This page replaces the old sample returns policy.
If something is wrong
You have legal rights under the Consumer Rights Act 2015. If an item is faulty, not as described, or not fit for the purpose we stated, email [email protected] with:
- your order number
- what is wrong
- a photo if it helps
We will repair, replace or refund, including reasonable return postage for a genuine fault. Do not send anything back until we have replied with an address.
Change of mind (14 days)
The Consumer Contracts Regulations give you 14 days after delivery to cancel most unused goods.
Hygiene exception. We cannot take back opened or unsealed intimate products (toys, lingerie that has been worn or had tags removed, lube that has been opened) unless they are faulty. This is a hygiene rule, not a way to dodge a refund on something that arrived wrong.
If an item is still sealed, unused, and in its original packaging, email us within 14 days of delivery. We will confirm the return address. You pay return postage on a change-of-mind return. We refund the product price within 14 days of getting it back (or of proof of return). Original outbound postage is refunded if you return the whole order.
What we do not refund
- Opened intimate or sanitary products, unless faulty
- Items returned without agreeing it with us first
- Items damaged by use that was not a product fault
How long refunds take
Once we have the item (or have agreed a refund without a return), money goes back to the original payment method. Card refunds often show in a few working days; your bank controls the last step.
Sale items
Sale prices do not remove your rights on faults. Change-of-mind still follows the sealed / unused rule above.