Refund Policy

Overview

We want you to be satisfied with your purchase. If you are not completely happy with your order, you may be eligible for a return, refund, replacement, or exchange in accordance with this policy and your statutory rights under applicable consumer protection laws.

This policy applies to purchases made through our website.

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable consumer protection legislation.

Return Eligibility

You may request a return within 30 days of receiving your order, provided that:

• The item is unused, unworn, unwashed, and in resalable condition.
• The item is free from damage, stains, odours, bodily fluids, or signs of misuse.
• All original packaging, inserts, accessories, manuals, and components are included.
• The item is returned in a condition that allows it to be resold.

Returns that do not meet these requirements may be refused or may qualify only for a partial refund.

Return Authorisation Required

All returns must be authorised before being sent back.

Please contact us with:

• Your order number
• The reason for the return
• Photographs where applicable

We will provide return instructions and the appropriate return address. Returns sent without prior authorisation may be refused or returned to the sender at the customer's expense.

14-Day Cancellation Rights

If you are a consumer located in the United Kingdom or another jurisdiction where cancellation rights apply, you may have a legal right to cancel certain purchases within 14 days of receiving your goods.

To exercise your cancellation right, you must notify us within the applicable cancellation period.

Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and functionality, we reserve the right to make a deduction from any refund to reflect any reduction in value where permitted by law.

Certain products may be exempt from cancellation rights for health protection or hygiene reasons once unsealed after delivery.

Non-Returnable Items

The following items cannot be returned unless they are faulty, damaged upon delivery, or otherwise required by law:

• Opened menstrual cups, menstrual discs, and other intimate hygiene products.
• Products that have been used, worn, or altered.
• Gift cards.
• Downloadable digital products.
• Personalised or custom-made items.
• Items identified as final sale or non-returnable at the time of purchase.

For health protection and hygiene reasons, products intended for intimate use cannot be returned once opened or used unless they are defective.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon delivery.

If you receive a damaged item, faulty item, manufacturing defect, or incorrect item, please notify us within 72 hours of delivery where reasonably possible.

Please provide:

• Your order number
• A description of the issue
• Clear photographs showing the defect, damage, or error

Failure to report transit damage promptly may affect our ability to recover losses from shipping providers.

Where a product is confirmed to be faulty, damaged in transit, or supplied incorrectly, we will provide an appropriate remedy in accordance with your legal rights, which may include repair, replacement, refund, or exchange.

Exchanges

We only offer exchanges for defective, damaged, or incorrectly supplied items. If a replacement product is unavailable, we reserve the right to issue a refund instead.

Return Shipping

Where a return is requested because the customer changed their mind, selected the wrong item, or no longer wants the product, the customer is responsible for return shipping costs.

Where a return is approved because the product is faulty, damaged upon delivery, or supplied incorrectly, we will cover reasonable return shipping costs or provide an alternative return method.

Original outbound shipping charges are non-refundable except where required by law.

Responsibility for Returned Items

Customers remain responsible for returned items until they are received and accepted by us.

We strongly recommend using a tracked and insured postal service.

We are not responsible for returns that are lost, damaged, or delayed while in transit to us.

Inspection of Returns

All returned products are inspected upon receipt. Inspection is normally completed within 5 business days of delivery to our returns facility.

We reserve the right to:

• Refuse returns that do not meet this policy.
• Reduce refunds where items are returned in a diminished condition.
• Request additional information before processing a claim.

Partial Refunds

• The product shows signs of use.
• Packaging is damaged or missing.
• Accessories, inserts, or components are missing.
• The product requires cleaning, repair, repackaging, or disposal.
• The item is returned in a condition that reduces its resale value.

Where applicable, deductions may be made to reflect the loss in value of the returned goods.

Refund Processing

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method. Refunds are typically issued within 10 business days after approval, although processing times may vary depending on your payment provider.

We reserve the right to withhold a refund until returned goods have been received or evidence of return has been provided, where permitted by law.

Refused Deliveries and Undeliverable Orders

If an order is returned because:

• The delivery address provided was incorrect.
• Delivery was refused.
• The parcel was not collected.
• The customer failed to cooperate with the carrier.

We may deduct any shipping charges, return shipping fees, customs charges, handling fees, or other costs incurred before issuing any refund where permitted by law.

Additional shipping charges may apply if the customer requests reshipment.

Excessive Returns and Fraud Prevention

We reserve the right to refuse returns, limit future purchases, cancel orders, or investigate claims where we reasonably believe there has been:

• Abuse of this returns policy
• Excessive return activity
• Fraudulent behaviour
• False damage claims
• Chargeback abuse
• Attempts to obtain refunds improperly

Nothing in this section affects a customer's statutory rights.

Chargebacks and Disputes

If you experience a problem with your order, we encourage you to contact our customer support team before initiating a payment dispute or chargeback. Most issues can be resolved quickly through our standard support process.

Force Majeure

We are not liable for delays or failures in processing returns, replacements, exchanges, or refunds caused by events beyond our reasonable control, including:

• Postal or courier disruptions
• Customs delays
• Severe weather
• Industrial action
• Government actions
• Natural disasters
• System outages