Faulty or damaged products
We can fix this - Please don’t let this damage your opinion of us!
We’re really sorry if you have received any damaged or faulty items. Although not a regular occurrence, everyone here at UberKinky tends to feel a little broken when it does happen. So, in order for us to refund or replace your item[s] please follow our returns procedure below.
Returning your order
Here at UberKinky, we aim to please, so we’re really sad that it has come to this! However, we’d rather you return your item[s] than keep something you’re not entirely happy with. In order to do so, please follow these instructions;
1. Fill in the returns form online at the below link. After you submit your form, we will give you our returns address, and a free, tracked, returns label can be generated. https://www.royalmail.com/track-my-return/create/689
2. Securely package your return. Please enclose a cover letter that details your reason for return, name, address, e-mail address or your contact number and order number.
3. Post your products back to us. Please obtain proof of postage.
Refunds and replacements
You are irreplaceable! So, we’ll do you a deal; if an item is faulty we’ll replace it and if you're still not completely satisfied with your order, we will provide a full refund within 7 days of receiving your returned item[s].
Under the Distance Selling Regulations you are entitled to a refund within 14 working days starting the day after delivery. You may also cancel or return your unwanted products for a refund within 14 days of receipt in accordance with this regulation.
We’re sorry that your UberKinky package was a disappointment and will do everything we can to compensate!
To qualify for a refund or replacement
1. Refunds are only permitted if the product returned is in its original packaging with tags and security seals still in place.
2. Items can only be replaced if they are deemed damaged or faulty.
3. Any basic paid postage cost is refundable, however if you chose an express delivery service (UPS or Royal Mail 24) this is non-refundable unless products are deemed damaged or faulty.
Product condition and exceptions
There’s just one condition when it comes to processing your replacement/return; we must receive your order in the same state as it was when dispatched. If this is not the case, or the item[s] appears to have been worn, it will be returned to you.
Please try on any underwear or swimwear over your own underwear and avoid garments coming into contact with make up or lotions. For hygiene and safety reasons we are unable to accept creams, lubricants, aphrodisiacs, tablets, oils and condoms if any seals are broken or shrink wrap has been removed; no exceptions!
Can’t think of anything warped that you want right now? Well, once we have your returned item[s] in our possession and have given it the once over, we’ll be happy to reimburse you. Refunds are issued within 7 working days, using the same method of payment as the initial transaction.
We’re not averse to a pleasant exchange here at UberKinky! So, if an item is faulty we’ll replace it. Once we have received your returned item[s] and are satisfied that it is in the expected condition, we will arrange for your replacement product[s] to be sent out.
The new order will be dispatched via Royal Mail Standard Delivery which typically takes 3-5 working days to arrive. If you’re a little impatient, however, you can get your hands on our package a little quicker by contacting customer services on 01482 496937 between 08:00am and 6:00pm GMT, Monday to Friday or 10:00am to 5:00pm on Saturday to arrange next day delivery. Alternatively, you may wish to send an email to firstname.lastname@example.org.