Refund Policy
Legal
Last updated: April 2024 · Issued by Boutique Design Gift Ltd (SEXPADDLE)
At SEXPADDLE, your satisfaction is our priority. We have designed this policy to be fair, transparent, and easy to understand. Please read carefully before making a purchase — and contact us at service@sexpaddle.com if you have any questions.
Returns for Unused Products
We accept returns on unused products within 30 days of receiving your order. To be eligible, the item must be:
- Unused and unopened
- Undamaged and in its original condition
- In the original packaging with all tags and accessories included
Shipping costs: Return shipping fees are the responsibility of the customer. Please ensure the product is well-packaged to prevent damage during transit. We recommend using a trackable shipping service.
How to start a return:
- Email service@sexpaddle.com with your order number and reason for return.
- Our team will respond within 24 hours with the return address and instructions.
- Ship the item securely using a tracked service and share the tracking number with us.
- Once received and inspected, your refund will be processed within 5–10 business days.
Partial Refund for Used or Opened Products
If a product has been opened or used and the reason for return is not related to a quality issue (for example, personal preference or sizing), we are unable to accept a physical return. However, we understand that things don't always work out — so we offer the following:
- A 50% store credit based on the original product value, valid for 90 days from the date of issue
💡 Example: If your product was valued at $100, you will receive a $50 store credit code to use on your next SEXPADDLE purchase.
How to apply:
- Email service@sexpaddle.com with your order number, clear product photos, and your reason for the request.
- Our team will review and confirm within 24–48 hours.
- Once approved, your store credit code will be issued by email.
⚠️ Please note: Store credit codes are valid for 90 days from the issue date and cannot be extended or exchanged for cash.
Defective or Damaged Products
If your product arrives defective, damaged, or does not match its description, please contact us within 7 days of receiving your order. We take quality issues very seriously.
What we offer:
- A full refund to your original payment method, or
- A free replacement shipped to you at no extra cost
- We will cover all return shipping fees for confirmed quality issues
What we need from you:
- Email service@sexpaddle.com within 7 days of delivery.
- Include your order number and clear photos or a short video clearly showing the defect or damage.
- Our team will review your submission and respond within 24 hours with next steps.
⚠️ Important: Quality issue claims must be submitted within 7 days of delivery. After this window, we consider the product accepted as received. We strongly recommend inspecting your order upon arrival.
Special Notes
🚫 Hygiene Products:
Due to the intimate nature of certain products — including but not limited to ball gags, underwear, and body-contact accessories — we are unable to accept returns on used or opened items unless there is a confirmed quality issue. This policy exists to protect the health and safety of all our customers.
🏷️ Store Credit Validity:
All store credit codes issued under this policy are valid for 90 days from the date of issue. Codes cannot be extended, transferred, or redeemed for cash.
📋 Final Interpretation:
SEXPADDLE (Boutique Design Gift Ltd) reserves the right of final interpretation of this Refund & Return Policy. In the event of any dispute, our customer service team will always endeavour to reach a fair and reasonable resolution.
Frequently Asked Questions
Quick answers about our refund and return process.
How long do I have to return an unused product?
You have 30 days from the date you receive your order to request a return, provided the item is unused, unopened, and in its original packaging.
Who pays for return shipping?
Return shipping costs are the customer's responsibility for non-quality returns. If the return is due to a defect or quality issue on our part, we will cover all shipping fees in full.
I've opened the product but I'm not happy with it — what can I do?
We understand. While we cannot accept physical returns on opened items for non-quality reasons, we offer a 50% store credit based on the product's value. Email us at service@sexpaddle.com with photos and your order number to apply.
My product arrived damaged — what should I do?
Contact us at service@sexpaddle.com within 7 days of delivery with clear photos or a video of the damage and your order number. We will arrange a full refund or free replacement and cover all shipping costs.
How long does a refund take to process?
Once we receive and inspect your returned item, refunds are processed within 5–10 business days and returned to your original payment method. You will receive a confirmation email when your refund has been issued.
Can I return hygiene or intimate products?
Due to hygiene and safety reasons, used or opened intimate products — such as ball gags, underwear, and body-contact accessories — cannot be returned unless there is a confirmed quality defect. Unused items in sealed original packaging may still be returned within 30 days.
How long is my store credit valid for?
Store credit codes are valid for 90 days from the date of issue. They cannot be extended, transferred to another account, or exchanged for cash.
What if I don't report a quality issue within 7 days?
Quality issue claims must be submitted within 7 days of delivery. After this window, we consider the product to have been accepted as received and may be unable to process a quality-related refund or replacement. We strongly recommend inspecting your order upon arrival.
Have a question about your return or refund?
Our team responds to all enquiries within 24 hours, seven days a week.