If Your Item Is a Toy
- All toys can be returned under warranty to Ann Summers if they develop a fault within 12 months of the purchase date, regardless of brand, as long as you purchased it from us.
- All Ann Summers‑branded toys (for example, Moregasm, MyViv) come with a 12‑month warranty from the date of purchase.
- Some toys made by other brands (such as Fleshlight, Satisfyer, or We‑Vibe) may come with a different or longer manufacturer’s warranty.
- You may need to register your product with the brand to activate or secure the longer warranty.
If Your Item Is Not a Toy (e.g. Lingerie, Bondage, Nightwear, Swimwear, Clothing)
- Other products can be returned under warranty within a reasonable period if there is something wrong with them.
- We’ll assess the issue and guide you through the next steps.
What Happens Next (Returns Under Warranty)
- When you contact us about a return under warranty, we will usually ask for images or a short video of the product.
- This helps us understand the fault more clearly,
- Speeds up diagnosis, and
- Allows us to confirm the next steps more quickly.
- Once a faulty item is returned to us under warranty, it will be inspected.
- If a fault is confirmed, we’ll:
- Refund, or
- Replace the item, where appropriate (and where stock is available).
We always aim to resolve returns under warranty as smoothly and quickly as possible.
Important to Know
- Returns under warranty must follow our returns process.
- If the returns process is not followed, the return may be rejected.
What Typically Counts as a Fault?
A fault usually means something isn’t working as intended.
Examples can include:
- A toy that won’t turn on, charge, or hold power.
- A product that stops working during normal use.
- A manufacturing defect noticed within the warranty period.
Normal wear and tear, accidental damage, or misuse are not usually classed as faults, but we’ll always review each case carefully.
Do I Need the Original Packaging?
- Keeping the original packaging can be helpful, but it isn’t always required for returns under warranty.
- What’s most important is your order confirmation or receipt, so we can locate your purchase.
If you’re unsure what to send back, our team will guide you.
How Long Does a Warranty Return Take?
- Once we’ve received the item under warranty, it will be inspected by our Returns Team.
- If a fault is confirmed, we’ll arrange a refund or replacement (where stock is available).
- Refunds are usually processed within 10 days, though this can take a little longer during busy periods or depending on your bank.
We’ll keep you informed at each stage.
Why Do You Ask for Photos or Videos?
When you contact us about a return under warranty, we’ll usually ask for:
- Clear images, or
- A short video showing the issue.
This helps us to:
- Understand the fault more quickly.
- Confirm whether it’s covered under warranty.
- Advise the correct next steps without delay.
It often means we can resolve things faster for you.
Do I Have to Use the Returns Process?
Yes - this is really important.
- All returns under warranty must follow our official returns process.
- Returns sent back outside of this process may be rejected or delayed.
If you’re not sure how to start, our Customer Services team will talk you through it step by step.
Can I Return a Faulty Item In Store?
- Some warranty returns can be handled in store, depending on the product and how it was purchased.
- In other cases, we may ask you to use our returns portal so the item can be inspected correctly.
We’ll always let you know the best option for your situation.
What If I’m Not Sure Whether My Item Is Faulty?
That’s absolutely fine.
- You don’t need to diagnose the issue yourself.
- If something doesn’t feel right, just contact us and explain what’s happening.
- We’ll help you understand whether it’s likely to be a fault and what to do next.