We want you to feel amazing about every order with us — and that includes peace of mind when it comes to returns.

Your satisfaction is very important to us (in more ways than one ). So if something’s not quite right, we’re here to help.

 Can I return my item?

Due to the intimate nature of our products, we're unable to accept returns or exchanges on items that have been opened or used, even just once — this is for hygiene and safety reasons and is standard across the industry.

However, we’ll absolutely sort things out if it's damaged, faulty, or not as described

Please read on for all the juicy (and legally required) details.

Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it — as long as the item is:

• Unopened
• Unworn/unused
• In its original sealed packaging
  

To cancel, email us at hello@nirobi.co.uk with your order number, and we’ll walk you through the next steps. Please do not send anything back without contacting us first.

Important: For hygiene reasons, we can’t accept returns of toys or any intimate items that have had their packaging opened — even if they haven’t been used. We take the safety of our customers seriously, and that includes making sure everyone gets brand-new goodies, every time.

 Faulty, Damaged, or Incorrect Items

Oh no! If something’s wrong with your order, don’t worry — we’ve got you.

Please contact us at hello@nirobi.co.uk within 30 days of receiving your item, ideally with:

• Your order number
• A clear description of the issue
• Photos if possible (it helps speed things up!)

We’ll offer a replacement, repair, or refund, depending on the situation. And of course, we’ll cover all return shipping costs in these cases.

Refunds

Once your return is received and approved (if applicable), we’ll process your refund to your original payment method within 14 days.

If you haven’t received it after that time, please check with your bank before getting in touch with us — sometimes it takes a little longer for the funds to appear.

Returning an Approved Item

If we’ve agreed to a return, please send your item(s) to the return address provided by our team. You’ll need to package the item securely, and we recommend using a tracked service — we can't be responsible for lost items.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns or exchanges on the following:

• Opened or used sex toys
• Items returned outside of the time limits stated above

Questions?

We’re here for you — drop us an email at hello@nirobi.co.uk and one of our (very friendly) team members will get back to you as soon as possible.

Thank you for supporting a female-owned small business and for choosing pleasure-positive shopping!