Refund & Return Policy

Return request period: 30 days

Contact customer service within 30 calendar days of delivery to request a return of an eligible item. Keep your order number or other proof of purchase. The return period for a discretionary return does not limit any longer or different rights that apply under mandatory consumer law.

Eligible unopened items

For a change-of-mind return, the product must be unused, unopened and in its original sealed packaging, with original accessories and inserts, and in a condition suitable for resale. Explain your reason when requesting a return so that we can check eligibility before you post anything.

Hygiene restrictions and exceptions

Opened or used intimate products, personal hygiene products, lubricants and other consumables are not eligible for change-of-mind returns. Items damaged by misuse, tampering or customer handling are also excluded from discretionary returns.

These restrictions do not remove remedies for goods that are faulty, damaged on arrival, incorrect or otherwise fail applicable consumer protections. Do not continue using an item that appears faulty or unsafe.

How to request and complete a return

1. Contact customer service using the details below. Include your order number, delivery date, the item and the reason for your request. For a fault or delivery problem, add a description and useful photographs where appropriate.
2. Wait for the return instructions and the correct return address. Do not send goods to the manufacturer or a company registration address unless we specifically instruct you to do so.
3. Pack the authorised item securely with its accessories and order reference. Follow the timing and carrier instructions in the return authorisation and retain proof of postage and tracking.
4. After the return is received, we inspect it and notify you of the outcome by email.

Who pays return shipping

Eligible change-of-mind return: the customer pays the return postage. Original outbound delivery charges are not refundable for a discretionary return, except where applicable law requires otherwise.

Faulty, damaged or incorrectly supplied item: we cover reasonable return postage where a return is needed to resolve a problem for which we are responsible. Contact us first for a prepaid arrangement or agreement on reasonable postage costs. We do not charge a return fee that mandatory law prohibits.

Refunds and exchanges

Approved monetary refunds are returned to the original payment method. We will confirm the refunded amount and any lawful, explained deduction by email. We do not replace a monetary refund with store credit without your agreement. The time for a refund to appear depends on the payment provider and your bank.

If you agree to a replacement or exchange, we will confirm availability and any shipping arrangements directly with you. An exchange does not remove refund rights under applicable law.

Faults, damage and missing items

Report damaged, faulty, incorrect or missing items as soon as possible, preferably within 7 days of delivery so that the issue can be investigated promptly. This request for prompt notice does not exclude mandatory rights or automatically bar a fault that becomes apparent later. Keep packaging and purchase records where available.

Before dispatch and further help

If the order has not yet been dispatched, see the Cancellation Policy . If a refund has been confirmed but has not appeared, check with your payment provider and then contact customer service with your order reference. Do not send full card numbers or security codes.