COVID-19 RETURN POLICY UPDATE:
ALL SALES ARE FINAL FOR THE HEALTH AND SAFETY OF CUSTOMERS, STAFF, AND OUR COMMUNITY AT LARGE.
Return Policy:
Since every body is different, and since everyone has different needs and preferences, we are unable to guarantee your satisfaction. We expect you to perform due diligence in researching the products you're purchasing, and reach out to us with any questions, in order to help you make the best choice for your needs. While you can rest assured that your purchase is of excellent quality and thoughtful design, one person's "Holy Grail" might be another's "Major Fail" simply due to those differences that make us all unique.
That said, we do not accept returns or exchanges on most products, even if the items are still in sealed packaging and have never been touched, for reasons of health and safety. As such, the sales of the following items are final: all pleasure products, lotions & potions, BDSM gear, lingerie separates, masculine lingerie, teddies/bodysuits, top & bottom sets, boxed outfits, stockings/hosiery, wigs, gender confirming products, novelties, media, furnishings, and accessories.
Due to the variations in computer monitors, colors may differ from what you perceive on your particular monitor. Do note that product measurements are provided by the manufacturer and may vary ever so slightly from the actual item. This is the most accurate information we have at the time a product is added to the site. If you are unsure of color or size you can view the items in person at our Danbury store location.
Damaged Goods:
If your purchase is damaged or defective upon receipt, we will grant an exchange for the same exact product up to 14 days from the date of purchase. If for some reason we are sold out of the specific item, store credit for the amount paid will be issued.
If after 14 days your product inexplicably stops working, check to see if the item has a manufacturer’s warranty. If your toy is covered, contact the manufacturer directly.
If you think you may have a damaged or defective product, send an email to satinandlaceofdanbury@gmail.com with your order number, or give us a call at (203) 794-1900. Please make sure you have all the product parts, accessories, and packaging that came with the product in order for the exchange to be granted.
Clearance Item Exception:
Clearance items are often deeply discounted and all sales of these items are final. These items may not be eligible for replacement in case of future malfunction. Manufacturer warranties might not apply to clearance items.
Unauthorized Returns:
You will not receive store credit for an item returned without prior authorization. Unauthorized returns include:
Returns made without approval (unauthorized returned packages will be returned to sender as Refused)
Returns made with the pretense that there is a defect, when in fact, one does not exist
Returns made after the return parameters have expired
Refused shipments, please do not refuse your shipment
