Refund policy

Last updated: 2 October 2026

This policy explains how to cancel an order, what to do if something arrives faulty or damaged, and how refunds work. Nothing in it affects your legal rights as a consumer.

Your 14-day right to cancel

If you change your mind, you can cancel your order within 14 days. The 14 days start on the day after you, or someone you nominate, receive the goods. If your order arrives in more than one parcel, they start on the day after the last parcel arrives. You don't need to give a reason.

To cancel, let us know clearly before the 14 days are up. The simplest way is to email info@eroticon.co.uk with your order number. You can use the model cancellation form at the bottom of this page, but you don't have to.

Sealed products and hygiene

For health and hygiene reasons, the right to cancel does not apply to sealed products once the seal has been broken after delivery. This includes items such as toys, intimate devices, lubricants, cosmetics and underwear that arrive sealed. If the seal is still intact, you can return them like any other item.

Products that are not supplied sealed can be returned within the cancellation period. Please handle them only as you would in a shop. If an item has been used, or handled more than is needed to see what it is and how it works, we may reduce your refund to reflect the loss in its value.

Sending items back

Once you have told us that you are cancelling, please send the items back within 14 days. Email us before you post anything and we will reply with the returns address and a returns reference, so your parcel can be matched to your order quickly.

The cost of sending back items you no longer want is yours. Please use a tracked service and keep your proof of postage.

Your refund

• We refund the price you paid for the items, plus the delivery charge at the rate of our standard delivery option. If you chose a faster, more expensive option, the extra cost is not refunded.
• We refund you within 14 days of receiving the items back, or of you showing us proof that you have sent them, whichever comes first.
• If you cancel before your order has been dispatched, we refund you in full within 14 days of your cancellation.
• Refunds go back to the payment method you used. We never charge a restocking or admin fee.

Faulty, damaged or wrong items

If something arrives faulty, damaged or different from what you ordered, email info@eroticon.co.uk with your order number and a photo or short video showing the problem as soon as you can, and we will put it right. You will not pay anything to return faulty or incorrect goods. In most cases we can put things right from your photo or video, without you having to send the item back.

Customers in the UK: under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days of delivery. After that, you are entitled to a repair or a replacement, and if that doesn't fix the problem, to a refund. You can claim for up to six years from delivery (five years in Scotland).

Customers in the EU: you are covered by the legal guarantee of conformity in your country, which lasts at least two years from delivery.

If it is safe to do so, please clean a faulty product before sending it back, so that it can be inspected hygienically.

Model cancellation form

Fill in and send this form only if you want to cancel your order.

To: Eroticon Ltd, 9a Wick Road Business Park, Wick Road, Burnham-On-Crouch, Essex, CM0 8FA, United Kingdom. Email: info@eroticon.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

Questions

Email info@eroticon.co.uk and we will get back to you within two working days.