Last updated: 8 September 2026
You buy from Great Sensations, not from our warehouse supplier. Email [email protected] for anything below. Your legal rights are not affected by this page.
If something is wrong (faults)
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for the purpose we stated. If an item is faulty, not as described, or not fit for that purpose, email us with:
- your order number
- what is wrong
- a photo if it helps
We will repair, replace or refund. For a genuine fault we cover reasonable return postage. In the first 30 days after delivery you can reject a faulty item for a refund. After that we may repair or replace first. Do not post anything back until we have given you an address — we still treat your email as notice if you write within the time limits.
Change of mind (14 days)
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days after the day you receive the goods to tell us you want to cancel, for any reason. You then have a further 14 days to send the goods back.
Email [email protected] with your order number and “I want to cancel”. That is enough. You do not need a form.
You pay the return postage on a change-of-mind return. We refund the product price within 14 days of getting the goods back, or of you giving us proof of return, whichever is sooner. If you send the whole order back we also refund the original UK postage. If you only return some items we do not refund that outbound postage.
Hygiene exception
The 14-day cancellation right does not apply to goods that were sealed for health protection or hygiene, once you have unsealed them after delivery. That covers most sex toys, opened lubricants and similar liquids, and lingerie or hosiery that has been worn or had hygiene seals or tags removed.
If the item is still sealed, unused, and in its original packaging, you can cancel as above. This exception is not a way to avoid a refund on something that arrived faulty or not as described.
Bondage gear and other items that were not supplied in a hygiene seal can still be cancelled in the 14 days if you have only handled them as you would in a shop. If they are used, soiled or damaged beyond that, we may reduce the refund by the loss in value.
How to return
Email first so we can send the return address. Pack the item securely. Do not mark the outer box with product names. We cannot accept returns sent cash-on-delivery or to an address we did not give you.
Refunds
Refunds go to the original payment method. Card refunds often show in a few working days; your bank controls the last step.
Sale items
A sale price does not remove your rights on faults. Change of mind still follows the sealed / unused and hygiene rules above.