Refund policy

Last updated: 27 July 2026

At NaughtyNest, we want you to love what arrives at your door. Because we sell intimate products, returns work a little differently than at a typical online shop — please read this policy carefully before placing your order, and especially before opening any sealed packaging or breaking a security seal.

This policy sits alongside your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy is intended to limit those rights.

1. Quick summary

  • 14 days to request a return on unwanted items — but only if the hygiene seal is intact.
  • Sealed intimate products that have been opened are non-returnable and non-refundable for hygiene reasons. This is permitted under UK consumer law.
  • Love dolls and TPE dolls: the same 14-day window applies, but only while the tamper-evident hygiene sticker on the doll's inner bag remains fully intact. Once that sticker is broken or removed, the doll cannot be returned or refunded for hygiene reasons.
  • Faulty items are covered by a 12-month guarantee from the date of delivery.
  • Return postage for unwanted items is paid by you. Faulty items are handled at our expense once the fault is confirmed.
  • Orders returned to us by the courier because they could not be delivered may be subject to a restocking fee (see Section 5).

2. Your right to cancel (unwanted items)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving it. To return an unwanted item, all of the following must apply:

  • The item is unused and in its original, unworn condition.
  • The item is in its original packaging, with all tags, manuals, and accessories included.
  • The hygiene seal, security seal, shrink wrap, and any factory seals are fully intact and have not been removed, broken, or tampered with.
  • You contact us at contact@naughtynest.co.uk within 14 days of delivery to request a return authorisation before sending anything back.

Hygiene exemption — please read carefully

In line with Regulation 28(3)(b) of the Consumer Contracts Regulations 2013, sealed goods which are not suitable for return for reasons of health protection or hygiene are excluded from the right to cancel once they have been unsealed.

This means that any intimate product — including but not limited to vibrators, dildos, masturbators, plugs, cock rings, prostate toys, lubricants, condoms, lingerie, hosiery, love dolls, TPE dolls, and any item that comes into contact with the body — cannot be returned or refunded once the hygiene seal, security seal, shrink wrap, blister pack, or product packaging has been opened, even if the item itself has not been used.

Please make sure you are happy with your order before breaking any seal.

Love dolls and TPE dolls — seal condition

Every love doll is supplied with a tamper-evident hygiene sticker sealing the inner bag that holds the doll. You may return an unwanted doll within the standard 14-day window only if that sticker is completely intact and has not been peeled, cut, broken, or otherwise removed. Because a love doll is an intimate product made from body-contact material, once the sticker is broken or removed the doll cannot be returned or refunded for reasons of health protection and hygiene, even if it has not been used. You are welcome to open the outer shipping box to inspect it, but please be certain of your order before breaking the hygiene sticker on the inner bag.

Items that are always non-returnable

  • Opened intimate products of any kind (see above).
  • Love dolls and TPE dolls once the tamper-evident hygiene sticker on the inner bag has been broken or removed.
  • Lingerie, hosiery, and swimwear where the hygiene strip or seal has been removed.
  • Lubricants, oils, creams, and other consumables once opened.
  • Items sold as part of a clearance, "final sale", or "as-is" listing.
  • Gift cards.

3. How to return an unwanted item

  1. Email us at contact@naughtynest.co.uk within 14 days of delivery with your order number and the reason for the return.
  2. Wait for our reply with a return authorisation and the return address. Please do not send anything back before receiving this — unauthorised returns may be refused. Where an item is returned to a warehouse without authorisation, the parcel may not be traceable, or may arrive in a condition that prevents resale, and in those cases no refund can be issued.
  3. Pack the item securely in its original packaging.
  4. Ship the parcel back to us at your own cost. We strongly recommend using a tracked and insured service — we cannot process a refund for an item that does not reach us.
  5. Once we receive and inspect the item, we will issue your refund to the original payment method within 14 days.

If your return does not meet our conditions

If we receive an item that has been opened, unsealed, used, damaged by the customer, or returned outside the 14-day window, we reserve the right to:

  • Refuse the refund, and
  • Return the item to you at your cost, or hold it for collection.

We will always contact you first to explain.

4. Faulty items (12-month guarantee)

We stand behind our products. If something arrives damaged, develops a fault, or stops working as it should within 12 months of delivery, we will help put it right.

Your statutory rights

Under the Consumer Rights Act 2015:

  • Within 30 days of delivery, you are entitled to a full refund for a faulty item (the "short-term right to reject").
  • Between 30 days and 6 months, we will offer a repair or replacement. If that is not possible, you are entitled to a refund.
  • Between 6 and 12 months, we will assess the fault and offer a repair, replacement, or refund where appropriate. After 6 months, the burden of demonstrating the fault sits with you.

How to report a fault

  1. Contact us first at contact@naughtynest.co.uk with your order number and a clear description of the issue. Please do this before returning anything. Any suspected quality issue should be reported on the day the parcel is delivered / signed for, so that we can raise it with the warehouse or manufacturer while the evidence is fresh.
  2. Photo and video evidence: to help us assess the fault quickly and liaise with the manufacturer, we may ask for photos and a short video. For a damaged delivery this means a photo of the outer box, a photo of the shipping label, and a photo of the damaged product. For a functional fault, a short video should clearly show:
  • The product with batteries inserted or fully charged.
  • The product being powered on and off.
  • The fault occurring during normal use.

