Refund policy

Return Conditions

To proceed with a refund, the entire package must be returned, including the original product as well as any gift or promotional item received with it. For products that include download codes for applications, the code must not have been used to receive a full refund.

Returns will only be accepted if the material remains unopened and in perfect condition, within 14 calendar days of receipt.

These returns will be processed as balance refunds, as there is no regulation governing return rights between companies. Therefore, the return process will follow the conditions established by HELL’S QUEEN.

Return Restrictions

Returns of products in blister packs, heat-sealed packaging, or those with broken factory security seals will not be accepted.

These conditions do not affect the right to warranty or exchange in the case of defective products. HELL’S QUEEN reserves the right to deny a return if any anomaly is detected in the returned product.

For more information on the return process, please connect our customer service team at: hellsqueen369@gmail.com

What is the deadline for returns?

15 days If you have bought a product, received it but do not want it.

2 years if it is a product under warranty that does not work.

24 hours for transport damage.

How long does it take to refund the money?

The deadline for receiving an answer is from 1 to 7 working days, from the time the package arrives at our facilities.

How do I return two or more items from the same or different orders?

Add items from different orders or the same order and manage a single return.

Are there items that cannot be returned?

Yes, there are some products that cannot be returned. Products without their original packaging, which have been opened or that do not have their original seal. Lingerie products may not be returned, we strictly follow health and safety regulations. Damaged or incomplete products may not be returned. Products not acquired in Hell’s Queen. For this reason all our products incorporate security mechanisms that let us know whether or not the product was acquired at Hell’s Queen.

In many cases the products include gift batteries, if the batteries do not work it does not mean that the product does not work, sometimes the gift batteries are discharged and the toy needs new batteries, in this case the product does not have a return.

What is the time limit for a product guarantee?

The product warranty is 2 years for new items and 1 year for items on offer or purchased at the Outlet. Although it will depend on the policy of each manufacturer. The warranty starts from the invoice date. At Hell’s Queen we have a non-detectable warranty seal with a code assigned to the product that identifies the date of shipment, which must coincide with the information provided by you.

How long does it take to process a warranty claim?

The period for this process is generally from1 to 7 working days, however we always do our best to accelerate the process.

Do I have to keep the original packaging?

When dealing with personal hygiene articles, it is essential to send the article in its original packaging. The need to store the original packaging in order to process the warranty is clearly stated in our website conditions. Store the product in its original packaging and place that into another box. In this way it will be protected during transport. You also need to include all the accessories.

I received a package that was handled or which was bashed

On some occasions, very much to our regret, a package suffers damage during transport which affects the items inside. If you have found a damaged package or that has signs of having been handled and the products inside are affected, we will take care of it immediately here at Hell’s Queen.

We ask you to please manage the return by indicating "The product or order has arrived damaged/handled" as the reason and we will take care of everything.

Select the affected products by selecting the order for this incident and click "Return". From the possible reasons for your query, choose "the product or order has arrived damaged/handled" and complete the rest of the sections.

Keep in mind that a cardboard box could have been bashed, but the products inside it are in perfect condition. The reason for packaging is to protect the products, so you should open the box carefully and check if the contents are in perfect condition. If there is no physical damage, there is no reason to declare a transport incident.

It will be essential to take photos of the outer box to check the state in which you have received your shipment in order to process any claim.

On the other hand, if there is no physical damage, but you find that some product is not working as it should, then this would be covered under the warranty as "The product or order has arrived damaged/handled”.