Returns & Refund Policy | Pleasure Empire

Last updated: April 2026

This policy explains your rights and our process for returns, refunds, and exchanges. Nothing in this policy affects your statutory rights under UK consumer law.

Important note on intimate products Many of our products (sex toys, vibrators, dildos, plugs, prostate massagers, lingerie, underwear, condoms, lubricants, massage oils, and any items designed for intimate bodily contact) are exempt from change-of-mind returns once the seal or packaging has been opened or broken. This is due to health and hygiene regulations. These items can only be returned if they remain unopened, unused, and in their original sealed packaging with all tags, seals, and accessories intact.

1. Change of Mind Returns (Cooling-Off Period)

Under the Consumer Contracts Regulations you have the right to cancel your order for any reason within 14 days from the day after you receive the goods. You then have a further 14 days to return the item(s).

  • Eligible change-of-mind returns are accepted only if the item meets the unopened/sealed conditions above.
  • If the seal or packaging has been opened, we cannot accept the return for change-of-mind reasons.

Return shipping costs: You are responsible for the cost of returning the item. We strongly recommend using a tracked and signed-for service, as we cannot accept responsibility for items lost in transit.

2. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or is the wrong item, please contact us within 30 days of delivery via our Chat or Contact Form.

  • We will cover reasonable return shipping costs for proven faulty or incorrect items.
  • All returned items are inspected (used items must be thoroughly cleaned before return to allow safe testing).
  • If the item is confirmed faulty or not as described, we will replace it or issue a full refund (including standard delivery costs) within 14 calendar days of receiving and inspecting the return.
  • If no fault is found after inspection (or the issue is due to misuse or damage by the customer), we may decline the return and ask you to cover return shipping, or offer alternative solutions.

Your statutory rights are not affected. Please provide photos or details when contacting us to help process your request quickly.

3. General Return Conditions

  • All returns must be in the same condition as received (unopened/unused where required, with original packaging, seals, tags, and accessories).
  • We inspect every return. If an item does not meet our conditions, we may refuse the return or issue a partial refund for any diminished value.
  • Refunds are issued to the original payment method within 14 days of us receiving and inspecting the returned goods.
  • We refund the purchase price plus standard delivery costs (express or premium delivery fees are non-refundable unless the entire order is returned).

4. Delivery Errors & Customer Responsibilities

Please double-check your delivery address, contact number, and recipient name before placing your order. We are not responsible for failed deliveries or additional costs caused by customer errors (wrong address, inaccessible location, refusal of delivery, etc.). In these cases we cannot issue a refund or resend the order.

If you notice a mistake before dispatch, contact us immediately — we will try to amend or cancel the order.

5. How to Return an Item

  1. Contact us via Chat or the Contact Form with your order number and reason for return.
  2. We will provide a return address and instructions.
  3. Pack the item securely and include a note with your order number and reason.
  4. Send using a tracked delivery method and keep proof of postage.

Thank you for shopping with Pleasure Empire. We aim to make the returns process as clear and fair as possible while complying with health, hygiene, and legal requirements.