Your rights to return goods are protected in accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations of 2013.

Under this act you are entitled to cancel your order and receive a full refund up to 14 calendar days from after you have received the item. This refund policy also applies even if you change your mind and no longer want an item. The refund processed will include the minimum postage costs you could have chosen when placing your order, however you are responsible for the cost of returning the product/s to us.

Here at Heavenly Pleasures, we have a 30-day return policy from the date of delivery, which means you have 30 days after tracking showed delivered to request a return. 

To be eligible for a return, your product must be in the same condition that you received it, unworn, unused and with all tags intact. The product must be in its original undamaged packaging.

All products must also be in a clean condition with no mud, hair or any other debris as these will be refused.

PLEASE NOTE: Due to most of our products are used in an intimate nature, we can only accept returns that are faulty or unopened.

If trying on an item of clothing, please take additional care and try on over your underwear and do not remove any protective seals or labels that may be on the products nor the tags.

Any returns that are sent back to us that are either damaged, soiled or altered in anyway will not be accepted and may not be returned to you unless the shipping costs are covered. Any items returned with tags missing may incur a charge so please be extra careful how you handle your products and return them how you would expect them to be sent to you.  You agree to this policy when making a purchase so please make yourself aware of our policies before buying or contact us for more information.

To be eligible for a return, your product must be in the same condition that you received it, unworn, unused and with all tags intact if applicable. The product must be in its original undamaged packaging.

To start a return, please contact us at help@heavenlypleasures.co.uk  stating the reason for the return.  We will then issue you and RRMA which will need to be added to your parcel.  When your return is accepted address details will be provided for its return. Items sent back to us without first requesting a return will not be accepted.

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.  You can request a return/exchange by logging into your account, finding the item in your orders list and clicking the return or exchange link. You may be asked for proof of damage by uploading pictures. If damaged a shipping label will be sent for its return to us.

Exceptions / non-returnable items

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.

Defective Products

If you have received a defective or damaged item, please contact us through our Customer Service department, here and they can help expedite your return process of replacement through the manufacturer warranty. You can also go directly to the manufacturer and submit your request for a replacement if they offer this service.

Incorrect Item Shipped

If we have made an error in the item shipped to you, please let us know upon receipt so we can replace it or start the return process.

Incorrect Product Ordered / Changed Mind

If you have ordered an incorrect product, please do not open any of the packaging or use the item. If clothing it must not be worn, however we reserve the right to refuse to accept any item such as lingerie, thongs etc to protect the health of our employees and customers. It is the responsibility of the customer to ensure that they are ordering the correct product so please be sure it’s correct before ordering.

Store Credits

All store credits expire after 1 year of no purchase activity.

Refunds

We will notify you once we’ve received and inspected your return via email and refunds will be made either back to your source of payment or via a store credit for future use within 7 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please note unless damaged or faulty the outgoing postage will not be refunded if have changed mind, doesn’t fit etc.  

Under NO circumstances must any type of tape or glue be applied to the packaging of the product, taped up or labels adhered to the box/plastics. You’ll also need the receipt or proof of purchase placed inside the returns.

You will be responsible for the shipping back to us unless damaged or faulty and must ensure that its packed sufficiently to protect it in transit. Failure to follow these instructions may result in a partial refund being applied or the product being return to yourselves.