Returns, Exchanges and Order Issues Policy

Last updated: June 17, 2026

Thank you for shopping with Nice & Naughty.

Because we sell intimate, personal-use and hygiene-sensitive products, we maintain a strict all-sales-final policy for both online and in-store purchases.

Except where an item is defective, damaged, incorrect, recalled or otherwise required to be remedied under applicable law, we do not accept returns or exchanges.

All Sales Are Final

We do not accept returns, exchanges or refunds because:

• You changed your mind.

• You ordered the wrong product, size, style, color or variation.

• A product does not suit your personal preferences.

• You are dissatisfied with a product’s size, fit, texture, sensation, intensity, noise level, appearance or performance characteristics when the product is functioning as described.

• A product is incompatible with your personal device, application or intended use, unless compatibility was specifically represented by Nice & Naughty.

• Packaging has been opened, unsealed or tampered with.

• A product has been worn, tried on, used, tested or handled after opening.

• An item was purchased on sale, clearance or promotion.

This policy applies even when the product is unopened, unless an exception described below applies.

Nice & Naughty does not provide a general satisfaction guarantee. We encourage customers to read product descriptions, dimensions, materials, care instructions and compatibility information carefully before purchasing. Our team is available to help with product questions before an order is placed.

Damaged, Incorrect or Missing Items

Please inspect your order as soon as it arrives.

Contact Nice & Naughty within seven calendar days of delivery if:

• You received the wrong product.

• An item is missing from your order.

• A product or its packaging was damaged in transit.

• The package appears to have been opened or tampered with.

• The item is materially different from the product ordered.

Please provide:

• Your full name.

• Your order number or receipt.

• A description of the issue.

• Clear photographs of the product, packaging, shipping carton and shipping label.

• Any additional information reasonably requested to investigate the claim.

Do not open, use, wear or dispose of an incorrect or damaged item while your claim is being reviewed.

Once the claim has been verified, Nice & Naughty will provide an appropriate remedy, which may include a replacement, refund, store credit or other remedy required by applicable law.

If we require an eligible item to be returned, we will provide return instructions. Do not mail or bring an item to a store without prior authorization.

Defective Products

If a product arrives defective or fails to operate when first used according to its instructions, contact Nice & Naughty promptly.

Where possible, initial defects should be reported within seven calendar days of delivery or purchase. Reporting a problem within this period helps us investigate it quickly, but this timeframe does not limit any rights that cannot legally be waived.

We may ask you to:

• Confirm that the product has been charged correctly or that fresh batteries have been installed.

• Follow reasonable troubleshooting instructions.

• Provide photographs or a short video showing the functional problem.

• Provide the product’s batch number, serial number or packaging information.

Please do not submit photographs or videos showing the product being used intimately.

A product will not normally be considered defective where the problem results from:

• Accidental damage.

• Misuse or use contrary to the manufacturer’s instructions.

• Improper cleaning, charging, storage or maintenance.

• Water exposure where the product is not designed to be waterproof.

• Unauthorized alteration or repair.

• Normal wear and tear.

• Depleted batteries or replaceable consumable components.

• Personal preference regarding sensation, fit, power, noise or appearance.

Depending on the product, the date of purchase, available stock, the manufacturer’s warranty and applicable law, the remedy may include troubleshooting assistance, replacement, repair, store credit, refund or referral to the manufacturer’s warranty process.

Where a manufacturer’s warranty applies, Nice & Naughty can help the customer locate the warranty information and provide proof of purchase. A manufacturer’s warranty does not remove any rights the customer may have against Nice & Naughty under applicable law.

Product Safety and Recalls

Stop using a product immediately if it appears unsafe, overheats, leaks, emits an unusual odor, is physically damaged or presents another possible safety concern.

Contact Nice & Naughty with the product name, order information and details of the concern. Do not dispose of the product until you have received instructions.

Any official manufacturer or government recall instructions will take precedence over this policy.

Hygiene and Handling of Opened Products

For the safety of customers and staff, opened or used intimate products must not be mailed back or brought into a Nice & Naughty store unless specifically requested by an authorized member of our team.

Nice & Naughty may not require a physically returned product where photographs, video, serial information or other evidence is sufficient to review the claim.

Order Cancellations and Changes

Contact us immediately if you need to cancel an online order or change an address, product or variation.

We will make reasonable efforts to assist, but changes and cancellations are not guaranteed.

An order cannot normally be changed or canceled after it has entered fulfilment or been shipped. Once shipped, the order remains subject to this all-sales-final policy, except for damaged, defective, incorrect, missing or legally protected orders.

Online Order Fulfilment

Some online orders may be packaged and shipped by approved distribution or fulfilment partners.

Nice & Naughty remains the customer’s point of contact for questions concerning orders placed through the Nice & Naughty website.

Customers should not contact or send products directly to a warehouse, distributor or manufacturer unless instructed to do so by Nice & Naughty or under an applicable manufacturer warranty.

Shipping Delays and Backorders

Shipping and delivery dates are estimates unless expressly stated otherwise.

If we are unable to ship an order within the timeframe stated at purchase, or within the period required by applicable law where no timeframe was stated, we will provide notice of the delay and, where required, offer the customer the option to:

• Accept the revised shipping timeframe; or

• Cancel the affected unshipped item for a refund.

Refunds for properly canceled unshipped merchandise will be issued in accordance with applicable law.

Lost or Undelivered Packages

Contact us promptly if tracking information has not updated for an unusual period, a package appears lost in transit or an order has not arrived within the expected delivery period.

Where a carrier confirms that a package was lost before delivery, Nice & Naughty will provide an appropriate replacement or refund after completing any required carrier investigation.

If tracking shows that a package was delivered but you cannot locate it, please:

• Confirm the delivery address on the order.

• Check with household members, neighbors, reception areas and other safe locations.

• Contact the carrier where appropriate.

• Notify Nice & Naughty within seven calendar days of the recorded delivery date.

We will assist with a carrier investigation. Replacement or refund eligibility will depend on the investigation, the delivery evidence, the circumstances of the order and applicable law.

Nice & Naughty is not responsible for delays or losses caused by an incorrect or incomplete address entered by the customer. If a package is returned to us because of an address error, additional shipping charges may apply before it can be resent.

Refund Processing

Approved refunds will be returned to the original payment method unless otherwise required by law.

After a refund has been issued, banks and payment providers may require additional processing time before the funds appear in the customer’s account.

Original shipping charges are generally non-refundable unless:

• The entire order is canceled before shipment.

• The order was incorrect, damaged or defective.

• The shipment was lost before delivery.

• A refund of shipping charges is otherwise required by law.

In-Store Purchases

Claims relating to an in-store purchase should be directed to the store where the purchase was made. Proof of purchase may be required.

Do not bring an opened or used intimate product into a store unless a staff member has first authorized you to do so.

Online purchases cannot be refunded or exchanged at a retail location unless Nice & Naughty Customer Service has provided prior authorization.

Contacting Us

To report an order problem, contact Nice & Naughty through our Contact Us page or the customer-service details shown on your receipt or order confirmation.

Please include your order number, purchase date and a clear explanation of the issue so that we can assist you efficiently.

Your Legal Rights

Nothing in this policy is intended to exclude, restrict or replace any consumer right or remedy that cannot legally be excluded under applicable federal or state law.

Where this policy conflicts with a non-waivable legal requirement, the applicable legal requirement will apply.