Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Eligibility for Returns To be eligible for a return, your item must be in resalable condition—unused, unopened, undamaged, with all tags and in its original packaging. Items must have been treated with reasonable care and not used in a way that could be considered improper or beyond their intended use. Any sign of tampering, misuse, or removal of hygiene seals will void your return eligibility. You must include the receipt or proof of purchase.
Non-Returnable Items Due to hygiene and safety concerns, we cannot accept returns on the following items:
- Items that have been worn, used, or opened.
- Intimate apparel, lingerie, and other wearable items.
- Adult toys and accessories.
- Lubricants, oils, or any liquid products.
- Perishable goods (such as food items).
- Items with an expiration date.
- Digital products or subscriptions.
- Items marked as final sale.
Return Authorization All returns must be authorized before being sent back. Please contact us at returns@ultimatepleasures.co.uk to request a Return Merchandise Authorization (RMA) number. Returns without an RMA number will not be accepted.
Restocking Fee A 15% restocking fee will be applied to all returned items, except in cases of our error (e.g., incorrect or defective items).
How to Start a Return To start a return, please contact us at returns@ultimatepleasures.co.uk. You will be responsible for return shipping costs unless the return is due to our error. Please note that items sent back to us without first requesting a return will not be accepted.
Sale Items Sale items are final sale and cannot be refunded, except in cases where we have made an error or if the item is faulty. For faulty or incorrect sale items, please contact us at returns@ultimatepleasures.co.uk, and we will arrange for a return and refund or exchange.
Exchanges We offer a direct exchange process for items. Once your return is received and inspected, we will ship the replacement item to you. You do not need to place a new order. Please note that only one exchange per item is allowed.
European Union 14-Day Cooling-Off Period If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be in resalable condition—unused, unopened, undamaged, with tags, and in its original packaging. Proof of purchase is required.
Refunds Refunds will be issued as store credit, except where otherwise required by law. Once we’ve received and inspected your return, we’ll notify you if the return was approved. If approved, you’ll receive store credit within 10 business days. If more than 15 business days have passed since we approved your return, please contact us at returns@ultimatepleasures.co.uk.
