Last Updated: May 22, 2025

We want you to be absolutely thrilled with your purchase from rose-toy.co.uk! If for any serious reason you have a problem with your item, we’ve got a plan to help.

Our 30-Day Policy for Problems!

You have 30 days from the day you receive your item to tell us if there’s a problem. That’s a whole month! If something is wrong with your item, please get in touch!

First, Tell Us What’s Up!

Before you send anything back, please send us an email. It’s like calling us to say, “Hey, there’s a problem with my order!” Sometimes, we can help you fix an issue without needing to send anything back.

  • Email us first: [email protected]
  • Don’t forget your order number! This helps us find your purchase super fast.
  • Tell us the problem: Please explain clearly why you need to return the item. For example, “It’s broken,” or “It’s the wrong color.”

Important Rule: What We Can and Can’t Take Back

Because of what we sell, and to keep everyone safe and healthy, there are very important rules about returns:

  • We can only accept returns for items that are brand new, unused, and still sealed in their original, unopened packaging.
  • Think of it like this: once a toothbrush is used, it can’t be returned, right? It’s the same for our products. This keeps everyone safe and healthy.
  • We can only take back items if there’s a real problem, like if it’s damaged or the wrong item was sent. We cannot accept returns just because you changed your mind.

How to Send Something Back (If Approved)

If your item meets the “brand new and unopened” rule AND you have a valid reason for return:

  1. Email us first: Let us know the problem and that you want to return or exchange something at [email protected]
  2. We’ll give you the return address: If your return is approved, we’ll tell you exactly where to send your package. Please do not send it to the address on the original package, as that might not be the right place for returns.
  3. Include a note: Pop a little note inside your package with your order number, your email address, and a clear explanation of why you’re returning it.
  4. Send it back: You will need to pay for the shipping to send the item back to us. Make sure to use a shipping service that includes all UK taxes and customs, so it doesn’t get stuck!

Once we get your package and check that everything is unopened and perfect, and that your reason for return is valid, we’ll sort out your refund or exchange. We aim to do this within 7 working days of receiving your package.

Things We Definitely Can’t Take Back

Just to be clear, here are the things we cannot refund or exchange:

  • Items that were on sale or heavily discounted.
  • Any product that has been turned on or used.
  • Any product that has had its original packaging opened or seal broken.
  • Items you’ve had for more than 30 days since delivery.
  • Items you want to return just because you changed your mind.

Getting Your Money Back (Refunds)

  • Once we confirm your return is good and valid, we’ll process your refund within 7 working days.
  • The money will go back to the same card or payment method you used to buy the item.
  • How fast you see the money depends on your bank or payment service:
    • PayPal refunds usually show up in about 24 hours.
    • Credit or debit card refunds can take a bit longer, usually between 5 to 10 working days, depending on your bank.

Want to Exchange an Item?

  • If your order hasn’t shipped yet: Please email our customer service team right away, and we’ll try our best to swap the products for you.
  • If your order has already arrived: The item must meet our “brand new and unopened” return rules AND you must have a valid reason for exchange (not just a change of mind). If it does, please contact us for the return address, and then follow the “How to Send Something Back” steps above.

Shipping Costs for Returns

  • You’ll need to pay the postage to send the item back to us. The cost will depend on the shipping company you choose in your area.
  • We can’t refund the original shipping fees, taxes, or insurance you paid when you first bought the item.
  • We won’t charge you any extra fees just for returning an item (like a “restocking fee”).

Still Have Questions?

Don’t worry if anything is unclear! Our friendly team is here to help. Just send us an email at [email protected]. We’re happy to answer any questions you have about our return policy!