Refund policy

Returns & Refunds Policy - Silicone Toys

We want you to be completely happy with your purchase, and our reviews show that over 99% of our customers are. However, we understand that sometimes a product may not be what you expected. If that happens, we’re here to help.

All returns must follow the conditions below to ensure safety, hygiene, and fairness for all customers.

Change‑of‑Mind Returns

You have the right to return unwanted goods within 14 days of receiving your order for a refund or exchange, provided that:

• The factory shrink wrap is still intact, and
• The packaging has not been opened, removed, or tampered with

For hygiene and safety reasons, we cannot accept returns where the seal has been broken.

We fully comply with the Consumer Contracts Regulations 2015, and we aim to make the returns process straightforward and stress‑free.

How refunds are issued

When a change‑of‑mind return is approved:

• We automatically issue store credit once the item is received and inspected
• If you prefer a refund instead of store credit, simply email us and we will process it manually

Refund deductions for change‑of‑mind returns

If you request a refund instead of store credit, the following deductions apply:

• 3% payment processing recovery fee
• £5 restocking/admin fee

These fees do not apply to faulty or incorrect items.

Postage

For change‑of‑mind returns:

• Return postage is the customer’s responsibility
• Original shipping fees are not refunded, as these costs have already been incurred to ship your order
• International Delivered Duty Paid items may be subject to the duties paid being deducted from any refund.

This applies to UK, EU, USA, and all international customers.

CURRENCY EXCHANGE

This can be a very confusing issue with refunds.  When paying internationally, the platform that handles the currency exchange charges a fee - this fee is not refunded and may work both ways.  This is why we have store credit as the default method as this avoids all the costs involved and you keep the exact amount you spent as store credit.  We hope that you will choose to spend it - but if this is not what you want we will always honour the monies refund but sadly it will always be less than you spent due to the platform fees.  

Faulty or Defective Items

If your item arrives with any defect or manufacturing issue, please contact us as soon as possible. We will resolve the matter immediately.

If a manufacturing defect develops within 365 days of purchase, we will also resolve the issue promptly.

In cases of confirmed fault or error:

• You will receive a full refund or replacement
• Return postage is covered by us
• Original shipping fees are refunded

 

Lifetime Warranty

Our products are made from high‑quality silicone with no mechanical parts, electronics, or components that commonly fail. When cared for correctly, they can last a lifetime — which is why we offer a lifetime warranty against manufacturing defects.

To qualify for the lifetime guarantee, products must be cared for properly. Improper care or misuse will void the warranty.  You must have purchased direct from John Thomas Toys (JTT Ltd).

 

Care Guidelines

Do:

• Clean your product before and after each use
• Ensure it is completely dry before storage
• Store in a moisture‑free environment
• Use the provided storage bag only when the product is fully dry

Don’t:

• Bend, twist, or manipulate the product excessively
• Leave the product wet or with lubricant on it for extended periods
• Allow a wet product to come into contact with dyed materials (this may cause discolouration)
• Use oil‑based or silicone‑based lubricants
• Use anything other than water‑based lubricants designed for silicone products
• Use sharp objects near the product — cuts or scratches compromise the smooth surface and can harbour bacteria

 

Warranty Claims

If you believe your product has developed a manufacturing defect and you have followed all care guidelines, please contact us with:

• Proof of Purchase (claims can only be made by the purchaser)
• Clear photographs - at lease 3 pictures plus video if possible
• A description of the issue
• Details of how the product has been stored and cared for

Important notes

• Any signs of misuse will void the lifetime guarantee
• The provided storage bags contain black dye, which will transfer onto the product if stored while wet — this is a clear indicator of improper storage
• Products must always be stored fully dry to prevent deterioration, mould, bacteria, or other contamination
• Please note that all toys are hand made using copper moulds.  This requires the use of a 'releasing agent' which can leave a residue on toys.  Toys are then stored in powder to keep them in good condition.  This is why all toys require cleaning before use and may take a couple of cleans to remove all residue.  Whilst other manufacturers use MUCH cheaper silicone moulds - these do not require releasing agents - but also result in a lower quality finish.  

Complete vs Partial Returns

Complete Return

If you return your entire order because you changed your mind:

• Store credit is issued automatically
• If you request a refund, the 3% fee + £5 restocking fee apply
• Original shipping fees are not refunded
• Full refunds (no deductions) apply only to faulty or incorrect orders

Partial Return

If you return only part of your order:

• Store credit is issued for the returned item(s)
• If you request a refund, the 3% fee + £5 restocking fee apply only to the returned items
• Original shipping fees are not refunded
• Full refunds apply only to faulty or incorrect items

 

ACCESSORIES

Our no‑quibbles returns policy and lifetime warranty apply exclusively to our range of premium silicone toys.

Please note that accessory products are excluded from these enhanced policies. This includes, but is not limited to:

• lubricants
• chastity cages
• Clone‑A‑Willy kits
• towels
• shower heads
• cleaning products
• and any other non‑silicone accessory items

These items are covered solely under the Consumer Rights Act 2015, which provides protection in cases where a product is faulty, not as described, or not fit for purpose.

Because of hygiene and safety considerations, accessory items cannot be returned for change of mind and must be unused and in their original, sealed packaging where applicable.

Accessory products do not qualify for:

• our lifetime warranty
• our no‑quibbles returns policy

They are eligible only for the remedies required under UK consumer law if a fault is present.

Under‑Age Purchases

Our products are intended for adults only. By placing an order on our website, you confirm that you are 18 years of age or older (or the legal age of majority in your region).

If we discover that an order has been placed by someone under the age of 18:

Before dispatch

The order will be cancelled and refunded in full less card fees.

After dispatch

We reserve the right to refuse a refund or deduct all shipping, handling, and associated costs from any refund issued. Returned items must remain factory sealed and unopened to qualify for any refund.

No warranty, return rights, or lifetime guarantee apply to orders placed by individuals under the age of 18.

 

BARGAIN BINS

Bargain bin items are sold as unseen items that may have minor faults but still be body safe.  We do not offer returns on bargain bin items, they are also governed my normal current consumer law.