Returns Policy
What is your return or exchange policy?
What is your return or exchange policy?
Because our products are intimate and body-safe, we can’t accept returns or exchanges for change of mind. This is standard hygiene practice across the adult toy industry to keep everyone safe and comfortable. For faulty or incorrect items, we do offer returns and exchanges because your consumer rights still apply.
How do I start a return or exchange?
How do I start a return or exchange?
First, email us at hello@nirobi.co.uk with your order number and a photo showing the issue. Once we’ve confirmed eligibility, we’ll send you instructions on how to return the item. Please do not send returns without getting approval first so we can make sure everything goes smoothly.
What items cannot be returned?
What items cannot be returned?
Opened, used, or unsealed products and items without original hygienic seals can’t be returned for health reasons. We also can’t accept exchanges for change of mind.
In what condition should items be returned?
In what condition should items be returned?
Only items that are faulty, damaged, or incorrect, and which are still in their original, unused condition with all packaging intact, are eligible for return. We may inspect returned items — if an item doesn’t meet these conditions, we might not be able to offer a refund.
Do I have to pay for return shipping?
Do I have to pay for return shipping?
Yes, return shipping is at your cost unless the item was faulty or we sent the wrong product. Please choose a carrier with tracking, as we’re not responsible for items lost in transit.
How long will it take to receive my refund?
How long will it take to receive my refund?
Once your return arrives and is inspected, we’ll email you to confirm receipt. Please allow up to 14 working days for the refund to be processed back to your original payment method. Your bank or card provider may take additional time for the funds to appear.
Are original shipping costs refundable?
Are original shipping costs refundable?
Original shipping costs are not refundable except in cases where we sent a faulty item or an incorrect order.
What if my order included a free gift?
What if my order included a free gift?
Free items don’t need to be returned unless they were sent in error or are faulty.
I received a refund notification — where is my money?
I received a refund notification — where is my money?
After we issue your refund, it can take your bank or card provider a few business days to show the credit in your account.
Do you offer exchanges?
Do you offer exchanges?
Yes — for faulty or incorrect items. Once your return is received and approved, we’ll either refund you or send a replacement per your preference.
Contact
Contact
If you need help or aren’t sure if your item qualifies for a return, please contact us at hello@nirobi.co.uk and we’ll walk you through it.
