Last updated: 23rd October 2024
The item I ordered arrived damaged, faulty or doesn't work as intended
If your item has arrived and is faulty, damaged, or not working as intended, please notify us as soon as possible. Once you have notified us, we will arrange for the return of the product for assessment. Once we have confirmed the damage or fault, it will be repaired or replaced free of charge.
For fast processing of your return, please ensure the following:
- You retain the original packaging, including the Mighty Ape box or satchel
- You accurately describe the fault or damage
- You attach clear photographs of the damage
Contact customer service to arrange a return. When returning an item please ensure it is well-packaged and in clean, hygienic condition. You can read more about how to do this here.
If your purchased item is a Third Party Seller's (TPS) Product and has arrived and is faulty, damaged, or not working as intended, then clause 8.1 of the Terms and Conditions for TPS Products apply. In the event of these situations, we recommend trying to find a resolution directly with the TP Seller initially prior to any further escalation. Please refer to the TPS Product Terms and Conditions for further information with respect to TSP Product returns.
I've had my item for a while, but it no longer works as described
If your item becomes faulty after a period of time, we will assist wherever possible to repair or replace your item. We are committed to protecting your rights under the Consumer Guarantees Act 1993, and working with our suppliers to assist with warranty claims. Please note items that require repair or assessment by a 3rd party can take several weeks to be processed.
For the fast processing of your return, please ensure the following:
- You provide the original packaging (if you still have it)
- You accurately describe the fault or damage (this will ensure our repair agents can reproduce the fault or error)
- You attach clear photographs of the damage
- You provide the serial number for electronics and computer items
- You provide any passwords (or remove passwords) that may be required to gain access and reproduce a fault
Contact customer service to arrange a return. When returning an item please ensure it is well-packaged and in clean, hygienic condition. You can read more about how to do this here.
If your purchased item is a Third Party Seller's (TPS) Product and becomes faulty after a period of time, then clause 8.1 of the Terms and Conditions for TPS Products apply. In the event of these situations, we recommend trying to find a resolution directly with the TP Seller initially prior to any further escalation. Please refer to the TPS Product Terms and Conditions for further information with respect to TSP Product returns.
I've changed my mind and no longer want the item I ordered
If you've changed your mind you can return your item as long as it's unopened, in mint condition and returned within 14 days of delivery. If the item does not arrive in this condition, Mighty Ape reserves the right to reject the return or may at its sole discretion apply a 20% restocking fee/damaged return fee, which will be deducted from any refund issued. The shipping for the return will also be at the cost of the buyer. Once we've received the item and our returns team confirms everything checks out OK, you will receive a refund back via your original payment method.
Please Note:
Due to hygiene reasons, we are unable to accept change of mind returns for headsets, earphones, or massage products if they have been opened so please choose carefully.
Please refer to our Pop! Vinyl Returns Policy for more detailed information with respect to Pop! Vinyl Change of Mind Returns.
Contact customer service to arrange a return.
If your purchased item is a Third Party Seller's (TPS) Product and you've changed your mind, then we recommend trying to find a resolution directly with the TP Seller. The relevant TP Seller has the sole discretion to determine whether any refund or replacement for such TPS Products may be provided. Please refer to the TPS Product Terms and Conditions for further information.
I've changed my mind about an item of clothing I ordered
If you've changed your mind you can return your clothing item as long as it's in mint condition with tags/labels still attached and returned within 30 days of delivery. The shipping for the return will also be at the cost of the buyer. Once we've received the item and our returns team confirms everything checks out OK, you will receive a refund back via your original payment method.
Please note: Due to hygiene reasons we are unable to accept change of mind returns on earrings, pierced jewellery, shoes that are not in their original packaging, swimwear, and underwear.
If your purchased item is a Third Party Seller's (TPS) Product and you've changed your mind, then clause 8.1 of the Terms and Conditions for TPS Products apply. In the event of these situations, we recommend trying to find a resolution directly with the TP Seller initially prior to any further escalation. Please refer to the TPS Product Terms and Conditions for further information with respect to TSP Product returns.
The item I received is not the item I ordered
Provided the item is unopened and in mint condition we'll replace the item or provide a full refund. Please arrange to return the item to Mighty Ape for assessment.
Contact customer service to arrange a return.
If your purchased item is a Third Party Seller's (TPS) Product and the product delivered is not the TPS Product, then clause 8.1 of the Terms and Conditions for TPS Products apply. In the event of these situations, we recommend trying to find a resolution directly with the TP Seller initially prior to any further escalation. Please refer to the TPS Product Terms and Conditions for further information with respect to TSP Product returns.
I ordered an incompatible item
If you ordered a product designed to work with another product, and upon opening the product you discover they are incompatible, Mighty Ape will accept a return if:
- there was an error on Mighty Ape’s Website or product description
- the product description lacked information that would reasonably be required to determine compatibility
If the incompatibility of products could be reasonably determined by reading the product description, Mighty Ape may accept the return back at its sole discretion. In some cases a 20% restocking fee may apply and for the product to be in a resealable condition.
Contact customer service to arrange a return.
If your purchased item is a TPS Third Party Seller's (TPS) Product and is incompatible with another product which you presumed would work with it, then we recommend trying to find a resolution directly with the TP Seller. The relevant TP Seller has the sole discretion to determine whether any refund or replacement for such TPS Products may be provided. Please refer to the TPS Product Terms and Conditions for further information.
Sex and Intimacy Product Returns
**Due to the intimate nature of these products we or any Third Party Seller (for purchases of TPS Products) are unable to accept returns on Sex & Intimacy products. We value the health and wellbeing of our customers and guarantee that such products purchased are new and shipped directly from the supplier to our warehouse to you.
Returns will not be accepted on Sex & Intimacy products due to a change of mind.
If you believe your product is faulty, please contact our friendly customer service team. By contacting us first it will allow us to troubleshoot with you and provide clear, concise warranty claim instructions tailored to your circumstances.
Before contacting us, you may like to try some of the basic troubleshooting tips below:
If your product is rechargeable:
- Ensure the product is fully charged.
- Ensure the light (if any) is illuminating to show the product is connected to the charger.
- Hold the power button for 3–5 seconds to turn on.
- For potential travel lock, if there are multiple buttons, hold them simultaneously for 3–5 seconds to disable.
If your product is battery operated:
- Ensure you are using the correct batteries.
- Ensure the batteries have been inserted correctly.
- Try new batteries.
- Hold the power button for 3–5 seconds to turn on.
- For potential travel lock, if there are multiple buttons, hold them simultaneously for 3–5 seconds to disable.**
If your purchased item is a Third Party Seller's (TPS) Product and becomes faulty, then clause 8.1 of the Terms and Conditions for TPS Products apply. In the event of these situations, we recommend trying to find a resolution directly with the TP Seller initially prior to any further escalation. Please refer to the TPS Product Terms and Conditions for further information with respect to TSP Product returns.