Refund policy
Returns & Refund Policy
We want you to feel completely confident ordering from Pinkmate. This page explains everything you need to know about returns, refunds, and our guarantee.
The Pinkmate Promise™
We're so confident in Pinkmate that we back every first order with our 14-day guarantee.
Try Pinkmate for a full 14 days. Use it daily — at the gym, on your commute, before every moment that matters. If you don't feel a genuine difference in your freshness and confidence, we want to make it right.
To request a refund under The Pinkmate Promise™, simply email us at hello@pinkmate.co.uk within 14 days of receiving your order. Include your order number and a brief note about your experience. We'll review your request and respond within 48 hours.
Please note the following conditions:
- The Pinkmate Promise™ applies to first orders only, per customer
- The product must have been used as directed for the full 14-day period
- Refund requests must be submitted within 14 days of the delivery date
- All requests are subject to review before a refund is issued
- Refunds are processed back to your original payment method
For hygiene reasons, we do not require the physical return of opened or used products.
Damaged, faulty or incorrect orders
If your order arrives damaged, leaking, faulty, or you receive the wrong item, please contact us within 48 hours of delivery at hello@pinkmate.co.uk.
Please include:
- Your order number
- A brief description of the issue
- Clear photos where possible
Once reviewed, we will offer either a replacement or a full refund — whichever you prefer.
Unopened and unused returns
If you change your mind before opening your order, you may return it within 14 days of delivery, provided the item is:
- Unopened
- Unused
- In its original condition
Please note that return shipping costs are the responsibility of the customer. Original shipping fees are non-refundable unless the item is faulty or incorrect.
To arrange a return, email us at hello@pinkmate.co.uk with your order number before sending anything back.
Items we cannot accept returns for
For hygiene and safety reasons, we are unable to accept returns on:
- Opened or used products
- Items not in their original condition
- Products returned outside the eligible return window
- Second or subsequent orders (The Pinkmate Promise™ applies to first orders only)
When will my refund appear?
Once your refund has been approved, it will be processed back to your original payment method. Please allow 3–5 business days for the funds to appear, depending on your bank or payment provider.
Important product notice
Pinkmate is designed for external intimate use only. It is not intended to diagnose, treat, cure, or prevent any medical condition. If you have any concerns about using Pinkmate alongside an existing condition, please consult your GP before use.
Questions?
We're always happy to help. Get in touch at hello@pinkmate.co.uk and we'll respond as quickly as we can.