Retours

This page explains how to return purchases from bdsmsextoy.co.uk and how refunds are handled. Please read the conditions carefully, particularly those concerning sealed intimate products. Nothing in this policy limits your statutory consumer rights.

Changing Your Mind

For most goods purchased online, you can cancel without giving a reason from the time the contract is made until 14 days after the day you receive your goods.

If items from one order arrive separately, the cancellation period generally ends 14 days after the day you receive the last item. After notifying us, you have a further 14 days to send the goods back. Exceptions apply to certain products, as explained below. www.legislation.gov.uk

Sealed Intimate and Hygiene-Sensitive Products

For health protection and hygiene reasons, the statutory change-of-mind cancellation right does not apply to goods supplied with a seal that are genuinely unsuitable for return once that seal has been broken after delivery.

This exception may apply to sealed intimate toys and other qualifying products intended for intimate contact. Please inspect the packaging and product information before opening a hygiene seal.

The exception does not apply automatically to every adult product. Opening ordinary delivery packaging alone does not necessarily remove your cancellation right. Your rights concerning faulty, damaged or misdescribed goods remain unaffected. www.legislation.gov.uk

Requesting a Return

Contact us through the contact options published on bdsmsextoy.co.uk. Include your order number and identify the items you wish to return.

We will provide the appropriate return address and instructions. Please check these before posting, as the address on the original parcel may not be the correct returns location.

A clear statement of cancellation is sufficient where a statutory cancellation right applies. You do not need prior approval or have to provide a reason.

Handling and Packing Your Items

For eligible change-of-mind returns, handle products only as necessary to inspect their nature, characteristics and functioning, as you would in a shop. Keep qualifying hygiene seals intact.

Return accessories, instructions and original packaging where reasonably possible. Missing ordinary packaging does not automatically remove a statutory cancellation right. A lawful deduction may apply if excessive handling has reduced the goods’ value.

Pack items securely in suitable, discreet outer packaging. Include your order reference and retain proof of postage until the return has been resolved.

Return Postage

For change-of-mind returns, you bear direct return postage costs only where this was disclosed before purchase and we have not agreed to cover them. If the required information was not provided, we will bear those costs.

For valid claims concerning faulty, damaged or incorrectly supplied goods, we cover the reasonable return costs required by law. Contact us before arranging postage so we can explain the appropriate method.

Refunds

For statutory cancellations, refunds are made without undue delay. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them back or you provide evidence that they have been sent, whichever happens first. We will refund within 14 days of that earlier event.

If you cancel the whole order, we also refund the original standard delivery charge. Additional costs for a premium delivery service do not have to be refunded.

Refunds use the original payment method unless you expressly agree otherwise. No refund fee will be charged. www.legislation.gov.uk

Faulty, Damaged or Incorrect Goods

If an item is faulty, arrives damaged or does not match its description, contact us with your order number and an explanation of the issue. A broken hygiene seal does not remove your statutory rights concerning a fault.

Qualifying faulty goods generally carry a 30-day short-term right to reject. After that period, repair or replacement rights may apply, followed where appropriate by a price reduction or final right to reject. Discounted items retain the same statutory quality rights as full-price goods. www.legislation.gov.uk

For a used intimate product, contact us before posting so suitable handling and return arrangements can be discussed. Do not send leaking batteries, damaged rechargeable devices or other potentially hazardous items without appropriate shipping instructions.

Photographs may help us assess a product issue, but they are not a condition of your legal rights. Please provide product-only images; do not send intimate photographs or images showing personal use.

Exchanges

Contact us to check whether an exchange is available for an eligible item. The same hygiene conditions apply to change-of-mind exchanges.

If a direct exchange cannot be arranged, you may need to return the original item under the applicable conditions and place a new order. Availability and prices may differ.

Contactez-nous

For return or refund assistance, use the contact options published on bdsmsextoy.co.uk. Include your order number and any relevant return tracking reference.

Only provide information needed to resolve your enquiry. Never send passwords, full card details or banking verification codes.