Refund and Returns Policy

Our Promise Before You Read the Policy

We built PrivateToyBox around one belief: you should never feel anxious about buying from us. That includes what happens after your order arrives. If a product isn’t right for you — for any reason — we want to hear from you. This policy exists to protect you, not to create obstacles.

Every return is handled discreetly. Every refund is processed promptly. Every conversation is private.

What You Can Return

Unopened products in original packaging If your item arrives and you change your mind, you have 14 days from the date of delivery to return it. The product must be unopened, unused, and in its original sealed packaging. We will issue a full refund including the original delivery charge.

Faulty or damaged products If your product arrives damaged, defective, or not as described, you are entitled to a full refund or replacement — no questions asked. Contact us within 48 hours of receiving your order and we will arrange a discreet collection at no cost to you.

Wrong item received If we sent you the wrong product, we will collect it and dispatch the correct item immediately. If the correct item is out of stock, you will receive a full refund.

Products that stop working All products sold by PrivateToyBox carry a 12-month warranty against manufacturing defects. If your product develops a fault within this period through normal use, contact us and we will repair, replace, or refund it.

What Cannot Be Returned

To protect the health and safety of all our customers, we are unable to accept returns of:

Opened or used intimate wellness products, for hygiene reasons. This is a standard policy across the industry and is required for the safety of everyone.

Products that have been damaged through misuse, improper care, or use contrary to the instructions provided.

Items returned after the 14-day return window has passed, unless the product is faulty or covered under warranty.

Gift packaging, once opened — however, the product inside remains eligible for return under the standard terms above.

Downloadable or digital products, if applicable.

If you are unsure whether your item qualifies for a return, please contact us before sending anything back. We will always try to find a solution.

How to Start a Return

Getting a return started takes less than two minutes.

Step 1 — Contact us Reach out via WhatsApp at +966 598 459 748 or email us at hello@privatetoybox.com. Tell us your order number, the product you’d like to return, and the reason. You do not need a lengthy explanation — a single line is enough.

Step 2 — We arrange collection For faulty items or wrong orders, we arrange a free discreet collection from your address. For change-of-mind returns, we will send you a prepaid return label or arrange collection depending on your location.

Step 3 — We process your refund Once we receive and inspect the returned item, your refund will be processed within 3–5 business days. You will receive a confirmation message when it is done.

Throughout every step, your privacy is protected. Collection is handled by a neutral courier — there is no branding, no indication of the parcel’s origin, and no reason for anyone in your household to know what is happening.

How Refunds Are Issued

Refunds are returned to the original payment method used at checkout.

Credit or debit card: 3–5 business days after we process the refund. The time it takes to appear in your account depends on your bank — most Gulf banks process within 2 business days, but some may take up to 7.

Tabby (Buy Now Pay Later): Your Tabby plan will be cancelled or adjusted and you will not be charged for returned items. Tabby will notify you directly.

Apple Pay / STC Pay: Refunded within 3–5 business days to the linked card or wallet.

Cash on delivery (if applicable): Refunds for cash payments are processed via bank transfer. We will ask for your account details securely and transfer within 5 business days.

If you paid during a promotional period and the original price was discounted, the refund will reflect the amount you actually paid — not the full retail price.

Exchanges

If you would like to exchange a product for a different size, colour, or variant, we are happy to arrange this within the 14-day window, provided the item is unopened. Contact us via WhatsApp and we will confirm availability and arrange the swap. If there is a price difference, we will either charge or refund the difference accordingly.

Delivery Costs and Returns

If the return is our fault — wrong item, faulty product, or damage in transit — we cover all collection and re-delivery costs in full. You pay nothing.

If you are returning for personal preference — a change of mind, or a product that does not suit you — return delivery is free of charge for orders within the UAE. For other Gulf countries, a flat return collection fee of AED 25 / SAR 25 / QAR 25 applies, which will be deducted from your refund.

Original delivery charges are refunded in full if the product is faulty, damaged, or incorrect. For change-of-mind returns, the original delivery fee is non-refundable.

Damaged in Transit

All our orders are packed carefully to prevent damage during delivery. If your parcel arrives visibly damaged on the outside, please photograph it before opening and contact us immediately. If the product inside is also damaged, we will arrange a replacement or full refund without any further discussion.

We ask that you photograph the packaging and product if possible — this helps us raise a claim with the courier and improve our packaging.

International and Cross-Gulf Orders

We ship across Saudi Arabia, the UAE, Qatar, Kuwait, and Bahrain. Return policies apply equally to all Gulf destinations. Return collection is arranged through our courier partners in each country — the process is the same regardless of where you are located.

For orders shipped outside the Gulf region, please contact us directly to discuss returns, as arrangements vary by country.

Privacy During the Returns Process

We understand that returning an intimate wellness product requires the same discretion as buying one. Here is exactly what we guarantee:

All return communications happen via your preferred private channel — WhatsApp or email only. We never call unexpectedly.

Collection is carried out by a standard courier in unmarked packaging. The courier does not know the contents of the return parcel.

Your return reason is recorded internally only for quality control purposes. It is never shared, referenced in marketing, or used to identify you.

Refund transactions appear on your statement under a neutral merchant name — not PrivateToyBox.

Contact Us About a Return

Our team is available to help with any return, refund, or exchange query.

WhatsApp: +966 598 459 748 — fastest response, typically within minutes Email: hello@privatetoybox.com — response within 2–4 hours Hours: Saturday to Thursday, 9:00 AM – 11:00 PM Gulf Standard Time

When you contact us, please have your order number ready. Everything else we will handle for you.