Age Verification
Age Verification 18+Returns & Refunds Policy
Returns, Refunds & Faulty Goods Information
We want you to shop with confidence and be completely satisfied with your purchase. Please read the information below carefully before requesting a return.
Your UK Consumer Rights
Under the Consumer Contracts Regulations 2013, if you purchase goods online or by mail order as a consumer, you have the legal right to cancel your order within 14 calendar days of receiving your goods for a full refund.
You then have a further 14 days to return the item(s) to us after notifying us of your cancellation.
These rights apply to consumer purchases only and do not apply to business-to-business transactions.
Your statutory rights under the Consumer Rights Act 2015 are not affected.
Change of Mind Returns
If you change your mind about your purchase, please notify us in writing by email, post or via our online returns form within 14 calendar days of receiving your order.
Returned items must:
- Be unused and in a resaleable condition
- Include all original packaging, accessories, tags and documentation
- Be free from smoke, tobacco odours or damage
- Include any free gifts or promotional items supplied with the order
We recommend using a tracked and insured delivery service when returning items, such as Royal Mail Special Delivery, as responsibility for the goods remains with you until they reach us safely.
Unless the item is faulty or incorrect, return postage costs are the responsibility of the customer.
Refunds will be processed within 14 days of receiving the returned goods or proof of return.
Faulty, Damaged or Incorrect Goods
If your order arrives damaged, faulty, incorrect or incomplete, please contact us as soon as possible and ideally within 30 days of delivery so we can resolve the issue quickly.
Under the Consumer Rights Act 2015, you are entitled to:
- A full refund within 30 days for faulty goods
- A repair or replacement if goods develop a fault after 30 days
- Further remedies if a repair or replacement is unsuccessful
Where goods are confirmed as faulty or supplied incorrectly, we will reimburse reasonable return postage costs.
For heavy, bulky or high-value items, please contact us before returning the goods as we may be able to arrange collection.
Faults Developing After Use
If an item becomes faulty after a period of use, we may inspect the product to confirm the fault.
Where appropriate, we will:
- Repair the item
- Replace the item
- Offer a refund or partial refund in line with UK consumer law
Some products may also be covered by a manufacturer’s warranty. Where applicable, we will provide warranty assistance and relevant contact details.
Normal wear and tear, misuse, accidental damage or failure to follow care instructions are not covered.
Non-Returnable & Exempt Items
For hygiene, safety and customisation reasons, certain items may be excluded from cancellation rights unless faulty, including:
- Personalised or custom-made products
- Food items
- First aid products
- Pre owned
- Seconds
- Underwear and intimate items
- PPE and sanitising products
- Mystery boxes
- Sealed goods unsuitable for return once opened for hygiene reasons
This does not affect your rights if goods are faulty or not as described.
Business, School & Special Order Purchases
Orders placed on behalf of businesses, schools or organisations may be subject to separate terms.
Special order or bespoke items ordered specifically on your behalf may be non-returnable unless faulty.
Where a business return is accepted at our discretion, a restocking fee of up to 20% may apply.
Please contact us before arranging any business-related returns.
Age-Restricted Products
For age-restricted goods, UK law requires that deliveries are completed using an approved age-verification service.
When returning age-restricted items, customers must use a delivery provider that offers age-verification services where legally required.
Failure to comply with applicable age-verification laws may result in refusal of the return.
Any third-party age-verification fees already incurred during dispatch may be deducted from the refund where permitted by law.
Return Authorisation (RMA)
Before returning any item, you must contact us to obtain a Return Merchandise Authorisation (RMA) number.
The RMA number helps us identify and process your return quickly.
Returns received without an RMA may experience delays in processing.
Please include your RMA number clearly inside the parcel.
Exchanges
If you require a different size, colour or variation, please place a new order through our website and return the unwanted item for a refund in accordance with this policy.
This helps us maintain accurate stock levels and provide faster dispatch times.
Contact Us
To request a return or report an issue with your order, please contact our customer support team via:
- Post
- Online Returns Form
We are always happy to help and will aim to resolve any issues as quickly as possible.