Returns, Refunds & Cancellations

Quick policy summary

Order cancellations

Orders can be cancelled only before dispatch. We usually process orders the same day or within one business day, so email support@dirtytoyz.com immediately.

Once dispatched and in transit, an order can no longer be cancelled. A statutory right of withdrawal may still apply after delivery if the product remains eligible.

Change of mind outside statutory withdrawal areas

Unless applicable law requires otherwise, we do not accept returns merely because a customer changed their mind, chose the wrong product, size, colour or model, no longer wants the order, or expected a different subjective experience.

This does not affect defective, damaged, incorrect or lost-product claims.

Statutory right of withdrawal

Consumers in the European Union, United Kingdom and other jurisdictions with a mandatory cooling-off period may notify us of withdrawal within 14 days after delivery, unless a legal exception applies.

1. Email support@dirtytoyz.com before the deadline.
2. Include your name, order number, affected product and a clear withdrawal statement.
3. Where required by law, return eligible goods within the following 14 days.

You may use our model withdrawal form, but it is not mandatory.

Hygiene and safety restriction

DirtyToyz products are intimate goods supplied in individual, factory-sealed packaging. For health and hygiene reasons, a change-of-mind return is not available after the protective seal, wrapping or tamper-evident packaging has been opened or removed.

Requesting a return

Do not send anything back before contacting us.

1. Email your order number, product and reason to support@dirtytoyz.com.
2. For change-of-mind requests, attach photos showing the product packaging is still sealed.
3. Wait for approval and return instructions.
4. Use tracked shipping and keep your receipt.

Sending an item without prior approval does not guarantee acceptance.

Return shipping costs

For an eligible change-of-mind return, the customer pays the direct return cost to Bulgaria and remains responsible until delivery.

For a defective, damaged or incorrectly supplied product, DirtyToyz covers or reimburses reasonable return costs in accordance with our instructions and applicable law. Standard outbound shipping is free, so there is no separately paid standard shipping fee to refund.

Damaged, defective or incorrect products

Contact us within 14 days after delivery for the fastest resolution. This reporting request does not shorten any longer mandatory legal guarantee.

Please send your order number, a brief description, clear photos and a short video where appropriate. Keep the product and packaging until our review is complete.

We normally offer a prompt replacement. Depending on the circumstances, applicable law and your preference, we may offer a refund instead.

Lost in transit

We investigate international and local tracking and contact relevant carriers. If loss is confirmed, choose a free replacement or refund. A temporary tracking delay alone does not confirm loss.

Marked “Delivered” but missing

First check the delivery area, mailbox, safe places, household members, neighbours, delivery notices and local carrier. We will review tracking and request proof of delivery where possible.

Confirmed carrier error or wrong-address delivery qualifies for a replacement or refund. If both tracking records and available proof confirm delivery to the checkout address, the order is considered delivered, except where applicable law requires otherwise.

Return inspection

We inspect returned products after arrival. A return may be refused if the product is opened, unsealed, used, incomplete, damaged after delivery, improperly handled or different from the approved request.

Where legally permitted, diminished value caused by handling beyond what is necessary to establish the product’s nature and characteristics may be deducted.

Refunds & replacements

Banks, card issuers and cryptocurrency payment services may need extra time before funds appear. If more than 10 business days pass after our refund confirmation, email us.

Exchanges

We do not offer general change-of-mind exchanges. For a defective, damaged or incorrect product, we may send a replacement after review and may not require the original item back.

Fraudulent or abusive claims

We may reject claims involving falsified evidence, altered products, repeated abuse, fraud or attempts to obtain multiple remedies for the same order. Legitimate statutory rights remain unaffected.