Return & Store Credit Policy

Last Updated: October 15, 2026

This Return & Store Credit Policy applies to physical products purchased through GruntHQ ("Website," "we," "us," or "our"). Our store offers adult products, including sex toys, intimate products, sexual wellness products, accessories, and related merchandise. Because many products are intended for intimate or personal use and are fulfilled through third-party distribution partners, special health, safety, hygiene, and fulfillment restrictions apply.

1. General Policy: All Sales Final

Except where specifically provided in this Policy or required by applicable law, all product sales are final.

We do not accept general returns because a customer changed their mind, ordered the wrong product, no longer wants the product, did not use the product, or the product remains unopened.

Approved customer-service claims may be resolved through store credit, replacement merchandise, replacement components, an exchange where specifically approved, or another appropriate accommodation. We do not ordinarily provide cash refunds for merchandise except where required by applicable law or necessary to correct an actual billing or payment-processing error.

2. Hygiene and Safety

For health, safety, and hygiene reasons, intimate products cannot be returned for resale once shipped to and received by the customer.

This restriction applies particularly to sex toys and products intended for direct bodily contact; intimate apparel; lubricants, oils, creams, gels, cleaners, and consumable products; personal-use accessories; and other products where resale may create a hygiene or safety concern.

Products that have been opened, used, tested, activated, worn, or had hygiene seals removed are not eligible for ordinary return or exchange. These restrictions do not affect any consumer rights that cannot legally be waived.

3. Do Not Return Merchandise Without Authorization

Do not mail or ship merchandise back unless Customer Support specifically instructs you to do so.

The return address that may appear on a shipping label or package is not authorization for a customer return. Unauthorized returns may be refused, destroyed, returned to the sender, fail to qualify for store credit, or result in additional shipping or handling charges.

Customers must contact Customer Support before taking any action involving damaged, defective, incorrect, or otherwise disputed merchandise.

4. Damaged Products

Customers should inspect their shipment promptly after delivery. If a product arrives physically damaged, contact Customer Support within 7 days of delivery.

We may request your order number; photographs of the shipping carton, shipping label, packing materials, and product packaging; photographs or video of the damaged product; and a written description of the damage.

If the claim is approved, available remedies may include replacement merchandise, replacement components, store credit, or another appropriate accommodation. Do not return damaged merchandise unless Customer Support specifically provides return instructions.

5. Defective Products

A product with an apparent manufacturing or functional defect is handled separately from an ordinary return. If you believe your product is defective, contact Customer Support promptly after discovering the issue.

We may request your order number and proof of purchase; photographs or video demonstrating the issue; the product serial number or packaging information, where applicable; reasonable troubleshooting information; and a description of the alleged defect.

If a defect claim is approved, available remedies may include replacement of the product or a defective component, store credit, assistance with an applicable manufacturer warranty, or another appropriate remedy. Do not return or dispose of the product unless Customer Support specifically instructs you to do so.

Damage caused by misuse, improper cleaning, improper storage, normal wear and tear, accidental damage, unauthorized modification, neglect, incompatible products, or failure to follow manufacturer instructions may not qualify as a defect.

6. Incorrect Items

If you receive a product different from the product shown on your order confirmation, contact Customer Support within 7 days of delivery. We may request your order number, photographs of the product and packaging, UPC or SKU information, and photographs of the packing slip.

Once verified, we may provide the correct product, store credit, replacement merchandise, or another appropriate remedy. Do not return the incorrect product unless specifically instructed to do so.

7. Missing Items

If your shipment is missing an item shown on your order confirmation or packing slip, contact Customer Support within 7 days of delivery. We will review the fulfillment information associated with the order. If we confirm that an item was omitted, we may ship the missing item, provide store credit, or provide another appropriate remedy.

8. Out-of-Stock or Unfulfilled Items

Our fulfillment partners may occasionally be unable to fulfill a product after an order is placed because of inventory availability. When an item cannot be fulfilled, the affected item may be cancelled from the order.

If the customer was charged for an item that was not fulfilled, we will correct the charge, reverse the applicable amount, or provide another lawful remedy as appropriate. A cancelled or unavailable item does not necessarily cancel other items in the same order.

9. Store Credit

When store credit is approved, the credit will ordinarily equal the eligible merchandise value after any applicable deductions.

Store credit may be issued through a digital gift card, customer account credit, or another electronic method supported by the Website.

Store credit is not redeemable for cash unless required by law; cannot be returned to a credit card or other payment method; cannot be transferred to another customer; and may be used only for eligible purchases through the Website.

Store credit does not include original shipping, handling, expedited shipping, or similar charges unless we specifically approve those amounts.

