Refund policy

💛 Your satisfaction genuinely matters to us — it's the reason we built Nancy.
1. Unopened Products (within 30 days)
Changed your mind? No problem. You can:

  • Exchange for a different product — we’ll swap it out at no extra cost.
  • Return for a full refund — simply send it back unopened, unused, and in the original packaging, and we’ll refund you in full.
Note: The Snack Pack (consisting of water-based lube and oil) are only eligible for return if the shrink wrap is fully sealed and intact, and must be returned within 30 days of the purchase date. Once the product is received and its condition is verified, a full refund will be issued.
Due to hygiene and safety standards, returns must be in their original sealed packaging.

2. Opened Products (within 30 days)
We know personal wellness products are… well, personal. If you’ve tried yours and it’s not quite right, our Pleasure Guarantee has you covered:
  • Exchange for a different product - Our most popular option. We’ll send you something better suited at no extra cost. Our care team can help you find the right match.

Note: Please note that lubes, oils, and accessories are not covered under our Pleasure Guarantee Policy.

Not sure which option is best?
Message our care team — they’ll help you find the perfect fit.

Return Policy on Bundles
If you have purchased a bundle containing two or more items, please note that the bundle is considered one product under our Satisfaction Guarantee, as bundle pricing includes special discounts on the individual items.
  • Exchanges: You are eligible for one exchange per bundle. If you choose to exchange your bundle for another product, we will send one unit of your chosen replacement product.
  • Returns & Refunds: If you wish to return a bundle, the entire bundle must be returned together, completely sealed, unused, and in its original condition. Once the complete bundle is received and meets our return requirements, your refund will be processed.
  • Partial Returns: We’re unable to accept partial returns or issue partial refunds for individual items within a bundle.
Our Pleasure Guarantee is a one-time courtesy per customer.
It’s a trust-based system we created because we believe in what we make — and we hope it’s used in that same spirit. 💛

3. Damaged or Defective Products
Received something that isn’t working properly?
Just reach out with a photo or short video, and our team will sort it out right away.