Refund policy

This policy explains your rights and our procedures regarding cancellations, returns, refunds, and defective items. Different rules apply depending on your location.

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1. EU & UK customers – right of withdrawal (14 days)

If you are located in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, subject to the conditions below.

The withdrawal period expires 14 days from the day on which you (or a third party you nominate, other than the carrier) take physical possession of the goods. Where your order is delivered in multiple shipments, the period runs from the day you receive the last item.

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2. Hygiene exception (EU & UK)

• Products must remain unopened, unused, and with the hygiene seal intact
• If the seal or original packaging is broken, the item is not eligible for return or refund under the right of withdrawal

Because our intimate and personal-use devices are supplied with a hygiene seal, we inform you of this exclusion before purchase, on the product page and at checkout. Opening the hygiene seal ends the right of withdrawal for that product.

This hygiene exclusion does not apply to accessories supplied without a hygiene seal (for example cases and cables), which remain returnable within the 14-day period. It also does not affect your statutory rights if a product is faulty or not as described (see Section 11).

This exclusion is permitted under EU Consumer Rights Directive (2011/83/EU), as amended by Directive (EU) 2023/2673, and the UK Consumer Contracts Regulations 2013.

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3. How EU & UK customers can withdraw

You can exercise your right of withdrawal using the withdrawal button on our website. It is accessible without logging in, is available throughout the entire 14-day withdrawal period, and guides you through a short two-step process: you enter your order details, then confirm your request. You will receive confirmation of your request by email.

You may also notify us of your decision to withdraw by any other clear statement — for example using the model withdrawal form or by contacting our Customer Support Team. Using the withdrawal button is the fastest method, but it is not the only one.

• You must notify us within 14 days of delivery
• Returned items must reach our warehouse within 14 days of your withdrawal notice
• Items must be unopened, unused, and in original condition and packaging
• All returns must be sent using a traceable shipping method

The withdrawal button is provided in accordance with Directive (EU) 2023/2673. UK customers retain the same 14-day right of withdrawal under the Consumer Contracts Regulations 2013.

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4. Refunds for EU & UK returns

If your return meets the conditions above, we will reimburse all payments received from you no later than 14 days after we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earliest. We will refund:

• The product price
• The original standard outbound shipping cost (if applicable)

Permitted deductions (EU & UK)

• Return shipping costs (paid by the customer)
• Outbound shipping cost, if free shipping was conditional on a minimum order value and the return causes the order to fall below that threshold
• Any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning

We do not charge restocking, pick & pack, or handling fees for valid EU/UK withdrawals.

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5. Customers outside the EU & UK (Rest of World)

• Items must be unopened and unused
• Return requests must be made within 7 days of delivery
• Items must be returned in original condition and packaging

Refunds (Rest of World)

• A partial refund will be issued
• We may deduct original outbound shipping costs
• We may deduct pick & pack / restocking costs (typically USD $20–$25)
• Return shipping costs are the responsibility of the customer

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6. Amending orders

Our warehouses process orders quickly. For this reason, we cannot guarantee changes to products, shipping addresses, or order contents once an order has been placed.

Requests made outside business hours or during weekends may not be processed before dispatch.

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7. Cancelling orders

Before dispatch

If a cancellation request is received within 1 hour of placing your order, we will attempt to cancel it. If successful, a full refund will be issued.

If the order has already shipped, cancellation cannot be guaranteed.

This pre-dispatch cancellation process is offered in addition to, and does not limit, the statutory 14-day right of withdrawal available to EU & UK customers described in Sections 1–4.

Customer Support hours (CEST)

• Monday–Thursday: 09:30–17:00
• Friday: 09:30–15:00

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8. Orders already shipped or delivered

If your order has already shipped, is out for delivery, or has been delivered, returns are accepted only if the item is unopened and within the applicable return period based on your location. For EU & UK customers, the statutory right of withdrawal in Sections 1–4 applies.

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9. Information required for return requests

• Customer name
• Order number or proof of purchase
  
• Reason for return (optional for EU & UK withdrawals)

EU & UK customers exercising the right of withdrawal are not required to give a reason.

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10. Bundles & partial returns

Individual items from bundles may be returned within the applicable return period. If any items are kept, they will be charged at the full individual price, and refunds apply only to returned items.

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11. Defective or incorrect items

If an item is defective or incorrect, please contact Customer Support with proof of purchase and clear photos or videos. Once verified, we will provide a replacement of the same product at our expense.

For EU & UK customers: faulty, damaged, or misdescribed goods are covered by your statutory rights, which apply regardless of the hygiene exclusion and regardless of whether the item has been opened. Where a repair or replacement is not possible, is not provided within a reasonable time, or would cause you significant inconvenience, you may be entitled to a price reduction or a refund in accordance with applicable consumer law.

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12. Warranty & third-party purchases

Warranty coverage applies only to products purchased directly from kiiroo.com. Products purchased second-hand or via third-party marketplaces are not eligible for warranty claims.

This warranty is provided in addition to, and does not affect, any statutory rights you have as a consumer.

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13. Delivery issues & investigations

Missing or non-delivered orders must be reported within 30 days of the last tracking scan. After this period, carriers may refuse investigations and we may be unable to offer a replacement or refund.