Product returns unwanted items – Sex Toys, Sex Machines and Bondage Products

Cloud Climax will accept unwanted items for return or exchange for up to 14 days after your order has been delivered.

These products must be unopened, unused or unworn as appropriate.

All returned products will be checked upon receipt into our warehouse and refunds will not be processed until after returns are received, checked and processed. Processing can take 7-14 days and refunds can take 7-14 days once processed.

Liberator Bedroom Adventure Gear

Liberator Bedroom Adventure Gear will not be accepted for return if the Shape has been expanded.

RealCock2 by RealDoll

RealCock2 Phalluses will not be accepted for return unless the product is deemed faulty, due to the bespoke nature of the product.

Lingerie, Clothing and Hosiery Returns

Lingerie, Bodystockings and other consumables are exempt from your right to return unless they are faulty and deemed to be faulty upon receipt.

Doll returns

We do not accept doll returns – see our full policy here

Faulty items

Faulty Items of Sex Toys or Lingerie will be replaced or exchanged up to 30 days after purchase unless otherwise stated upon the product page.

How to return a product

• Contact us by email or by phone to request a returns number and a returns slip
• Print the returns slip and put it into your parcel with your unused, unopened item.
• Send the item back to the supplied address.
• Please make sure to get a free certificate of posting from the Post Office and keep this safe. This is your proof of postage should your item not arrive.

Please note

• Cloud Climax does not cover return charges, the cost of returns is paid by the customer.
• Any returns without a number will not be processed.
• We cannot accept responsibility for any items returned without a certificate of posting. We recommend using a recorded service.

We accept no returns to our registered office address. Any returns made to our registered office address will not be processed. To return a product within the above guidelines you will be provided with our returns warehouse address by e-mail. This is the only address that accepts product returns.

Should your unwanted item be returned to us in an unsanitary, opened or used condition, we will have no choice but to decline your refund and return the item to you.

Doll Returns – full policy

All sales are final. We have a firm no doll returns policy due to the nature of the product. No refunds are given on completed products. Due to the nature of the products, no returns will be accepted and consumers agree that they will not have the right to cancel the contract. After production has begun no cancellations are permitted.

Under Section 28(3)(a) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the cancellation rights conferred by the aforementioned regulations do not apply where:

“In the case of a contract for the supply of sealed goods which are not suitable for return due to a health protection or hygiene reasons, if they become unsealed after delivery”

Additionally, under section 28(1)(b) of the aforesaid regulations, the regulations do not apply where: “goods that are made to the consumer’s specification or are clearly personalised’ from the right to cancel”.

Doll orders will usually take 6-12 weeks to facilitate dependant upon manufacturer. We will let you know an estimated delivery time-frame once you have placed your order via email. You can see the latest doll manufacturing timescales in our NEWS section which is frequently updated. Sometimes delays occur due to manufacturers delays, festivals, holidays, shipping delays etc and Cloud Enterprises Limited will not be held responsible for delays with your order. We will keep you updated with any delays that do occur during the order process or that may impact your production or delivery timeframe via email or in the News Section. Some manufacturers take longer than others and those timescales will be outlined on the product page. We will not allow any cancellations due to timescale delays and our full cancellation policy will still apply.

If you have any questions or queries about this policy please contact us.

For full terms and conditions please see here.