Returns & Refunds Policy
At Scandals, we want you to shop with confidence. If something isn’t quite right, we’ll always do our best to help.
Online Returns
Online orders can be returned within 30 days of receiving your order for a refund or exchange.
To qualify for a return, items must be:
In-Store Purchases
Items purchased in-store may be returned within 14 days of purchase, subject to the same return conditions.
Please contact your local Scandals store directly for assistance with in-store returns and exchanges.
Items That Cannot Be Returned
For hygiene and safety reasons, we’re unable to accept returns on:
If you’re unsure whether your item is eligible for return, please contact our customer support team before submitting a return request.
Proof of purchase is required for all returns and exchanges.
How To Start An Online Return
To make things quick and easy, all online returns and refund requests must be submitted through our Returns Portal before items are sent back to us.
Starting your return is simple:
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Open the Returns Portal through our website, by clicking the account icon and logging in, or the link in your order confirmation email.
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Enter your order number and the email address or mobile phone number used when placing your order.
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Select the item(s) you’d like to return and choose your reason for return.
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Once approved, we’ll email you full return instructions.
Please wait for your return approval before sending any items back to us, as unapproved returns may delay your refund or exchange.
If you need help accessing the Returns Portal, contact us anytime at info@scandals.love and our team will be happy to assist.
Refunds
Once your return arrives with us, our team will inspect it and send you an email confirming we’ve received your item.
If your return is approved, your refund will be processed back to your original payment method within a few working days.
Late or Missing Refunds
If your refund hasn’t appeared yet:
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Check your bank account again.
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Contact your card provider, as processing times can vary.
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Contact your bank, as refunds can sometimes take several working days to appear.
If you’ve done all of the above and still haven’t received your refund, please contact us at info@scandals.love.
Sale Items
Sale items may also be returned provided they meet our standard return conditions, unless marked as final sale or non-returnable.
Exchanges
If your item arrives faulty, damaged, or incorrect, we’ll happily replace it.
We may also offer exchanges in other circumstances provided the item is unused, unopened, and returned in its original condition.
To arrange an exchange, simply submit a request through our Returns Portal.
Gifts
If your item was purchased as a gift, returns and exchanges can still be arranged within the applicable return period, provided the item meets our return conditions.
Refunds are always returned to the original payment method used when the order was placed.
If you need help with a gift return, our customer support team will be happy to assist.
Returning Your Order
Returns should only be sent to the address provided in your return approval email.
Return Shipping Costs
Scandals Account Holders qualify for free returns on eligible online orders.
Customers without a Scandals account are responsible for return shipping costs unless the item received was faulty, damaged, or incorrect.
Shipping costs are non-refundable unless the return relates to a faulty or incorrect item.
We recommend using a tracked delivery service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Where Is My Order?
Once your order has been dispatched, you’ll receive a confirmation email with tracking details.
If you need help tracking your order, please contact us at info@scandals.love and our team will be happy to help.
Why Isn’t My Discount Code Working?
A few things to check:
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Make sure the code has been entered correctly (codes are case-sensitive).
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Try copying and pasting the code directly into the checkout box.
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Check the expiry date and promotion terms to make sure the code is still valid.
Pricing Policy
We always do our best to keep online and in-store pricing as consistent as possible, however prices and promotions may occasionally vary between stores and our website.
Your Happiness Guarantee
Free Returns for Scandals Account Holders
Scandals Account Holders can return eligible unopened, unused, or unworn online purchases within 30 days for a refund or exchange.
Simply submit your request through our Returns Portal and follow the instructions provided by email.
Don’t have a Scandals account yet? Creating one is quick, easy, and free.
Product Fault Promise
At Scandals, we stand behind the quality of our products.
If your product develops a manufacturing fault within 12 months of purchase, please contact our customer support team and we’ll work with you to resolve the issue as quickly as possible.
Depending on the product and nature of the issue, we may offer:
To help us assess the issue, we may ask for:
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proof of purchase,
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your order number,
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photos or videos showing the fault,
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and confirmation that the product has been used and cared for correctly.
What Is Covered
Our Product Fault Promise covers manufacturing faults and defects that occur during normal intended use and in accordance with product care instructions.
What Is Not Covered
This promise does not cover:
For hygiene reasons, some faulty products may not need to be returned. In some cases, we may request the item is returned for inspection before a replacement or resolution is approved.
Replacement products provided under this promise do not extend or restart the original coverage period.
This promise is provided in addition to your statutory consumer rights.
Sex Toy Satisfaction Promise
We want you to love what you buy from us.
If you’re not completely satisfied with a sex toy purchased from Scandals, contact us within 30 days of receiving it and we’ll help you choose a more suitable alternative.
Terms & Conditions
The Satisfaction Promise:
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applies to sex toys only,
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excludes lingerie, lubricants, herbal products, bondage items, gifts, and games,
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and requires the product to be returned within 30 days of delivery.
To make a claim:
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Have a Scandals account.
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Submit a return request through the Returns Portal and note “Sex Toy Satisfaction Promise Claim” as the reason for return.
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Return the item within 30 days of receiving it.
Depending on the product and circumstances, we may offer a replacement product of similar value at our discretion.
If you choose a lower-priced replacement, the difference will not be refunded.
We cannot exchange sex toys for unrelated items such as lingerie or lubricants.
The number of replacement products offered under this promise is entirely at Scandals’ discretion.
Used products returned after 30 days that are not faulty may be disposed of and will not qualify for a refund or replacement.
Don’t Have A Scandals Account?
Create your Scandals account today to enjoy:
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Free returns on eligible online orders
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Product Fault Promise support
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Sex Toy Satisfaction Promise
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Faster checkout and order tracking
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