30-day return window

You may return unused, unopened items within 30 days of delivery for a refund. Tell us within 30 days of receiving your order, and send the parcel back within 14 days of receiving your return authorisation.

Hygiene exclusion — please read before ordering

Because we sell intimate products, we cannot accept returns of items whose hygiene seal has been broken. This applies to every insertable and wearable product, and to anything that has been used, washed, or worn against the skin. The same rule applies whether or not a fault is claimed, except where the item arrived faulty (see below).

This exclusion reflects the statutory rule for sealed goods unsealed after delivery for health protection or hygiene reasons (EU Consumer Rights Directive 2011/83/EU, Article 16(e); UK Consumer Contracts Regulations 2013, regulation 28(1)(b)). It does not affect your rights in respect of faulty goods.

What can be returned

• Items still sealed in their original hygiene packaging, in resaleable condition
• Items that arrived damaged, defective, or different from what you ordered
• Accessories and wellness items that have not been opened or used

How to start a return

1. Email info@rougebud.com with your order number and the reason for the return.
2. We reply within one business day with an RMA number and the return address.
3. Pack the item securely and write the RMA number on the outside of the parcel.
4. Send it back with a tracked service and keep the receipt until the refund is issued.

Return shipping for change-of-mind returns is paid by you. For faulty, damaged, or incorrect items we cover the return postage.

Refunds

We inspect returned parcels within 3 business days of arrival. Approved refunds are issued to the original payment method within 5–10 business days; your bank may take a further few days to post it. We refund the product price and, where the item was faulty or incorrect, the original shipping cost. Original shipping is not refunded for change-of-mind returns.

Faulty items and warranty

Electronic products carry a 12-month warranty from the date of delivery. If an item stops working within that period, send us a short video showing the fault and we will repair, replace, or refund it. Warranty does not cover wear and tear, water damage on items not rated waterproof, or damage caused by a charger other than the one supplied.

Cancellations

You can cancel free of charge any time before your order is dispatched — email info@rougebud.com or use the cancellation link in your order confirmation. Once a parcel has been dispatched, the return process above applies.

Before you file a chargeback

If something has gone wrong, contact us first. We resolve most issues within two business days, and a chargeback freezes that process. Refunds already issued before a chargeback is filed may be reversed by your bank, which delays the outcome for you.