Returns & refunds

What can be returned, what cannot, and exactly what happens when you send something back. Intimate products carry rules that ordinary goods do not, and we would rather you knew them before you order.

Return window

You have 30 days from the day the parcel is delivered to start a return. The date on the carrier tracking is the date we count from.

What can be returned

Any item that is unopened, unused and still in its original sealed packaging, with any tamper seal intact. It should be in the condition it arrived in, with all parts and documentation included.

What cannot be returned

For health and hygiene reasons, an intimate item that has been opened, unsealed or used cannot be returned or exchanged. This is standard across the industry and is permitted under US consumer law for goods of this kind.

This does not affect your rights where an item arrives faulty, damaged or not as described. In those cases the hygiene rule does not apply and we deal with it as a fault, not a return.

How to request a return

1. Email support@teemcw.com with your order number and which item you want to return.
2. We reply within one business day with a return address and instructions. Do not send anything back before you have them: a parcel that arrives unannounced is hard to match to an order.
3. Pack the item in its original packaging, inside an outer box or mailer.
4. Send it back and keep the tracking number until the refund appears.

Who pays return postage

You pay return postage when you have changed your mind. We pay it when the item is faulty, damaged, or not what you ordered, and in those cases we send you a prepaid label rather than asking you to claim the cost back.

Refunds

Once the return arrives and has been checked, the refund is issued to the original payment method within 5 business days. Your bank or card issuer may take a further 3 to 10 days to show it; that part is outside our control.

Refunds cover the price of the goods. The original shipping charge is refunded too when the return is our fault, and retained when it is a change of mind.

Damaged or incorrect order

Photograph what arrived, including the packaging, and email us within 48 hours of delivery. We will replace the item or refund it in full, including all shipping, whichever you prefer. You will not be asked to pay anything.

Faulty after a few uses

If something stops working within a reasonable period through no fault of your own, tell us. We will ask what happened and, where it is a manufacturing fault rather than wear or misuse, we will put it right. We do not offer a general warranty beyond that, and we will not claim one we cannot honour.

Cancelling before dispatch

Email us while the order still shows Processing and we will cancel it and refund you in full. Once it shows Completed the parcel has gone and the returns process applies instead.

Refused or undelivered parcels

A parcel refused at the door, or returned because nobody collected it from a depot, comes back to us. We refund the goods once it arrives, less the original shipping charge.