Refund & Returns Policy

We stock 100% genuine products sourced from authorised UK suppliers. Every item that leaves our warehouse has been handled with care. If you receive something that is not right — whether faulty, damaged, or incorrectly sent — we take full responsibility and will resolve it promptly at no cost to you.

For change-of-mind returns, we ask that products are returned in their original, unopened condition within 14 days of delivery. We believe this is fair and consistent with UK consumer law.

The following table summarises eligibility across all three collections:

This exception is consistent with your statutory rights under the Consumer Contracts Regulations 2013, which excludes sealed goods not suitable for return due to health or hygiene reasons from the standard 14-day cancellation right once the seal has been broken.

We take care to provide detailed, honest product descriptions across every Intimacy Edit listing — including materials, dimensions, functions, and care instructions — so you can make a fully informed decision before purchasing. If you have any questions about a product before buying, contact us at hello@sumptuouspleasure.com and we will help.

To initiate a return, follow these steps:

1. Contact us at hello@sumptuouspleasure.com with the subject line “Return Request — [Your Order Number]”
2. Include in your email: your full name, order number, the product(s) you wish to return, and the reason for the return
3. Await our response — we will reply within one working day with your return authorisation and the return address
4. Pack the item securely in its original packaging, ensuring all seals, tags, and protective elements are intact
5. Ship using a tracked service — we recommend Royal Mail Tracked. Send us the tracking number so we can monitor the return
6. Await confirmation — once we receive and inspect your return, we will notify you by email and process your refund

Change of Mind Returns

For change-of-mind returns, return postage is the responsibility of the customer. We recommend using a tracked service and retaining proof of postage. We are unable to accept responsibility for items lost or damaged in transit on their way back to us.

Faulty, Damaged, or Incorrect Items

Where a return is initiated because of a fault, damage in transit, or an error on our part, we will cover the cost of return postage and arrange a Royal Mail tracked returns label for you. Original delivery charges will also be refunded in full in these circumstances.

How Refunds Are Processed

Once we receive and inspect your returned item, we will send you an email confirming receipt. If your return is approved, your refund will be processed to your original payment method within 5 to 10 working days.

If your return is rejected — for example, because the item has been opened or returned after the 14-day window — we will contact you to explain and arrange for the item to be sent back to you.

What is Refunded

• Product cost: Refunded in full for all approved returns
• Original delivery charge: Refunded only where the return is due to a fault, damage, or error on our part. Not refunded for change-of-mind returns.
• Return postage: Refunded only where we have authorised and arranged the return due to a fault or error on our part

Partial Refunds

In certain circumstances we may issue a partial refund — for example, where a product is returned in a condition that is not fully as described, or where only part of a multi-item order is returned. We will communicate clearly before processing any partial refund.

Refund Timing

Once processed, refunds typically appear in your account within 3 to 5 business days depending on your bank or card provider. Some banks may take up to 10 working days. If your refund has not appeared after 10 working days, please contact us and we will investigate.

We quality-check every order before dispatch. If you receive a product that is faulty, defective, or does not match the product ordered, please contact us within 48 hours of delivery with the following:

• Your order number
• A clear photograph showing the fault or the incorrect item received
• A brief description of the issue

We will respond within one working day and arrange either a full refund or a replacement — whichever you prefer — at no cost to you. This includes the return postage and your original delivery charge.

If your order arrives visibly damaged, please photograph the outer packaging and the damaged product before opening further and contact us within 48 hours of delivery. This helps us raise a claim with Royal Mail on your behalf.

We will arrange a full refund or replacement as quickly as possible. You will not be required to return damaged items at your own cost — we will provide a pre-paid returns label where a physical return is needed.

If your parcel arrives with visible damage to the outer packaging but the contents appear intact, please still photograph and report it. Some damage only becomes apparent after opening.

Before Dispatch

If you wish to cancel an order, contact us immediately at hello@sumptuouspleasure.com. We dispatch orders quickly — often the same day — so prompt contact is essential. If your order has not yet been dispatched, we will cancel it and issue a full refund within 3 to 5 working days.

After Dispatch

If your order has already been dispatched, we are unable to intercept it. Once you receive the delivery, you may initiate a return under this policy provided the item meets the eligibility criteria set out in Section 2.

Your Statutory Cooling-Off Right

Under the Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of receiving them without providing a reason. Please note this right does not apply to sealed hygiene goods from The Intimacy Edit once the seal has been broken. See Section 3 for details.

We do not currently offer a direct exchange service. If you would like a different product, the fastest route is to:

• Return the original item following the process in Section 4 (if it meets eligibility criteria)
• Place a new order for the product you would like

We understand this is not always the most convenient process and we are working toward offering a more streamlined exchange option in the future. If you have a specific circumstance where a direct exchange would be more appropriate, please contact us and we will do our best to help.

This policy does not limit or replace your statutory rights as a consumer. Under the Consumer Rights Act 2015, you are entitled to goods that are:

• Of satisfactory quality — free from defects and fit for the purpose a reasonable person would expect
• As described — matching the product description provided on our Website
• Fit for purpose — suitable for any specific purpose you communicated to us before purchasing

If goods do not meet these standards, you may be entitled to a repair, replacement, or refund depending on the circumstances and timing. These rights exist independently of and in addition to this returns policy.

Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period for most online purchases. This is reflected in and consistent with this policy.

If you believe we have failed to honour your statutory rights, you may contact the Citizens Advice consumer service on 0808 223 1133 or seek advice from the Competition and Markets Authority.

For all returns, refund queries, or questions about this policy, please contact our customer service team:

Sumptuous Pleasure is a trading name of Tees Luxury Label Ltd, registered in England and Wales.