Providing this evidence upfront usually speeds things up significantly. If a video is not possible, please let us know and we will work with you to find another way to assess the issue.

  1. Assessment: once we have your information, we will review the fault. In some cases we will need to liaise with our distributor or the manufacturer, which can take a little longer — we will keep you updated.
  2. Outcome:
  • If the fault is confirmed, we will offer a replacement first. If a replacement is not available, we will issue a refund or store credit (your choice).
  • If we ask you to return the faulty item, we will cover the return postage.
  • If, after inspection, the item is found to be in full working order, we will return it to you and the original cost may be re-charged. Return postage in this case is at your expense.

Love dolls (TPE) — what counts as normal, and what is not a fault

Our love dolls are made from TPE (thermoplastic elastomer). TPE is a soft, skin-like material, and the points below describe normal characteristics of the material and of ordinary use. These are not manufacturing faults and are not covered by the guarantee:

  • Face makeup wearing off. The doll's facial makeup is hand-painted onto the TPE surface and will naturally rub, fade, or transfer with handling and use over time. Makeup coming off during use is a normal characteristic of the material, not a quality defect.
  • Posing limits and the skeleton. The doll uses a standard poseable internal skeleton. It should only be moved into natural positions that a human body could hold — that range is the limit. The joints must not be forced, over-bent, or wrenched beyond their natural movement. Damage caused by forcing a pose beyond the skeleton's natural range is misuse and is not covered. Please follow the instruction manual supplied with the doll.
  • Minor surface marks and light seam lines that are typical of moulded TPE and do not affect use.

What is not covered by the guarantee

  • Damage caused by misuse, accidents, drops, or failure to follow the product instructions.
  • For love dolls: makeup transfer or wear, and any damage caused by forcing the skeleton beyond its natural range of movement (see above).
  • Damage caused by using the product with incompatible lubricants (for example, silicone lube on a silicone toy, or oil-based products on TPE).
  • Normal wear and tear, fading, or cosmetic marks from use.
  • Damage caused by failing to clean, powder, charge, or store the product correctly.
  • Batteries supplied with a product (these are consumables).

5. Undelivered orders returned to us

If your order is returned to us by the courier because it could not be delivered — for example, because the parcel was not collected from a pick-up point, the address provided was incorrect, or delivery was refused — the following applies:

  • We will contact you to let you know your parcel is back with us.
  • If you would like the order resent, new shipping charges will apply.
  • If you would like a refund, we will refund the cost of the item(s) only. Original shipping charges are non-refundable, and a restocking fee of up to 25% may be deducted to cover repackaging, return handling, and re-stocking costs where the failed delivery was caused by something within your control (for example, an incorrect address, refusal to accept delivery, or failure to collect from a pick-up point within the carrier's time window).
  • No restocking fee will be applied if the failed delivery was caused by the courier or by us.

If we do not hear back from you within 30 days of contacting you about a returned parcel, we reserve the right to dispose of the goods, and no refund will be due.

6. Refunds

  • Approved refunds are issued to the original payment method.
  • Please allow up to 14 days from the date we receive your return for the refund to be processed, and a further few working days for it to appear on your statement, depending on your bank or card provider.
  • Original shipping charges are only refunded where the entire order is faulty, was sent in error, or where you are exercising your full 14-day right to cancel under the Consumer Contracts Regulations.
  • Store credit, if issued, is valid for 12 months from the date of issue.

7. Cancelling an order before it ships

If your order has not yet been dispatched, we can usually cancel it for a full refund. Email us as soon as possible at contact@naughtynest.co.uk with your order number. Once an order has been handed over to the courier, it will need to be treated as a return under this policy.

8. Discreet returns

We understand that discretion matters. All return correspondence from us uses the trading name on your order, and we will never reference product details on the outside of any package or in any communication that could be seen by someone other than you.

We ask that you also use discreet packaging when returning items to us, with no reference to the product on the outside of the parcel.

9. Damaged or incorrect items on arrival

If your parcel arrives visibly damaged, or if you receive the wrong item, please contact us within 48 hours of delivery with:

  • Your order number.
  • Photos of the outer packaging and the shipping label.
  • Photos of the item(s) received, clearly showing the damage.

We will sort this out quickly at no cost to you.

10. Contact us

For anything related to returns, refunds, or faulty items, please email:

contact@naughtynest.co.uk

We aim to respond within one working day (Monday to Friday, UK time).

11. This policy and your statutory rights

This policy is provided in addition to, and does not affect, your statutory rights as a consumer in the United Kingdom under the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, and any other applicable consumer protection law.

Naughty Nest is a trading name of DE-DE SOLUTION LTD, registered in England and Wales under company number 16841073, with registered address at Flat 1, 12 Hamilton Road, Bournemouth, Dorset, BH1 4EH, United Kingdom.