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 £3.95 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.
Please Note: We are not responsible for incorrect or incomplete shipping addresses provided at checkout. Please ensure all address details are accurate before placing your order. If an order is submitted with an incorrect address and the parcel is marked as delivered by the courier, we will be unable to issue a refund. For deliveries to business addresses, please make sure the business name is clearly stated and that someone is available to accept the parcel during business hours. We cannot be held responsible for parcels that are delivered to a business address but are lost or misplaced after delivery confirmation.
Order Processing and Cancellation
We aim to process and dispatch orders as quickly as possible. Once an order has entered our fulfilment process, we may be unable to amend or stop it before dispatch.
If you wish to cancel an order, please contact our customer service team as soon as possible, quoting your order number. We will do our best to accommodate your request where the order has not yet progressed too far through processing.
If your order has already been dispatched, you may still exercise your statutory right to cancel within the applicable cancellation period, subject to any legal exceptions. Please refer to our Returns and Refunds Policy for details of your cancellation rights and the return procedure.
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 £3.95 return fee will be deducted from your refund and the postage will not be refunded. Please ensure unwanted items are unopened, unused, and everything is in a re-saleable condition; if the probe has been used, the price of the probe will be deducted from your order.
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
- 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.
- 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.
- 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.
