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 either 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, if the item has arrived damaged
- You attach clear photographs of the damage
- You accurately describe the fault or damage
Contact customer service to arrange a return.
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, 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 so we do kindly ask for your patience here.
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
Intimate Products
Due to the intimate nature of these products we 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.**