Overview
Our returns and refunds policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
In addition, we offer a one year warranty on all items. If the item develops a fault within three months we can offer a refund or exchange, after three months, we can exchange only.
To be eligible for a return – unless faulty – your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To return an item please contact us here.
Please do not send your purchase back to the manufacturer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
All items that are returned as faulty MUST be thoroughly cleaned before returning. For reasons of hygiene, any item returned in a dirty condition will not be checked and the returned item will be refused. Postage costs will apply to return it back to you.
If your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days of the return being accepted.
Discrepancies and damaged items:
Any discrepancies or damaged items need to be reported within 24 hours of being delivered. Please complete this form to notify us of any order discrepancies or damaged items.
Items received that are incorrect must not have the packing opened or tampered, we must be notified as soon as it is convenient and we will advise full instructions for an exchange.
Incorrect products returned with security seals or sealed packaging which have been opened by you cannot then be returned for an exchange as they are deemed to have been accepted by the customer.
Returns Policy In Depth
Due to the obvious health and hygiene implications with adult goods. For the goods to be returned if they are not broken the following terms have to be met.
- 1. The goods must be unused.
- 2. The goods must be returned in original condition & original packaging.
- 3. Goods that are not heat sealed in the box are non-refundable and non-exchangeable.
- 4. Items supplied in sealed packaging that have been opened are non-refundable and non-exchangeable.
- 5. The goods must be received back within 30 days from the day your customer received their order.
- 6. Lingerie and items of clothing must be returned unworn and still in its original packaging.
- 7. Any discrepancies or damaged items need to be reported within 24 hours of being delivered.
If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to return the goods.
Sale items
Sale items are exempt from our exchange policy unless faulty.
If you are returning more expensive items, you may consider using a tracked shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us for questions related to refunds and returns.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.
Late or missing refunds
If you have returned and are concerned that you haven’t received a refund please check with your bank or credit card provider as there is often some processing time before a refund is posted by your bank or credit card provider.
If you’ve done all of this and you still have not received your refund yet, please contact us using the online form.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us using this form.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: Mistress Medusa PO BOX 228 Hitchin Hertfordshire SG4 0WW
Unless the item you are returning is defective you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Visit our Frequently Asked Questions page or contact us for questions related to refunds and returns.