Refund policy

Refund & Return Policy

Last Updated: 11/02/2025

Thank you for shopping with Sensual Joy. We want you to be completely satisfied with your purchase. Please read our refund and return policy carefully.

1. Eligibility for Returns & Refunds

Due to the intimate nature of our products, we can only accept returns or issue refunds in the following cases:

  • The item arrives damaged or defective.

  • The wrong item was sent.

  • The item is faulty under manufacturer warranty.

For hygiene and safety reasons, we cannot accept returns or exchanges on used or opened products.

2. Reporting an Issue

If you receive a damaged, defective, or incorrect item, please contact us within 3 days of delivery at info@sensualjoy.co.uk Provide your order number, a description of the issue, and photographic evidence if applicable.

3. Return Process

  1. Contact us to initiate the return process.

  2. If eligible, we will provide return instructions and a return authorization number.

  3. Items must be returned in their original, unopened, and unused condition with all packaging intact.

  4. The return must be sent within 3 days of approval.

Customers are responsible for return shipping costs unless the item was faulty or incorrect.

4. Refund Process

Once we receive and inspect your returned item:

  • Approved refunds will be processed within 10 business days to the original payment method.

  • You will receive a confirmation email once the refund is completed.

Shipping fees are non-refundable.

5. Non-Returnable Items

For hygiene reasons, we do not accept returns on:

  • Opened or used products.

  • Items without original packaging.

  • Lubricants, lotions, and personal care items.

  • Sale or clearance items (unless faulty).

6. Order Cancellations

Orders may be cancelled within 12 hours of purchase if they have not yet been processed. Please contact us immediately if you need to cancel an order.

7. Contact Us

If you have any questions regarding our refund policy, please reach out to us at:

  • Email: info@sensualjoy.co.uk

  • Business Hours: 9-5 Monday - Friday

We appreciate your business and are here to help!

Sensual Joy Team