Returns & Refunds Policy

Last Updated: September 29, 2026

The Short Version

• 30-Day Quality Guarantee: if a product is defective, damaged in transit, not as described, or missing from your order, we'll replace it or refund you. Just let us know within 30 days of delivery.
• No need to send anything back: for hygiene reasons, we don't take intimate products back. We resolve issues with a replacement or refund instead.
• Changed your mind? You can cancel free of charge within 3 hours of ordering, before your order goes to fulfillment. After that, change of mind isn't covered, but we look at every request individually.
• Fast answers: email support@thedildohub.com. We reply within one business day, usually within a few hours.
• Your legal rights come first: nothing in this policy limits your rights under consumer protection law.

Who This Policy Covers

This policy applies to all orders placed at TheDildoHub.com. It works together with our Terms of Service, Shipping Policy, Privacy Policy and Legal Notice.

We currently do not ship to the European Union. EU customers are encouraged to shop with local retailers, to avoid the import duties and taxes that apply to orders from the United States.

Why We Don't Accept Change-of-Mind Returns

Intimate products are personal-hygiene items. Once a product leaves our fulfillment center, we can't verify that it hasn't been opened, used, or stored in unsuitable conditions. That means we can never put a returned intimate product back on sale. Any product that comes back to us is destroyed.

For that reason, as a matter of store policy, we don't accept returns or exchanges for change of mind, size, fit, texture, firmness, color or other personal preference, whether or not the item has been opened. It also means every product you receive from us is new and has never been sold to anyone else.

That said, we look at every request individually. If you've changed your mind about a purchase, email us. Change of mind isn't covered by this policy, but we often offer a courtesy refund or exchange at our discretion.

Before You Buy

Our product pages include the specifications supplied by the manufacturer, such as dimensions, materials, power source and care instructions. Please check measurements and materials carefully. If you're unsure whether a product is right for you, email support@thedildohub.com before ordering and our team will help you compare options.

Cancelling an Order

You can cancel your order for a full refund, no questions asked, if you contact us within 3 hours of placing it and before it has been sent to fulfillment. Orders are often processed within hours, so please act quickly.

Email support@thedildohub.com with the subject line "CANCELLATION – Order #[your order number]", and include the name and email address on the order. If we can stop the order, we'll cancel it and refund everything you paid, including shipping, and confirm by email.

If your request arrives after the 3-hour window, or your order is already being processed or has shipped, we can't cancel it. Once you receive it, if you decide you don't want it, email us anyway. We'll look at your request individually.

Our 30-Day Quality Guarantee

Our 30-Day Quality Guarantee is a limited warranty from TheDildoHub.com. It covers the following problems when you report them within 30 days of delivery (as shown by carrier tracking):

• Defects: manufacturing or material flaws.
• Malfunctions: motors, charging, buttons, controls or other functions that don't work as they should.
• Damage in transit: items that arrive broken, cracked or otherwise damaged.
• Not as described: items that differ materially from their product description in size, material, features or other significant characteristics.
• Wrong or missing items: items that are incorrect, missing from your order, or missing components.

What's not covered

• normal wear and tear from use over time;
• damage caused by misuse, accidents, or use contrary to the product's instructions (for example, using a lubricant or cleaner that reacts with the toy's material without spot-testing it on a small area first, or improper cleaning);
• products that work as described but aren't to your personal taste;
• products that have been modified or repaired by anyone other than the manufacturer or its authorized service center; and
• packages lost or stolen after confirmed delivery (see Package Not Arrived? below).

Before you contact us: quick checks for electronic toys

Many problems with electronic toys have a simple fix:

• Charge it fully. New toys often arrive with little or no charge, and a first charge can take a few hours.
• Check the cable. Use the charger that came with the product and make sure it's fully seated. Magnetic chargers need to click into place.
• Hold the power button. Many toys need a long press of 2–3 seconds to switch on.
• Try other settings. The lowest setting can be very subtle, and some toys start on a pattern rather than steady vibration.
• Check the batteries. For battery-powered toys, confirm the orientation and try fresh batteries.

We recommend testing electronic toys soon after they arrive, so any problem is caught well within the 30 days.

How to make a claim

Email support@thedildohub.com with:

• your order number;
• the product name (and SKU, if you have it);
• a clear description of the problem, and anything you've already tried; and
• photos or a short video if the problem is visible, including the shipping box if it arrived damaged.

