At HEXX, customer satisfaction is important to us. Due to the intimate nature of our products and for hygiene and safety reasons, we are unable to accept returns on sex toys, intimate products, lingerie, or any item where the hygiene seal or packaging has been opened, unless the item is faulty.
Faulty or Damaged Items
If your order arrives damaged, defective, or incorrect, please contact us within 14 days of delivery. Where possible, please provide your order number and photographs of the issue so we can resolve the matter promptly.
If a product is confirmed as faulty, we will offer one of the following:
Unwanted Items
Unopened, unused items in their original sealed packaging may be returned within 14 days of delivery. Return postage costs for unwanted items are the responsibility of the customer unless the item was supplied in error.
Returned items must:
Be unused and in resalable condition
Include all original packaging and accessories
Be returned with any hygiene seals intact
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
Opened sex toys or intimate products
Worn lingerie or clothing
Digital content, downloads, or subscriptions
Custom or personalised items
Gift cards
Refund Processing
Once your return has been received and inspected, any approved refund will be processed to your original payment method within 5–10 working days.
Contact Us
To request a return or report a faulty item, please contact our customer support team with your order number and details of the issue.
Hexxhouseofdesire@gmail.com
