Age Verification
Age Verification 18+Returns & Refund Policy
Returning an Item
We aim to make returns as straightforward as possible while ensuring all products are handled fairly and in line with UK consumer legislation. Please read the information below before sending any items back to us.
Consumer Cancellation Rights
If you are purchasing as a private consumer through our website, telephone or mail order service, UK law gives you the right to cancel your order within 14 days of receiving the goods.
To exercise this right, you must inform us in writing by email, post or by using our online returns request form within this 14-day period.
Once cancellation has been confirmed, you have an additional 14 days to return the goods to us.
These cancellation rights apply to consumer purchases only and do not extend to business or trade customers.
Nothing within this policy affects your statutory rights under UK consumer protection laws.
Unwanted Items & Change of Mind Returns
If you no longer require an item, we accept returns provided the product is sent back in its original condition.
To qualify for a refund, returned goods should:
- Be unused and suitable for resale
- Include original packaging, manuals, labels and accessories
- Be free from damage, staining, smoke or strong odours
- Include any promotional or complimentary items supplied with the order
For your protection, we strongly advise using a tracked and insured delivery service when posting items back to us, as responsibility for returned parcels remains with the sender until safely received.
Unless a product is faulty or supplied incorrectly, return delivery costs are the responsibility of the customer.
Approved refunds will normally be issued within 14 days of receiving the returned goods or evidence of return.
Damaged, Faulty or Incorrect Deliveries
Please inspect your order upon arrival.
If you believe an item has arrived damaged, faulty, missing or incorrect, contact our customer service team as soon as possible so we can investigate and resolve the issue promptly.
In accordance with the Consumer Rights Act 2015, customers may be entitled to:
- A refund for faulty goods reported within 30 days
- A repair or replacement where appropriate
- Additional remedies if a fault cannot be resolved
Where a product is confirmed to be faulty or dispatched in error, we will reimburse reasonable return shipping charges.
If the item is particularly heavy, oversized or valuable, please contact us before arranging return transport, as collection options may be available.
Products Developing a Fault Later
Should a product develop a manufacturing fault after use, we may request the item is returned for inspection.
Following assessment, we may offer:
- A repair service
- A replacement item
- A full or partial refund where appropriate
This will depend on the nature of the fault, product age and your legal rights under UK consumer law.
Please note that damage caused by misuse, accidental damage, neglect or normal wear and tear is not considered a manufacturing fault.
Certain items may also include a manufacturer-backed warranty, and we will gladly assist with warranty procedures where applicable.
Exclusions & Non-Returnable Products
Some goods are exempt from cancellation rights or may not be suitable for return unless faulty.
These may include:
- Custom-made or personalised products
- Food and consumable goods
- First aid supplies
- Underwear and intimate clothing
- PPE and hygiene-related items
- Mystery or lucky dip products
- Pre-owned
- Seconds
- Sealed products opened after delivery where hygiene protection has been compromised
This does not affect your rights if the goods are defective or incorrectly supplied.
Trade, School & Special Order Purchases
Orders placed by businesses, schools, organisations or trade customers may be subject to separate return conditions.
Products specially sourced, custom ordered or supplied specifically for commercial customers may not be eligible for cancellation.
Where a discretionary business return is authorised, a restocking or administration fee of up to 20% of the order value may apply.
Please contact us before returning any commercial or educational orders.
Age-Restricted Goods
Certain products are subject to UK age-verification regulations.
Where legally required, returns of age-restricted items must be sent using a delivery service that supports age-verification procedures.
Customers are responsible for complying with all applicable delivery regulations when returning such products.
Any non-refundable third-party verification charges incurred during the original dispatch process may be deducted from the final refund where permitted by law.
Return Authorisation Numbers (RMA)
Before returning any item, customers must obtain a valid Return Merchandise Authorisation (RMA) number from our support team.
This reference helps us identify and process returns efficiently.
Please ensure your RMA number is clearly included inside the parcel.
Returns received without a valid RMA reference may experience delays or be rejected if the parcel cannot be identified.
Exchanges & Alternative Sizes
If you require a different size, colour or variation, we recommend placing a new order for the preferred item and returning the original product separately.
This allows us to reserve stock immediately and provide the quickest possible dispatch service.
Refunds for the returned item will be processed once the goods have been received and inspected.
Need Assistance?
If you have any questions regarding returns, refunds or faulty products, please contact our customer support team using one of the following methods:
- Online contact form
- Email support
- Postal correspondence
We are committed to resolving any issues fairly, quickly and professionally.