We want you to love what you choose. Because of the intimate nature of our products, our returns policy is designed to protect every customer’s health and hygiene, while making sure you are never stuck with something that does not work.
Unopened items
Unopened products in their original sealed packaging may be returned within 7 days of delivery. Please contact us first so we can guide you through the process. Return shipping for unopened items is paid by the customer. There is no restocking fee.
Opened or used items
For hygiene reasons, intimate products, lingerie and lubricants cannot be returned once the seal or packaging has been opened, unless they are faulty. This protects you as much as anyone: nothing you buy from us has been opened and sent back by someone else.
Faulty or damaged items
If anything arrives damaged or stops working as it should, write to us within 7 days of delivery with your order number and a photo, and we will arrange a free return and a replacement or refund. A short video helps if the fault is a motor or charging problem.
How to start a return
- Email care@lustsutra.com from the address on your order, with your order number.
- Say whether the item is unopened or faulty, and attach a photo.
- We reply within one working day with the return address and next steps.
- Pack the item securely. The return parcel does not need to say what is inside.
Before you buy
Most returns can be avoided with a minute of checking: read the size and material on the product page, use our cock ring size guide or butt plug size guide, and check the lube compatibility chart before pairing a lube with a toy.
More answers on orders, payment and privacy are in our FAQ. The full conditions of sale are in our terms of sale. Browse the shop or our lubes and care range.