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The short version
We stand behind every order that leaves us. If what you receive is faulty, damaged, or not what you ordered, we’ll put it right with a replacement, an exchange, or store credit for the full value. If you’ve simply changed your mind, we’re not able to accept a return once your order has been opened, for the hygiene reasons explained below. To be clear, nothing we ever receive back is resold to another customer. If you want to cancel or change an order before it’s even been dispatched, that’s always free, and you’ll get a full cash refund since your payment was never really put to use.
If you’ve simply changed your mind
Because of the nature of what we sell, we can’t accept returns for a change of mind once an order has been delivered and opened. This isn’t us being difficult. It’s a hygiene and safety standard used across intimacy and wellness retail everywhere, and it protects every customer who buys from us, including you, by guaranteeing that what you receive has never been opened or handled by anyone else.
It’s also worth knowing that we never resell anything that comes back to us, for any reason. If an item is returned, whether faulty or otherwise, it’s written off, not restocked. That’s part of why we hold this line on change-of-mind returns: it isn’t a policy we can bend case by case without undermining the guarantee every other customer is relying on.
If your order is still sealed in its original, undamaged packaging, get in touch with us at orders@baadbunny.com within 7 days of delivery and we’ll do what we can, though once an item has left our care, we can’t always guarantee we’ll be able to accept it back. The simplest way to avoid this altogether is to take an extra moment before checkout to double check you’ve chosen the right product, size, or variant.
If something’s wrong with your order
Faulty, damaged in transit, or not what you ordered: if something’s genuinely wrong, that’s on us, and we’ll fix it. Email orders@baadbunny.com within 7 days of delivery with your order number and a couple of photos showing the issue, and once we’ve confirmed the problem, we’ll offer you a replacement of the same item, an exchange for something else of equal value, or store credit for the full order value, whichever works best for you. This applies whether or not the packaging has been opened, since a fault often can’t be spotted without opening the item first. As above, the item itself is written off once it’s back with us, not resold.
A note on store credit: we issue it as a code by email, it covers the full value of your order, and it doesn’t expire, so there’s no rush to use it. We’re not able to offer cash refunds for faulty or incorrect items; store credit is how we make this right.
Cancelling before your order is dispatched
Had a change of heart right after ordering? You can cancel or amend your order completely free of charge at any point before it’s dispatched. Just email orders@baadbunny.com with your order number as soon as you can. Because your order hasn’t shipped yet, this is treated as a straightforward cancellation, not a return, so you’ll get a full cash refund back to your original payment method, not store credit. For scheduled deliveries booked for a future date, you can cancel or reschedule up to 24 hours before your booked time slot at no charge. Once your order has been handed over to our courier partner, PickMe Flash or Uber Parcel, for delivery, it can no longer be cancelled, and the change-of-mind terms in Section 3.2 take over from there.
How refunds and store credit work
These are two different things, and it’s worth knowing the difference. If you cancel an order before it’s dispatched, that’s a genuine refund. We reverse your payment in full through WEBXPAY, usually within 7–14 business days. If we’ve confirmed a fault with a delivered item, that’s handled with store credit instead, issued within 7–14 business days of us confirming the issue. Delivery fees are refunded in full where an order was cancelled before dispatch or where the fault was ours; they’re not refundable in change-of-mind situations, since those aren’t accepted in the first place.
How to report a problem
Email orders@baadbunny.com with your order number and a short description of what’s happened, along with photos if it’s a faulty or damaged item. We read and reply to every message personally, and we aim to get back to you within one business day with next steps.
Discretion, always
Whatever the reason you’re reaching out, our replies, any packaging involved, and any return instructions we send will stay exactly as discreet as your original order. Nothing we send will reference product names or contents.
Contact us
Questions about a return, exchange, store credit, or cancellation: orders@baadbunny.com.