Returns & Refunds

For hygiene and safety reasons — standard practice for intimate products across the industry — returns are accepted in unopened, unused condition:

• ✅ Unopened, unused items in original packaging: return within 30 days of delivery for a full refund of the item price.
• ❌ Opened or used items: not eligible for return — but see below, we still take care of you if something is faulty.

To qualify, items must be in their original packaging with the hygiene seal intact, and include all parts, accessories and manuals. Bundles and sets must be returned complete. Not sure whether yours qualifies? Email us — we’ll give you a straight answer.

For the same reason no reputable intimate-goods retailer can: once a seal is broken, a product can’t be safely restocked or resold, and health regulations don’t allow it. This protects every customer equally. Importantly — if an opened item is defective or stops working, that’s different: it’s covered by our 1-Year Warranty. We’ll replace it, free.

We don’t run a direct exchange program (for the same hygiene reasons), but it’s easy anyway: return the unopened item for a refund, and place a fresh order for what you’d like instead. If the item is faulty, use the warranty — that’s a free replacement.

Three simple steps:

1. Email us — support@binoku.com with your order number, the item, and a one-line reason. Do this within 30 days of delivery.
2. Wait for our reply — we respond within 24 hours (Monday–Friday) with simple instructions and where to send the parcel. Please don’t ship anything back before you hear from us — unannounced returns can’t be matched to your order.
3. Send it back — we recommend a tracked service so your parcel is protected. Once it arrives, we inspect it and issue your refund.

You cover return shipping for change-of-mind returns (we never charge restocking fees). If the return is because of an error on our side — wrong item, damaged in transit, or a defect — we cover everything, including a prepaid return label where needed.

Once your return arrives, we inspect it within 1–2 business days and then process your refund within 1–3 business days. Refunds always go back to your original payment method: PayPal refunds appear almost immediately; card refunds take 3–10 business days depending on your bank. You’ll receive an email confirmation the moment we issue it.

If we’ve confirmed your refund but it hasn’t appeared after the timelines above, first check with your bank or PayPal — then, if it’s still missing, email us. We’ll trace it with the payment provider and chase it until it lands.

Yes — cancelling is even easier than returning. You can cancel any time before your order ships for a full refund, no questions asked. Email us as soon as possible; see our Shipping Policy for details.

We’re sorry about that — and we’ll fix it fast. Email support@binoku.com within 7 days of delivery with your order number and a photo or two (the packaging and the product). We’ll ship a replacement or issue a full refund — your choice — and we cover all shipping costs. You don’t need to send anything back first. Our mistake, our responsibility.

Occasionally items ship in separate parcels and arrive a day or two apart — check your other tracking emails first. If an item is genuinely missing, email us within 7 days with your order number, and we’ll ship the missing piece right away at no cost.

Your consumer rights are fully protected and always come first — nothing in this policy limits them. EU and UK customers additionally have a 14-day right of withdrawal for sealed, unopened items (you may also simply use our wider 30-day window). To exercise it, email us within 14 days of delivery; we’ll refund the item price and your standard outbound shipping, per applicable law. Return shipping for withdrawal returns is at your cost, as permitted by law.