Refund policy

Last updated: October 30, 2026

We want you to love your order. If something isn’t right, here’s how returns and refunds work.

30-Day Returns

You have 30 days from the day you receive your order to request a return.

To be eligible, your item must be:

  • Unused and unopened, in the same condition you received it
  • In its original, sealed packaging, with all tags attached
  • Sent with your receipt or proof of purchase

How to Start a Return

  1. Email us first at thecoldlady.com@gmail.com with your order number and the item you’d like to return.
  2. Wait for approval. If your return is accepted, we’ll email you a return shipping label and instructions.
  3. Ship it back to: Koba LLC – Returns
    7210 Manatee Ave W, Ste 1182
    Bradenton, Florida 34209
    United States

Please don’t send items back without contacting us first. Returns sent without approval can’t be accepted.

Damaged, Defective, or Wrong Item?

Please check your order as soon as it arrives. If an item is damaged, defective, or not what you ordered, email us right away at thecoldlady.com@gmail.com, ideally with a photo, and we’ll make it right.

Items We Can’t Accept for Return

For health and hygiene reasons, we can’t accept returns of:

  • Opened or used intimate products, including sex toys, lubricants, and personal care items
  • Lingerie, underwear, and swimwear that has been worn or had its hygiene seal or tags removed
  • Sale items and gift cards
  • Custom or personalized products
  • Hazardous materials, such as flammable liquids or aerosols

This doesn’t apply to items that arrive damaged, defective, or wrong. Those are always covered (see above).

Not sure if your item qualifies? Just contact us and we’ll help.

Exchanges

The fastest way to get a different item is to return the original for a refund and place a new order for the item you want.

EU Customers: 14-Day Right to Cancel

If your order ships to the European Union, you can cancel or return it within 14 days of delivery for any reason, without needing to explain why. Items must be unused, in the same condition you received them, in their original packaging, and returned with proof of purchase.

Please note: Under EU law, this right doesn’t apply to sealed goods that can’t be returned for health or hygiene reasons once the seal has been opened.

Refunds

Once we receive and inspect your return, we’ll email you to let you know whether your refund is approved.

  • Approved refunds go back to your original payment method within 10 business days.
  • Your bank or card company may need a few extra days to post the refund to your account.
  • If it’s been more than 15 business days since your refund was approved and you still don’t see it, please email us.

Questions?

We’re happy to help with any return or refund question.

Email: thecoldlady.com@gmail.com
Support hours: Monday – Friday, 9:00 AM – 5:00 PM (Eastern Time)

Koba LLC
7210 Manatee Ave W, Ste 1182
Bradenton, Florida 34209
United States