Refund policy
Last updated: 7 October 2025
1. Faulty or damaged items
If an item develops a fault within 30 days of purchase (UK orders), contact us to request a freepost return label.
Return address:
PO BOX 228, Hitchin, Herts, SG4 0WW, UK
For international orders, return postage is the customer’s responsibility. Contact us for support before returning anything.
All discrepancies or transit damage must be reported within 36 hours of receipt.
2. Refunds and processing
Refunds are issued to the original payment method within 10 working days after inspection.
Shipping costs are non-refundable unless an item is confirmed faulty.
3. Replacements
Free replacements are available for confirmed faulty items within 28 days of purchase.
After 28 days, we may still offer an exchange at our discretion.
Products with faults after 3 months but within 1 year are covered by our one-year warranty for exchange only.
4. Hygiene and safety
For health and hygiene reasons:
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Returned goods must be unused, clean, and in original packaging.
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Sealed items opened by the customer are non-returnable.
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Lingerie/clothing must be unworn and unwashed.
Items not meeting these conditions will be refused and returned to the customer.
5. Incorrect or unwanted items
If you receive the wrong product, do not open it. Contact us for an exchange.
Unopened, unused non-faulty items may be returned within 30 days of delivery, provided hygiene seals remain intact.
6. Lost returns
We are not responsible for returns lost in transit. Please use a tracked postal service and retain proof of postage until your refund is confirmed.
7. Contact
For any queries or to initiate a return, please reach our Customer Service team via the Contact Us page.
Rapture Works Online Ltd, 182-184 High Street North, London E6 2JA, UK.