We want all our customers to be 100% happy with their purchases.

For all unopened and unused items, we offer a free 365-day refund or exchange policy.

If a used item breaks or is faulty within 120 days of receiving it, you can get a full refund or exchange if you return it to us.

How to return an item

Before returning any items to us, you must download and complete our returns form and include it with the return.

Visit the Royal Mail Returns Portal and fill in the returns form, before packaging all your items together to be returned to us.

For peace of mind, we recommend obtaining a free proof of postage. Keep hold of this until the refund lands in your account.

If the item is unwanted, we cannot refund the cost of postage or card transaction fees - For standard item unwanted returns we charge a standard £7.50 Fee to cover these costs.

What do I need to include with the return?

Please include the product, all leaflets, cards and instruction manuals with your order (even if it is faulty) and the original packaging. Without this information, we may not be able to process your request.

When will I get my refund?

Once we receive your return at our warehouse, we will process your refund or replacement request as soon as possible. This will be done within a minimum of 30 days, but usually much quicker.

Faulty Items

If your item is defective, please provide clear details of the issues you're experiencing.

Unused Items

To ensure a hassle-free return process, please make sure your item is in pristine condition - unopened, unused, and undamaged, unless it's inherently faulty. Keep all shrink wrapping, packaging, leaflets, and instructions intact. Don't forget to specify whether you'd prefer a refund or an exchange. We'll swiftly handle your request and keep you informed once we receive the returned parcel at our warehouse. Refunds or exchanges for non-faulty items will only be issued if the item is unopened, unused and in it's original sealed packaging.

Used items

Please make sure that it has been thoroughly cleaned as photographs will be taken of all faulty items when we receive them to help with processing. If we find that the item is not in a faulty condition this will be returned to you at your expense.

Lingerie

You're welcome to try on lingerie for size, but be sure to wear your own underwear underneath. Unfortunately, we cannot accept soiled or damaged items of this nature for a refund or exchange. It's important to retain the original packaging; otherwise, we won't be able to process your return.

Latex products

Due to the delicate nature of latex garments, exercise caution when selecting the correct size and handling them. Keep the original packaging if you're returning faulty or unwanted products so we can process your return. Regrettably, we cannot accept soiled items of this type for refunds or exchanges. Please reach out to Customer Service to discuss returning any latex items.

Large Items, Sex Torso's, Realistic Butts and Sex Dolls

Please note that a 25% restocking fee will be applied to any returned Large Item, Sex Torso, Realistic Butt or Sex doll. If a doll has been used or cannot be repackaged, a refund won’t be granted. The torso, butt or doll must be returned in its original packaging, free of marks or tears, with all accessories, and in resalable condition. If a fault is reported on a used, torso, butt, sex doll or large item, we will investigate the evidence provided and reserve the right to offer a replacement, not a refund. If the replacement isn’t in stock, we'll order it from the manufacturer and inform you of the dispatch date, which may take several weeks. Sex dolls will not be replaced for tears or any cosmetic damage resulting from use. Large items i.e. Sex Furniture, torso, butts or dolls cannot be returned if main box or packaging has been opened. Customers are responsible for the cost of returning a Large Item, torso, butt or sex doll to us. In case of cancellation or return, original outgoing postage costs may be deducted from any refunded amount. Debit card, credit card and Payment platform fees i.e. Klarna or Clearpay will also be deducted from the refunded amount. 

International Customers

Please be aware that we can only refund the delivery cost if the item is faulty. If you need clarification, please contact our Customer Care team before attempting to return the item.

This returns policy does not affect your statutory rights.

Where can I get more help?

Should you have any questions or if you need further assistance, please email info@pleasureandpassion.co.uk and we will be happy to help during office hours (Monday to Friday, from 9am to 5.30pm).

Returns address: PP Products Ltd, 2 Norwood, Beverley, HU17 9EY