Photos help us resolve things faster, but they aren't always needed. Some problems, like a weak motor or a charging fault, can't be captured in a photo. We never need to see a product in use.

What we'll do

Our Customer Experience team reviews every claim and replies within one business day. Most straightforward cases are approved in that first reply. You can choose:

• a replacement, shipped free of charge within 1–2 business days of approval using your original shipping method, with tracking; or
• a refund of the price you paid for the affected item plus the shipping you paid.

You won't need to return the item unless we specifically ask, which is rare. If we do ask, we'll pay the return shipping.

Missing items: once we've checked your order, we'll ship missing items at no charge, using expedited shipping when available, usually within one business day. If an item is out of stock, you can wait for it to be restocked, choose an alternative of equal or greater value, or receive a refund for that item.

Damaged shipments: if only the outer box was damaged and the product inside is intact and sealed, it's up to you: keep it, or ask for a replacement for peace of mind. If the product itself is damaged, we'll send a replacement and you can dispose of the damaged item. Occasionally, for a carrier claim, we may ask you to keep the item and packaging for a short time. We'll tell you if so.

Manufacturer warranties

We source our products through authorized distributors. Many premium brands, such as LELO and Satisfyer, offer manufacturer warranties that last from one year to a lifetime, depending on the product. If a problem appears after our 30 days but within the manufacturer's warranty, contact us with your order details and we'll help you make the claim.

Legal terms

Warrantor: TheDildoHub.com, operated by TDH Retail Ltd, support@thedildohub.com.

This guarantee does not limit the duration of any implied warranty. To the extent permitted by law, our liability under this guarantee is limited to replacing the product or refunding its purchase price, and we are not liable for incidental or consequential damages. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

This guarantee gives you specific legal rights, and you may also have other rights which vary from state to state. The benefits of this guarantee are in addition to any other rights and remedies you have under the law.

Package Not Arrived?

If tracking hasn't updated for 7 business days, or shows "delivered" but you can't find your package, please check with neighbors and anyone else at your address first. Then contact us within 30 days of the estimated delivery date. We'll open a trace with the carrier and, if the package is confirmed lost in transit, reship your order or refund you in full.

Once a carrier confirms delivery to the address you gave us, the package is your responsibility. If it's taken after delivery, we'll still review your case and help where we can, but we can't guarantee a replacement.

Refused, Unclaimed or Undeliverable Packages

Sometimes a package is returned to us. This happens if you refuse delivery, don't collect it from the carrier, or it can't be delivered because the address provided was incorrect or incomplete. Once it has arrived back, we'll either:

• refund the product price, minus the original shipping charge and the return shipping charged to us; or
• at your request, reship it to a corrected address for the cost of new shipping.

If the address error was ours, we'll reship at no cost to you. If the carrier doesn't return the package to us, we're unable to issue a refund.

How Refunds Work

• Where the money goes: refunds always go back to your original payment method (card, PayPal or Shop Pay). Payment processor rules don't allow us to refund to a different method.
• How fast we process it: we submit approved refunds within one business day. We then email you a confirmation showing the amount, the date, and where it was sent (for example, the card ending in 1234).
• When you'll see it: this depends on your bank. Credit cards usually take 3–7 business days, debit cards 5–10 business days, and PayPal or Shop Pay 1–3 business days. Some banks take longer.
• How it shows up: refunds appear under our discreet billing descriptor, "Sp Tdh-Br", or a similar variation.
• How much: refunds reflect the amount you actually paid, after any discount codes. If only some items in an order are refunded, the refund covers those items.

If something has gone wrong with your order, please contact us first. We can usually fix it faster than a bank dispute can.

Your Legal Rights

Nothing in this policy limits or excludes any right you have under the consumer protection laws that apply to you. In the United States, federal and state laws, such as California's Consumer Legal Remedies Act, may give you rights beyond those in this policy. Customers outside the US may have additional rights under their local law, such as the UK Consumer Rights Act 2015. Where the law gives you more than this policy does, the law applies.

International orders may be subject to import duties and taxes set by your country; see our Shipping Policy for details.

Changes to This Policy

TDH Retail Ltd, trading as TheDildoHub.com, may update this policy from time to time and will change the "Last Updated" date when we do. Your order is governed by the version of this policy in effect when you placed it.

Contact Us

For questions about this policy, to make a claim, or to cancel an order, email our Customer Experience team at support@thedildohub.com. We reply within one business day, usually within a few hours.