Skip to content
18+ only. Age is confirmed at checkout and again on delivery. Every order ships in plain outer packaging.
QUIETIVY brand mark QUIETIVY
AC CT0
QUIETIVY information

Returns and Refunds

We want the returns process to be predictable, so the rules below are written as plainly as we can manage. Read the hygiene section first, because it decides whether an item can come back at all.

The hygiene rule

For hygiene and safety reasons, an intimate item that has been opened, unwrapped, used or washed cannot be returned or exchanged. This applies to the item itself, not to the outer parcel. An item that is still sealed in its original manufacturer packaging and has never been opened can be returned under the conditions below. Sealed means the factory seal, wrap or tamper strip is intact. If you are unsure whether your item still qualifies, send us a photograph of the packaging before shipping anything back and we will confirm.

Condition required for a return

  • The item is unopened and in its original, undamaged retail packaging.
  • All accessories, cables, pouches, manuals and inserts are present and untouched.
  • The request is made inside the return window stated at checkout, counted from the delivery date.
  • The item is not one of the exceptions listed below.

Items that arrive damaged, defective or different from what was ordered are handled separately and are not affected by the hygiene restriction, because the fault sits with the parcel rather than with a change of mind.

Damaged or incorrect on arrival

Contact us within 48 hours of delivery and include the order number plus photographs of the item and the outer packaging. Keep everything, including the box, until the claim is closed. We arrange a replacement or a refund, we cover the return postage, and we do not ask you to send back anything that fails a hygiene check.

How to start a return

  • Email the support address with the order number and the reason for the return.
  • Wait for the return authorisation and the label or instructions; do not ship before you have them.
  • Pack the sealed item in its original packaging, then in a plain outer parcel.
  • Send it back within the period stated in the authorisation email.

Return parcels travel back in the same neutral way as outbound orders: no branding on the outside and no product names on the label.

Refunds

Once a return is received and inspected, we email you the outcome. An approved refund goes back to the original payment method. The card issuer or processor then takes its own time to post the credit, which is typically a few business days and can be longer for some banks. Original shipping charges are refunded where the return is our error; where the return is a change of mind, the original shipping charge is not refunded.

Exceptions

  • Opened or used intimate items, for hygiene reasons.
  • Items returned without their original packaging or with missing accessories.
  • Items damaged after delivery through misuse or through a cleaner the maker does not recommend.
  • Clearance items marked as final sale on the listing.

This policy sits alongside your statutory rights and does not replace them.

Contact

There is one address for all of it: order questions, specification details, returns and privacy requests. Write to [email protected], or ring +1 212 555 0142 during business hours. Having the order number to hand makes any purchase question quicker to answer.