Our promise
We want you to shop with confidence. Because of the intimate nature of our products, and to protect the health and hygiene of all our customers, some items can’t be returned once opened — please read this carefully before you order.
Your 14-day cancellation right
Under the Consumer Contracts Regulations 2013 you may cancel your order within 14 days of receiving it, provided the item is unused, unopened, and still sealed in its original packaging with any hygiene seal intact.
To cancel, email hello@purepleasureshop.co.uk with your order number within 14 days of delivery. Once we receive the returned item and confirm the seal is intact, we’ll refund you in full, including standard delivery, within 14 days. You pay the cost of returning the item.
Hygiene exemption — please read
For health-protection and hygiene reasons, the law allows us to refuse returns on intimate products once the hygiene seal is broken. If a product has been unsealed, opened, or used, it cannot be returned or refunded unless it is faulty. This exemption is set out in the Consumer Contracts Regulations 2013 and applies to sealed goods not suitable for return once unsealed.
We tell you this clearly here, on every product page, and at checkout, so you can decide before you buy.
Faulty or misdescribed items — always covered
Your legal rights under the Consumer Rights Act 2015 are unaffected by anything above. If an item is faulty, damaged, or not as described:
- Within 30 days of delivery you may reject it for a full refund.
- After 30 days, we’ll repair or replace it. If that isn’t possible, you’re entitled to a refund or price reduction.
- All our products carry a 12-month warranty against manufacturing faults.
Faulty items are handled outside the hygiene exemption — you’re covered whether or not the seal is broken. Email hello@purepleasureshop.co.uk with your order number and a description or photo of the fault and we’ll put it right, covering return postage on confirmed faults.
How refunds are paid
Refunds go to your original payment method within 14 days of us receiving the return or agreeing the refund. Card refunds may take a few extra days to appear.
Questions? hello@purepleasureshop.co.uk