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Hanky Spanky Returns Policies
ORDER WITH CONFIDENCE
Returns accepted within 14 days.
We know you want to make a buying decision quickly and have an enjoyable shopping experience. That's why we offer risk-free shopping with 14 day returns from your order date. Making a return is quick and easy and we are so confident that you will find something perfect in store - that we offer guaranteed satisfaction or your money back.
Returns are subject to the following conditions:
- We accept returns of items with manufacturing faults. Also we accept returns if you received the wrong item by mistake.
- We do not accept returns of used items unless they are faulty. If your used item breaks or becomes faulty within 14 days of your purchase you may return it to us completely free for a full refund or exchange.
- Due to the nature of the products we sell, we can't accept returns for unwanted / change-of-mind purposes after 14 days from your order. So please make your decision carefully before your purchase.
- Items returned must be in their brand new, unused, original condition with the original product packaging. Manuals, tags, product labels and all other accessories must be included with the return. Items such as lingerie and lube must be unopened, unused and/or unworn, and must also have their original packaging and tags still intact.
- Any shipping fees that we have paid to a courier are not refundable.
- You may only return a single item from an order.
We never resell or on-sell returned items. Returned items are either sent to the manufacturer or disposed of.
We charge 30% restocking fees if the item returns outside the 14 days money back period.
To return an item to us, please send us by email and we will get back to you with instructions.
CAN I EXCHANGE A PRODUCT?
Unfortunately we can't accept exchanges on any of our products unless you received the wrong item by mistake or if it is faulty. Please read carefully about sizing information provided on our website as it applies to all orders. Unless we do not provide sizing information, we cannot exchange products that are too big or too small so do choose wisely before placing an order.
CAN I CANCEL MY ORDER?
If you decide to cancel your order after you have paid, you have a short window to do so if the order hasn't already been picked, packed and dispatched. Get in touch straight away with your order number and we will do our best to stop the processing in time.
Please note that cancelled orders incur a 30% restocking fee. If your order has not yet been dispatched for shipping at the time of cancellation, we will refund the full shipping fee.
Orders already in transit with the courier cannot be cancelled.
If you have any questions about your purchase, please contact our customer care team before placing the order. We want to be sure that every question has been answered and will work with anyone who needs additional information or assistance to ensure that they are confident about their purchase.
WHAT CAN I DO IF THE ITEM THAT I RECEIVE IS FAULTY?
Hanky Spanky is committed to providing customers with high-quality products. Sometimes though supplier errors happen. So, if you do happen to receive a faulty or incorrectly manufactured item, we will replace it come rain or shine! Our team will do everything they can to resolve the issue promptly.
In the event that there is a fault with your product we are happy to replace your item. To arrange this, please contact us with the details of your fault within 7 days. Please include the details below:
- The order number
- A description of the fault
- A photo or video of the fault if you can
We will let you know what steps we are going to take with regards to returning the item to us, before we arrange for a replacement item to be sent to you.
If the same product isn't available, we will issue you with store credit to use towards purchasing a new item on our website. Our goal is always to provide excellent customer service and make sure that all customers are satisfied with their purchase.
We do not resell or on-sell returned products. Instead we send them back to their manufacturer for replacement or refund purposes only.
WHAT IS YOUR PRODUCT WARRANTY?
Our warranty policy covers products for 14 days from the date of purchase, unless a longer period has been specified by the manufacturer; in which case they take precedence over our own coverage.
We want you to be aware that our warranty doesn't cover accidents, misuse, general wear and tear. It does cover faulty goods and manufacturing defects.
INFORMATION ON RETURNING AN ORDER
Refund Time: We will process a refund or replacement within 21 days of receiving your returned parcel.
What You Need To Return: The item that you purchased along with its manuals, included accessories and packaging that came with your order. If we do not receive all items, we may not be able to process your refund or placement.
Unused Items: Please make sure that your item is unopened in original packaging, brand new/unused and completely undamaged, unless it is faulty. Include all packaging, instruction manuals and product accessories included with the order. Tell us if you are after a refund or an exchange. It will be processed as soon as possible and you will be emailed a confirmation when we receive your returned package.
Used items: Please take the time to make sure the item/s are cleaned thoroughly before posting to our warehouse. We do photograph each and every faulty piece of merchandise returned. If the item is found not to be faulty, it will make its way back to you, at your expense.
Faulty Items: Please provide clear details about the issue that you are having with the product and make sure that you have checked the batteries are charged and inserted correctly.
Lingerie: It is imperative that when trying on intimate garments for fit, you wear your own underwear underneath. Will not be able to accept soiled or damaged garments for refund or exchange. Retain the original packaging or we will not be able to accept your return.
Sex Dolls: These will not be replaced for damage, tears or any missuse.
Large & Heavy Sex Dolls: A 30% restocking fee is applied for any returned sex dolls. We do not accept used sex dolls for refund or exchange. If a sex doll is faulty, this will be investigated and we may only provide a replacement, not a refund.
International Customers: We can only refund the cost of your delivery if an item is found to be faulty.
We strongly recommend obtaining a proof of postage receipt from the post office and keep this until your refund has been processed.
Our Customer Care Team is available to help answer any questions you have before making your purchase.