Returns and refunds

If a product is unopened and still sealed, send it back within 14 days of receiving it and we will refund you. Once a lubricant, gel or condom has been unsealed we cannot take it back, because these are hygiene products. That is not us being awkward — it is the rule that applies to every UK retailer selling sealed intimate goods.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you receive your order to tell us you want to cancel, and a further 14 days to send the goods back. Email us before the 14 days are up with your order number and what you are returning. You do not have to give a reason.

The hygiene exception

Regulation 28(1)(e) removes the right to cancel for sealed goods that are not suitable for return once unsealed, for health protection or hygiene reasons. Lubricants, gels, arousal serums and condoms all fall under this the moment the seal is broken.

In practice: an unopened bottle with its seal intact can come back, an opened one cannot. So check you have the right base before you break the seal — the guide to water, silicone and oil is on the home page.

Faulty, damaged or wrong items

None of the above applies if something arrives faulty, damaged in transit, past its expiry date, or simply is not what you ordered. Send us your order number and a photograph and we will replace it or refund you in full, including the delivery you paid. Your rights under the Consumer Rights Act 2015 are unaffected by anything on this page.

Refunds

Once your return reaches us, or once we accept a fault, we refund to your original payment method within 14 days. Card refunds usually show within three to five working days after we process them, depending on your bank.

We refund the standard delivery cost on a cancelled order. If you paid for a faster service, we refund up to the value of our standard option.

Return postage

For a change of mind, return postage is yours to pay, and we recommend a tracked service — we can only refund goods that actually reach us. For faulty or incorrect items, we cover it.

Starting a return

Email us through the contact page with your order number and what you would like to do. We will confirm the return address and the reference to write on the parcel before you send anything.