Refund policy

Use our simple online process to return an item. Before you start, please ensure you’ve read through our Refund Policy to ensure your returned item(s) meet the criteria.

If you’ve received something you no longer want, whether it’s the wrong size, or you just want to return it, we will be happy to offer an alternative or a refund. We give 30 days (from date of receipt) to return an item, all returns must be posted back to us within 30 days of the return being accepted.

When returning an order to us please be aware that you are required to pay for the return. UK customers will be provided with a return label and a £2 fee will be deducted from the refund. International customers are required to pay and liable for the return. As such, we recommend that you take out a tracked, insured return. Please ensure you keep your proof of return receipt safe and, if you want an alternative product, please state on your return request.

How to Change or Cancel your Order

Amending your order

As our warehouse is very quick to despatch orders, it it usually not possible to amend an order once it has been placed. If your order has already been despatched, follow our returns procedure below, ensuring the product is returned to our warehouse within 30 days.

If you’re quick, and your order has not yet left the warehouse, you can then change the delivery address or remove items from your order. Please contact our Customer Service team using our contact form to get in touch.

Cancelling your order

We allow up to 15 minutes from the time of your order for you to cancel it if you have made a mistake. After that time your order will have begun to be processed. Follow our returns procedure below should you have any unwanted products. You must return cancelled orders within 30 days from the initial order.

Returns

Change of mind, wrong size, or unsuitable products?

There are times when you may want to return an order that you feel is unsuitable. Excluding certain products that can't be returned (see below), we are happy to offer an alternative or a refund, as long as the product is returned to us unused and unopened, in its original condition with original seals intact and within 30 calendar days of receipt.

Please note: a £2 return fee will be deducted from your refund and the postage will not be refunded.

Damaged on arrival or wrong products were sent?

We're sorry if the incorrect item was sent or arrived damaged. We have a 14-day time frame for reporting this type of issue, however please contact us immediately on the day you receive it. We can't take up any issues with our couriers once past the 14-day period.

We require proof of damage or incorrect product, therefore please take a photo and email us at Sales@Kegel8.co.uk as we may require the order to be returned. Once received, we can then process a refund or replacement.

Faulty product?

In the unlikely event of a product developing a fault, please contact us immediately and send proof of the fault. If it's within warranty, we may require the product to be sent back to us to either fix or replace it.

If your order is over 30 days old, we are legally required to repair or replace before a refund can be offered.

International Returns

If you’re returning an item from outside the UK, we are not able to refund the cost of your delivery UNLESS the item is faulty. Please contact us to discuss your faulty item.

Once we have received your return, you can expect your refund to be processed within 14 days. Your refund should show on your account within 3 to 5 working days – please note that some banks make take longer than this.

Products that can't be cancelled or returned

You have the right to cancel your order for a full refund within 30 days, this doesn't apply to any of the following as these cannot be accepted once opened:

• Any products where the hygiene seal is broken/removed
• Intimate wellbeing products (Lubricants, Probes, Electrodes, Underwear)
• Any "used" products that represent a hygiene risk
• DVDs and books (due to copyright)
• Supplements

You’ll find some of the above are also subject to copyright protection too.

Your next steps

1. Please click on the link below to request a return (you will need your order number to hand). This will take you through the returns process step by step. Once submitted, you will be contacted within 24 hours (excluding weekends) by our Customer Service Team. Please ensure you provide as much information as possible so we can deal with your request quickly.
2. Package the items securely in a bag or box. Don’t forget to include a printout or copy of your order details. Attach the returns label on the outer box, not on the product package.
3. You are responsible for any returned goods until they reach our warehouse. Please obtain proof of postage when returning any product to us. Once your return is received, it can take up to 14 working days to be processed. You will be contacted via our Customer Service Team to discuss the next steps.

Please note: If you opt for a refund, this can take a further 3-5 working days to be processed depending on who you bank with.

Click Here To Start A Return

Terms and conditions

• It’s important that any unwanted item, unless faulty, is returned in a resalable condition. You should keep all original packaging and labels unopened, undamaged and unused. Hygiene seals must not be removed.
• Excluded products, unless faulty do not qualify for a refund.
• For online and telephone purchases you’ll be refunded the standard delivery charge, provided you return the full order. Return only some of the items and you’ll only be refunded the cost of the returned items.
• Returns are not accepted past 6 months from the date the order is received by you, unless covered by a manufacturers warranty.
• If you contact us after 30 days from receipt of your goods, we can only offer a cash refund if we are unable to replace or repair your goods.