Refund policy

Last updated: 18 August 2026

Every piece sold here is a handmade, non-medical anatomical model, cast and finished to order for one customer, and intended for direct contact with skin. That is why this policy is not the policy of a general retailer. Please read it before you order — and if anything is unclear, write to support@ftm.shop and we will answer before you buy.

1. Your statutory rights

Nothing in this policy takes away rights the law gives you. Customers in the EU have the two-year liability for goods not in conformity with the contract under Directive (EU) 2019/771 and the national law implementing it. Customers in the UK have their rights under the Consumer Rights Act 2015. Anything we offer beyond those rights is additional to them, never a substitute.

One thing is worth stating plainly, because it is often misunderstood. Where goods are not in conformity, the law provides an order of remedies: you are first entitled to have the item repaired or replaced. A price reduction or the return of the money comes later — if the piece is not put right, if the same fault returns, or if the problem is a serious one.

Because we do not take used intimate items back for repair, the remedy we provide is a replacement piece, made and shipped free of charge. That is the remedy the law puts first, and we give it without argument where a claim is covered.

2. What can and cannot be returned

Eligibility depends on the type of item, not on whether the package has been opened.

Made-to-order pieces — not returnable. This covers every piece where you selected a skin tone or any other option. These are produced specifically for your order and cannot be returned, exchanged or cancelled because of a change of mind — whether opened or unopened, sealed or unsealed. This rests on Article 16(c) of the EU Consumer Rights Directive 2011/83/EU (goods made to the consumer's specifications or clearly personalised) and on the equivalent exemption in the UK Consumer Contracts Regulations 2013.

Anything intimate with a broken hygiene seal cannot be returned. Pieces leave us vacuum-sealed.

3. Choosing a skin tone

This shop has no shade matching service. Tones are chosen from the skin tone chart, which photographs one model in all sixteen tones under the same light. Silicone is hand-poured, so the finished tone can vary slightly from the photograph, and screens differ from one another.

A tone that arrives as ordered but does not suit you is not a fault and is not grounds for return. If choosing is difficult, the main Emisil store offers shade guidance and swatch cards before you buy.

4. Wear is not a fault

The thinnest, most flexible areas — the scrotum-to-shaft junction and, on models that have one, the STP channel — are wear areas. The softness that makes them convincing is what makes them first to give way. Normal wear over time is not a manufacturing fault.

5. Reporting a fault

Write to support@ftm.shop with:

• your order number
• the date you first noticed the problem
• four photographs — the whole piece, the affected area close up, that area beside something for scale, and where the piece is kept
• a sentence on how the piece has been used and cared for

A decision comes back with its reason. Nothing is sent back to us — faults are assessed from photographs.

6. Refunds

Where a refund is due, it goes to the original payment method. There is no restocking fee, ever.

7. Cancelling before production starts

Because production is batched, an order can be cancelled in full for the first 48 hours after it is placed. After that the piece is in production and cannot be cancelled.