment disputes

Contact support first when possible so we can review an order or product issue. A payment dispute does not replace the need to provide relevant evidence and may limit our ability to issue a separate refund through the original transaction while the dispute is active.

Nothing in this section prevents a customer from using rights available through their bank, payment provider or applicable law.

Contact the after-sales team

Primary after-sales record:

• Email: [email protected]

Additional contact route:

• WhatsApp: https://wa.me/14422171452

For lost-in-transit or delivered-but-missing cases, first review the Shipping Policy and then contact the after-sales team with the order number and tracking details.

Include the order number, checkout email, issue description and the evidence listed above. Do not send intimate in-use images or sensitive payment information.

Read the Shipping and Discreet Packaging Policy