Returns & Refunds
How do I get my product to work?

Tips to help you get started with your product

Below are a few tips on what to do if you have trouble getting your product to work. And remember: We are always ready to help you.


New toys

Always check the following when using your product for the first time:

If the product runs on batteries

- Are the batteries turned the correct way?
- If they are not included with your product, then you need to purchase and place the correct batteries in the product.
- If the batteries are included, there is often a small piece of paper or plastic strip between the battery and battery compartment that prevents it from losing power before you use it. That strip needs to be removed before the product will work. 
- Rechargeable products often have a separate remote control that needs batteries for the product itself to work.

If the product is rechargeable

Have you fully charged the product? As a rule, rechargeable products need to be charged completely before you can use them for the first time.

Does the product have a keylock?

Check the included manual for the product to see whether it has a keylock. It can be turned on by default and needs to turned off before you can use the product.


Maintenance

You can help extend the life-span of your sex toy by regularly cleaning and maintaining it. With most products it is a good idea to clean it with warm water and a sex toy cleaner each time you use it. This also ensures good hygiene.

For most products it is recommended to use lubricant, and for some it is necessary in order to avoid ruining the material. It is generally important to make sure the lubricant is compatible with the material of the sex toy before use.

Products made from a material that imitates real skin, e.g. TPE, need to be maintained with a powder to preserve the material’s soft surface.

Remember to check the products’ manual or read the details on the product page here in the shop to see whether there is something special you need to do to maintain the sex toy.


Older sex toys

When you have received happiness and satisfaction out of your sex toy for a while, it sometimes needs a little first aid help to get started again.

Have you tried changing the batteries in your product?

Oftentimes the product will work again if you try with new and fresh batteries.

Are the batteries turned the correct way?

Many products will either work sporadically or not at all if the batteries are turned the incorrect way. Try and turn the batteries the other direction.

Have you tried charging your product for a minimum of 12 hours?

If your product is rechargeable and doesn’t want to turn on, it could be a good idea to try charging it for 12 hours. This applies to both brand new and unused products, but also toys that worked optimally before.

Have you turned off the keylock?

If your product is rechargeable, there is often a form of keylock that needs to be deactivated before the product can work. How to do so will be written in the included product manual.


My sex toy still won’t work

If none of the above has helped fix your problem, then we are ready to help you. Contact us.

Sinful provides 24 months of right to complain in accordance with the Sales Law. The warranty does not cover errors, damage or wear caused directly or indirectly as a result of improper operating, lack of maintenance, misuse or unauthorised intervention. See our terms and conditions.

How do I return a product?

How to return a product

With Sinful you can return an unopened package or a single product for up to 365 days after purchase.

*For hygienic reasons the right of return will expire when the packaging of intimate products is opened. That means you will lose the right to return if you break the seal on products that for health and hygiene reasons are not suitable for return. Products not for intimate use may be unpacked if you can return them in the same condition as you received them. This means that lingerie etc. may be tried on, as long as the product can be returned in the same condition and packaging in which you received it. The right to return will expire if and when you use the product in a way where the use obviously reduces the value of the product significantly.


Return a whole order or a single product

You can return the package/product to us by:

- refusing to accept/pick up the package.

- sending the unused product back to us within the standard 14-day right of cancellation period or within Sinful’s 365-day return policy, i.e. within 365 days from placing your order. When you return products to us after having received them, you yourself bear the shipping costs.

If you have any questions about the above, you are welcome to contact us.


How to return a purchase

You can send an unused and unopened product back to us by:

- printing the return form, filling it out and including it in the package If you do not have a printer you can write it out by hand instead.

- sending the package to Mcompany ApS, Axel Kiers Vej 3, 8270 Højbjerg, Denmark.

You are responsible for the value of the package until Sinful has received it. You should therefore take care that the product is properly and securely packaged.

You bear the cost of returning shipment. Sinful does not provide return labels.

NOTE! Sinful does not accept carriage forward packages. We accept only packages shipped to our address.


How to get your money back

When using your 14-day right of return on an unopened or unused product, the refund will take place within 14 days of receiving confirmation that you regret your purchase. 

When using Sinful’s 365-day limited right of return, refunding will take place once we have received the item and verified that it meets the condition requirements for right of return.

See more on refunding here.

If you have any questions, you are welcome to contact us.


Claims deadline

When you place orders with shops in the EU, you always have a 2-year warranty as a minimum, and this also applies to orders you place with Sinful. If you notice a flaw/deficiency in a product, you must inform us that you wish to complain about such flaw no later than 2 years after receiving your order.

However, you must inform us as soon as possible and no later than 2 months after noticing a flaw/deficiency that you wish to make a complaint about a product.
In case of a dispute, we will follow the ruling of the Competition and Consumer Authority.


How to make a claim

You can exert your right of complaint the following way: 

- First, please contact our customer service team at service@sinful.eu.

- We will then inform you of how to proceed.

What is your return policy?

365-day limited right of return

As a consumer, you have the right to cancel purchases made online within 14 days. With Sinful, you have an additional limited right of return for up to 365 days.


Sinful’s 365-day return policy

With us, you have the opportunity to return your purchase for up to 365 days. Only a limited right of return applies*. This means that you may return a product, but that the product must be in the same quality, volume/quantity and the same condition as when you received it. Therefore, things like foodstuffs, lubricants, batteries etc. need to be returned unopened within the use by date.

Furthermore, products and packaging need to be returned in the same condition as when you received them. You must send along the original packaging in an undamaged condition.

*For hygienic reasons, the right of return does not apply to intimate products once the packaging has been opened or if the seal has been broken. This means that you will lose the right of return your purchase if you break the seal on items not suitable for return for health or hygiene reasons. Items that are not for intimate use may be unpacked if you can return them in the same condition and quantity in which they were received. The right of return ceases to apply if you use the product in a way where the use obviously reduces the market value significantly.

We shall consider it used if the product (intimate products excluded) has been opened or tried beyond what has been described above. This means that, upon returning the product, you will only get part of or none of the purchase amount refunded to you. You may, for instance, try on lingerie as long as it is possible to return it in the same condition and packaging as you received it in.


Refunding when using your 14-day cancellation right

If you wish to make use of your 14-day cancellation right, you can simply refuse to accept or pick up the package. It will then automatically be returned to us without any further cost for you.

If you have received your order, you must return it to us no later than 14 days after you have received it. You yourself will bear the cost of returning shipment.

You have the right to have your money returned to you as soon as possible and no later than 14 days after receiving confirmation that you regret your purchase.


Refunds when using Sinful’s 365-day limited right of return

If you wish to use our 365-day limited right of return, we will refund the purchase amount or a part hereof once we have received the return package and checked that the returned items meet the return and refund requirements

If you have any questions, you are always welcome to contact us.

How do I cancel my order?

How to cancel your order

If you would like to cancel your order, you need to contact us as soon as possible.

It is unfortunately not possible to cancel your order if we have started packing it, but you can refuse to accept/pick up the package. The package will then automatically be returned to Sinful without extra expense to you.

If you have already received your package, please continue to the return procedure here for more information.

If you have not received your package due to a delay, please contact us if you wish to cancel your purchase. You have the right to have the purchase amount returned within 14 days. 

If you have questions, you are always welcome to contact us.

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Contact Customer Service

Tel. 0330 808 5261

Open until 21.00

service@sinful.eu