Please complete the below form to generate a returns form. Once the form has been submitted, a member of our team will email you with further details about your return, including your returns form, which should be included in your parcel and the returns address. If you have received a faulty product, please get in contact with us before completing a returns form, so we can help you in the best possible way. (if you don't receive your returns form within 1-2 days, please check you junk/spam folder before contact us)
If you've experienced any issues with your purchase, please contact us straight away. We can be contacted by email, phone or live chat.
phone: 0330 321 4051
live chat: click here (livechat.sexsuperstore.co.uk)
Our returns policy:
30 DAY, NO QUESTIONS ASKED RETURNS POLICY
You have up to 30 days to decide if you would like to keep your purchase. If you decide to return it, simply complete a returns form & return it! No questions asked! Due to the nature of our products, our 30 day returns policy applies exclusively to unused products. We are unable to accept returns of used products - all returns are inspected and if they are found to have been opened or use, we will be unable to accept the return.
Should you receive faulty goods, you must notify us within 30 days by email. Faulty returns will be returned at the cost of Sex Superstore via a royal mail Freepost address, Sex Superstore will not cover the cost of any other courier you choose to use. You may be requested to complete a faulty goods return form. If the items returned are not faulty, there will be a £3.90 surcharge plus our cost of postage.
If you are a non-UK customer, we will not cover the cost to return any faulty goods.
All items that are returned as faulty MUST be thoroughly cleaned before returning. For reasons of hygiene, any item returned in a dirty condition will not be checked and the returned item will be refused. Postage costs will apply to return it back to your customer.
Any discrepancies or damaged items need to be reported within 36 hours of being delivered.
Faulty goods will be inspected upon return. Should no fault be found and the product has been used, or opened, no refund will be issued. We will hold the item for 30 days and can either be disposed of or sent back to you at a cost of £3.90.
We offer a one year warranty on everything, if the item develops a fault within three months we can offer a refund or exchange, after three months, it is an exchange only.
To complete your return, we require a receipt or proof of purchase.
Due to the obvious health and hygiene implications with adult goods. For the goods to be returned if they are not broken the following terms have to be met.
- The goods must be unused.
- The goods must be returned in original condition & packaging.
- Goods that are not heat sealed in the box are non-refundable and non-exchangeable.
- Items supplied in sealed packaging that have been opened are non-refundable and non-exchangeable.
- Lingerie and items of clothing are non-refundable and non-exchangeable.
- Any discrepancies or damaged items need to be reported within 36 hours of being delivered.
If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to refuse your refund and return the goods to you.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
A return shipping address will be provided once the return paperwork has been completed.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.