10. Replacement Merchandise

Where appropriate, an approved claim may be resolved through replacement merchandise rather than store credit. Replacement is subject to product availability, fulfillment capability, manufacturer availability, and the circumstances of the claim. If the exact product is unavailable, we may offer store credit or another comparable remedy.

11. Refused, Unclaimed, and Undeliverable Shipments

Customers are responsible for providing a complete and accurate shipping address and for accepting delivery of their order.

If a package is refused by the customer, returned because an incorrect or incomplete address was provided, unclaimed, returned after unsuccessful delivery attempts, or otherwise returned as undeliverable for reasons attributable to the customer, the customer may be eligible for store credit after the package has been returned and processed.

Any store credit issued may be reduced by original shipping charges, return shipping charges, carrier fees, fulfillment costs, and a restocking fee of up to 15% of the returned merchandise value.

Store credit will not be issued until the returned package has been received and verified by the applicable fulfillment provider.

12. Return Shipping

Customers should not independently ship merchandise back to the address appearing on their package. If we authorize a physical return in an exceptional circumstance, Customer Support will provide specific instructions.

Unless the return results from our error or an approved issue for which we have agreed to cover shipping, the customer is responsible for return shipping, original and expedited shipping charges are non-creditable, and return shipping fees may be deducted from any store credit.

13. Order Cancellation

Orders may be cancelled only before fulfillment has begun. Because orders may be transmitted quickly to our fulfillment partners, we cannot guarantee that an order can be cancelled once it has been submitted. Once fulfillment begins or the order ships, the sale is generally final except as specifically provided in this Policy.

14. Processing and Fulfillment

Orders may be fulfilled by third-party distribution and fulfillment providers. Availability shown on the Website may change before fulfillment is completed. In some cases, available items may ship while unavailable items are cancelled.

Estimated standard domestic delivery is 2–5 business days after dispatch. Order processing time is additional. Business days are Monday through Friday, excluding holidays. Delivery estimates are not guaranteed and may be affected by carrier delays, weather or address issues.

15. Billing Errors and Duplicate Charges

This store-credit policy does not apply to actual billing or payment-processing mistakes. If you believe you were charged twice for the same order, charged an incorrect amount, charged for an item that was never accepted for fulfillment, or another payment-processing error occurred, contact Customer Support promptly.

Confirmed billing errors will be corrected as appropriate. Correction may include reversal to the original payment method rather than store credit.

16. Unauthorized Transactions

If you believe your payment method was used without authorization, promptly contact Customer Support and your bank, card issuer, or payment provider. We may request information reasonably necessary to investigate the transaction. Nothing in this Policy limits any rights available for unauthorized transactions under applicable law or payment-card rules.

17. Payment Disputes and Chargebacks

We encourage customers to contact Customer Support before initiating a payment dispute so that legitimate order, shipping, product, or billing concerns can be investigated and resolved.

Nothing in this Policy prevents a customer from exercising lawful rights through a bank, card issuer, or payment provider. Knowingly initiating a false or fraudulent payment dispute may result in account suspension, account termination, cancellation of pending orders, or other remedies available under applicable law.

18. Manufacturer Warranties

Certain products may be covered by a manufacturer's warranty. Warranty coverage, eligibility, duration, and available remedies vary by manufacturer and product. Where applicable, we may assist the customer in identifying or submitting a manufacturer warranty claim. Manufacturer warranty rights are separate from the customer-service remedies described in this Policy.

19. Promotional and Bundled Products

Products purchased through a promotion, bundle, gift-with-purchase offer, or discounted package may be subject to additional conditions disclosed at the time of purchase.

If an approved claim involves part of a bundle, any store credit may be adjusted to account for merchandise retained by the customer, promotional discounts, complimentary products, promotional credits, or other benefits associated with the original transaction.

20. Discretionary Accommodations

In exceptional circumstances, we may choose to provide store credit, replacement merchandise, replacement components, an exchange, a shipping accommodation, or another reasonable customer-service remedy even when the accommodation is not otherwise required under this Policy.

Providing an accommodation in one situation does not create an obligation to provide the same accommodation in another situation.

21. Rights Required by Law

Nothing in this Policy is intended to waive, reduce, or limit any warranty, consumer-protection, payment, return, or other right that cannot legally be waived. If applicable law provides rights greater than those described in this Policy, the applicable legal requirement will control.

22. How to Request Assistance

For damaged products, defective products, incorrect orders, missing items, billing issues, or other customer-service concerns, contact Customer Support through the GruntHQ support page or email [email protected].

Please provide your full name, order number, email address associated with the order, date of purchase, product involved, a description of the issue, and photographs or video where applicable.

Do not return merchandise to the address shown on your package unless Customer Support specifically authorizes the return and provides instructions.