Politique de remboursement

Return & Refund Policy

We have a 14-day return policy. You have 14 days after receiving delivery of the last item on your order to request a return. The return window is extended over weekends and public holidays.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Original packaging seals must be intact. You will also need the receipt or proof of purchase.

To start a return or cancellation, log in to your account at https://account.sensualvibesuk.com, go to your Orders, and follow the steps to request a return or cancellation. If you checked out using a phone number only (without an email address), please use the return link in your SMS order confirmation instead, as you will not be able to access the customer accounts portal without an email.

Items sent back without first requesting a return will not be accepted.

You can also contact us at sensualvibesuk@outlook.com with any return questions.

Cancellations You may cancel your order at any time before it has been fulfilled. To cancel, log in to your account at https://account.sensualvibesuk.com and follow the steps above, or contact us at sensualvibesuk@outlook.com.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items For hygiene and safety reasons, we are unable to accept returns on any adult products, intimate items, or personal care goods where the original packaging seal has been broken or removed. If your item arrives sealed and you wish to return it, the seal must remain fully intact.

We also cannot accept returns on perishable goods, custom or personalised products, hazardous materials, flammable liquids, or gases. Please get in touch if you have questions about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union — Right of Withdrawal If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving delivery of the last item, for any reason and without justification. The 14-day window is extended over weekends and public holidays.

To exercise your right of withdrawal, log in to your account at https://account.sensualvibesuk.com and submit your request through your Orders. If you checked out with a phone number only, use the return link in your SMS order confirmation. You will receive an automatic confirmation once your request has been submitted.

Please note: the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery. This includes adult products and intimate items where the original packaging has been opened.

Your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging with the seal intact. You'll also need the receipt or proof of purchase.

We will refund the price of the item plus the cost of standard outbound shipping. You are responsible for the cost of return shipping. We will process your refund within 14 days of receiving the returned item or proof that it has been sent back, whichever is earlier.

Refunds We will notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at sensualvibesuk@outlook.com.