Returns & Exchanges

The forttroff.com Satisfaction Guarantee. Effective September 1, 2026.

1. The Satisfaction Guarantee

• 15 days for any reason. Within 15 days of delivery you can exchange any unused item or return it for store credit, whatever the reason.
• 30 days for defects. If an item is defective for any reason, you can exchange it within 30 days of delivery.
• Some products carry an extended guarantee. Some exclusive and limited products come with a 60 or 90 day satisfaction guarantee instead of the windows above. These are typically limited to special releases and some heavyweight sex furniture. Email us with your order number and we will confirm the window that applies to your item.
• Settled as store credit or exchange. Returns under the guarantee are settled as an exchange or as store credit for the total amount you paid at checkout, not as a cash or card refund. A limited number of items require a restocking fee. Where the law of your country gives you a right to a monetary refund, that right applies and is explained in section 6.

2. Hygiene standard for returns

forttroff.com sells intimate products, and hygiene is non-negotiable. To be accepted, a returned item must be unused and returned with all original boxes and packaging materials, including the manufacturer's box, inner packaging, manuals, accessories, and documentation. Items that have been used or that arrive without complete packaging cannot be accepted.

3. How to start a return or exchange

1. Email info@forttroff.com with your order number, the item, and whether you would like an exchange or store credit. Requests must be sent within the 15-day window (30 days for defects).
2. Our team replies with return instructions and the address to send the item to. Please do not ship anything before you hear from us.
3. Pack the item in its complete original packaging inside a plain outer box and ship it using a tracked service.
4. Once the return reaches our warehouse and our returns team processes it, we email you and issue your store credit or dispatch your exchange.

4. How store credit works

Store credit is issued for the total amount paid at checkout for the returned item, less a restocking fee on the limited number of items that require one. Store credit is sent to the email address on your order. It never expires and can be used on any product at forttroff.com.

5. Defective items

If an item arrives damaged or develops a fault within 30 days of delivery, email us with your order number, a description, and a photo or short video of the issue. We will arrange an exchange for the same item or, if it is out of stock, an equivalent item or store credit. Our team will let you know if we need the item back.

6. Your statutory rights by country

The Satisfaction Guarantee is forttroff.com's own promise and sits on top of the consumer protections of the place you live. Nothing in this policy limits those protections.

United States

This is our complete return and exchange policy, posted as required by California Civil Code section 1723 and applicable state law. Returns are settled as store credit or exchange, subject to the hygiene standard above, together with any rights that cannot be limited under your state's law.

European Union and United Kingdom

If you are a consumer in the EU or UK you have two additional protections:

• Right of withdrawal (14 days). You may cancel your order within 14 days of receiving it without giving a reason and receive a refund to your original payment method, including standard delivery charges. Because our products are sealed for health and hygiene reasons, this right does not apply to any item that has been unsealed after delivery. Unopened items in their original sealed packaging can be returned under this right. How to cancel, the model form, and timelines are on our Right of Withdrawal (EU and UK) page.
• Legal guarantee of conformity. Products must match their description and be of satisfactory quality. If a product is faulty, you are entitled to repair or replacement and, if that is not possible or does not solve the problem, a price reduction or a refund to your original payment method. This guarantee lasts 2 years in the EU and up to 6 years in the UK (5 years in Scotland).

Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The Satisfaction Guarantee applies in addition to these guarantees. Where a product has a major failure, you may choose a refund to your original payment method or a replacement. Claims under the Australian Consumer Law are not limited to the 15-day or 30-day windows above.

Canada

Provincial consumer protection laws imply a warranty that products are of merchantable quality and fit for their purpose. Where a product is defective and those laws entitle you to a refund rather than an exchange, we honor that right. Contact us at info@forttroff.com to make a claim.

Common questions

Can I return a forttroff.com product?

Yes. Within 15 days of delivery you can exchange any unused item or return it for store credit for any reason, as long as it is unused and in complete original packaging.

Why store credit instead of a refund?

Because these are intimate products, our guarantee is settled as an exchange or store credit rather than a card refund. Where the law of your country entitles you to a monetary refund, for example for an unopened item in the EU or a major failure in Australia, that right applies in full.

What if my item is defective?

Email us within 30 days with your order number and a photo. We arrange an exchange right away.

Can I return an opened or used item?

No. For hygiene reasons, items that have been used or opened outside the sealed packaging cannot be accepted, except as required by law for defective items.

How long does a return take to process?

We process returns as soon as they reach our California warehouse and email you the moment your store credit is issued or your exchange ships.

Does store credit expire?

No. forttroff.com store credit never expires.