Returns & Refunds

At pleasure.me.uk, we aim to provide a clear and fair returns process while also maintaining appropriate hygiene, product safety and handling standards.

For quick answers to common questions about delivery, privacy and ordering, please also visit our FAQ page.

Your Right to Cancel

If you buy from us online, you have the right to cancel an eligible order within 14 days of receiving it. Once you have notified us that you wish to cancel, you must send the item back within 14 days of that cancellation notice, unless an exception applies.

Important Hygiene Notice

Due to the intimate nature of our products, certain items may not be eligible for return once opened where they are sealed goods that are unsuitable for return for health or hygiene reasons. We are also unable to accept returns on items that have been used, handled beyond reasonable inspection, or are no longer in their original hygienic condition, unless the item is confirmed to be faulty.

Please inspect your order carefully as soon as it arrives and contact us promptly if you believe there is an issue.

Change of Mind Returns

We may accept a change of mind return only where the item is unused, unopened where hygiene seals or protective packaging apply, and returned in its original condition and packaging.

If you wish to exercise your cancellation right, you must contact us within 14 days of delivery. Once your return is authorised or your cancellation is acknowledged, the item must be sent back within 14 days.

Return shipping costs for non-faulty items are the responsibility of the customer. Original standard delivery charges will be refunded where required by law. If an item has been handled more than necessary to inspect it, we reserve the right to make a deduction from the refund to reflect any loss in value where permitted by law.

Items That Are Not Eligible for Return

• Items that have been used
• Items returned in a non-hygienic condition
• Items with damaged, missing or altered original packaging
• Items showing signs of handling beyond reasonable inspection
• Sealed items that are unsuitable for return for health or hygiene reasons once opened
• Items damaged due to misuse, improper storage, incorrect cleaning, or normal wear and tear

Damaged, Incorrect or Faulty Items

If your order arrives damaged, incorrect, or appears to have a manufacturing fault, please notify us within 48 hours of delivery and provide clear supporting evidence, including photographs of the item, packaging, and any issue reported.

All reported issues are reviewed before any refund, replacement, or other resolution is approved. We may request additional information where needed to assess the claim fairly.

Assessment of Fault Claims

Items reported as faulty must be assessed before a refund or replacement is authorised. A reported issue does not automatically qualify for a refund, replacement, or return approval.

We reserve the right to verify the condition of the item, review the details provided, and determine whether the issue relates to transit damage, a manufacturing fault, misuse, handling after delivery, or circumstances outside our control.

Return Authorisation Required

Returns must not be sent back without prior authorisation. If you would like to request a return, please contact us first with your order number and reason for the request.

Unauthorised returns may be refused or delayed.

Refund Process

Where a refund is approved, it will be processed back to the original payment method. Refunds are usually issued after the returned item has been received and assessed. Please allow a reasonable number of working days for the refund to appear, depending on your payment provider.

Exchanges and Replacements

Where appropriate, we may offer a replacement or alternative resolution instead of a refund, particularly where an issue can be verified and resolved efficiently.

Non-Returnable Circumstances

We are not responsible for issues arising from improper use, incorrect maintenance, unsuitable storage conditions, accidental damage, or failure to follow any care guidance provided with the product.

Contact Us

To request return authorisation or report an issue with your order, please contact us via our Contact Us page and include your order number and relevant details.