Our Hygiene-First Standard

For safety and hygiene, most intimate products are not returnable once any seal is broken. We design tamper-evident packaging and protective films to make this clear.

 

Definitions

• “Intimate Goods”: Any item intended to contact the genitals, anus, mouth, or internal mucosa (e.g.,vibrators, suction toys, kegel/wearables, detachable heads), plus lubricants, gels, and massage oils.

• “Unopened”: All factory seals and protective films intact, tamper seals unbroken, accessories bagged, manuals and inserts present, no pairing/activation logs on the device.

• “Opened”: Any tamper seal broken, inner bag opened, protective film removed, lubricant foil torn, device powered/paired/charged, or visible signs of handling or wear.

• “Delivery Date”: The earlier of (i) carrier confirmation of delivery to your address, or (ii) the date you collect from a pickup point.

 

 

What’s Returnable?

 

1) Change-of-Mind (Cooling Off)

• Accepted only if Unopened and requested within 14 days of Delivery Date.

• Proof of purchase required.

• You must return all items in the box (device, heads, cables, manuals, freebies) in resaleable condition.

Not eligible: Opened intimate goods, opened lubricants/gels, items showing activation logs, used freebies, or missing parts.

 

2) Defective / DOA / Mis-shipped

• Report within 7 days of Delivery Date for DOA/mis-ship; within 1 year for manufacturing defects under our limited warranty.

• Complete basic troubleshooting and provide photos/video demonstrating the issue and the serial/lot number.

• If confirmed, we’ll provide a prepaid return label (or a no-return replacement at our discretion for low-value items) and offer a replacement or refund.

Not defects (examples): Damage from drops, crushing, liquids beyond rating, improper charging, modifications, normal wear of silicone heads, noise/strength preference, cosmetic blemishes that do not affect function.

 

Non-Returnable Items

• Any intimate device or attachment that is Opened or used

• Lubricants, gels, liquids once opened

• Consumables and replacement heads with opened seals

• Gift cards and downloadables

•  Final-sale or clearance items

 

How to Start a Return (RMA Required)

 

1. Email Support@HeybeU.com with your order number, reason, and photos/video (if applicable).

 

2. Our team will confirm eligibility, provide troubleshooting (if needed), and issue an RMA with return instructions.

 

3. Ship the item(s) within 5 days of RMA issuance. Items without an RMA may be refused or disposed of for hygiene reasons.

Tip: Keep original outer cartons and inner packaging until you’re sure you’ll keep the item. Returns must arrive protected and clean.

 

Return Shipping & Risk of Loss

• Change-of-Mind: Customer pays return shipping using a tracked, insured service. Risk of loss remains with the customer until delivered to our return center.

• Defective/DOA/Mis-shipped: We cover reasonable return shipping with our label. Use only the label provided; unauthorized postage is non-reimbursable. Inspection, Restocking & Missing Items

• All returns are inspected. If packaging requires rework or re-sanitization for resale, a 15% restocking fee may apply to eligible Unopened change-of-mind returns.

• Deductions may apply for: missing manuals/cables/freebies, damaged packaging, or non-compliant packing.

• If any intimate good is found Opened or used, the return will be rejected for hygiene reasons and no refund will be issued. We can dispose or return it to you at your shipping cost.

 

 

Refunds

(Method & Timing)

Approved refunds are issued to the original payment method after inspection.

Please allow 5–10 business days after inspection for processing; bank posting times vary.

Shipping fees, duties, and taxes are non-refundable unless we made an error or where required by law.

 

Exchanges

Where stock permits, we can exchange the same model/colour. If unavailable, we’ll process a refund per this policy.

Gifts, Bundles & Promotions

• Gifts returned by the recipient are refunded to the original purchaser.

• Bundles/kits must be returned complete. Partial returns may forfeit bundle discounts, with pricing recalculated at individual item rates.

• Free gifts tied to order value must be returned unused and sealed, or their value may be deducted from the refund.

Refused, Undeliverable, and Late Returns

• Refused/undeliverable parcels (wrong address, unclaimed pickup, customs refused) will be treated as change-of-mind if eligible; shipping both ways and applicable restocking may be deducted.

• Late returns (after the RMA window) are not accepted unless required by law.

Warranty Support  1-Year Limited Warranty

Covers manufacturing defects in materials and workmanship for 12 months from Delivery Date.

Does not cover: misuse, accidents, liquid ingress beyond rating, normal wear, cosmetic changes, unauthorized repair/modification, commercial use.

Remedies: troubleshooting, replacement parts/heads, equivalent replacement, or refund at our discretion. Proof of purchase required.

Full warranty terms are in our Terms & Conditions.

Marketplace & Retail Purchases

If you purchased from a third-party retailer or marketplace, please follow their return process. Our team can assist with warranty verification where permitted.

 

Region-Specific Overlays

(summary, non-exhaustive)

 

 

EU/EEA & UK

• Distance-selling withdrawal right (14 days) applies to most goods.

• Unsealed intimate goods are excluded from withdrawal once unsealed.

• If unopened, you may withdraw within 14 days of delivery and return within a further 14 days. We refund the product price and standard outbound shipping. Return shipping is your responsibility unless we made an error.

 

Australia

• Your rights under the Australian Consumer Law (ACL) apply in addition to this policy.

• You’re entitled to a repair, replacement, or refund for goods that fail to meet consumer guarantees.

 

United States

 • No federal “cooling-off” right for ordinary online purchases. Our policy applies, alongside applicable state laws.

• Shipping timelines and delay options follow relevant federal rules for online orders. State law may provide additional rights.

 

Canada

• No general statutory right to change-of-mind returns. Our policy governs hygiene items, subject to non-excludable provincial consumer rights.

We may update these overlays as laws change. Where local law grants stronger rights, those rights will apply.

Anti-Abuse & Fair Use

• Decline returns that show signs of use, tamper, or damage inconsistent with a genuine defect;

• Disable labels or block accounts that repeatedly abuse return/warranty processes;

• Request additional proof (video, logs, serials) where fraud is suspected;

• Offer no-return replacements (at our discretion) when appropriate to minimize waste and hygiene risk.

 

Contact

Start your RMA at Support@HeybeU.com. We aim to reply within 2 business days (Mon–Fri, excluding holidays).

Please include: order number, purchase channel, detailed reason, and any photos/video.