Refund policy

Last updated: 17 November 2025

Thank you for shopping with Sexentials, a trading name of ToiStore Ltd.
Your wellbeing, privacy, and safety are our priorities.
Please read this policy carefully before making a purchase.

1. Overview

Due to the nature of our products, many items cannot be returned for hygiene and safety reasons.
However, we always comply with UK consumer protection laws and will replace or refund faulty items.

If you have any concerns about your order, please contact us at:
📩 info@sexentials.co.uk

2. Eligibility for Returns

We accept returns only if the item meets all of the following conditions:

The item is unopened, unused, and sealed in its original packaging
The return request is submitted within 180 days of delivery
The item is not excluded under our hygiene restrictions (see Section 3)

Returns that do not meet these conditions cannot be accepted.

Return address:

ToiStore Ltd (Sexentials)
27 Old Gloucester Street
London WC1N 3AX
United Kingdom

We strongly recommend using a tracked service.
We cannot refund items lost in transit.

3. Items Not Eligible for Return

For strict health and hygiene reasons, the following items cannot be returned, unless faulty:

Any intimate product that has been opened
Any item that has been unsealed, used, or handled
Lingerie, underwear, swimwear, or clothing
Lubricants, oils, consumables, or cosmetics
Sale, clearance, or discounted items

Once the seal is broken, your right to cancel under UK law no longer applies.

4. Reporting Faulty or Damaged Items

If your item is faulty, damaged, or not as described:

Email us within 36 hours of delivery at info@sexentials.co.uk
Include your order number and photographs where possible

Depending on the issue, we may:

Request a return for inspection
Replace the item
Provide a refund
Refer the product to the manufacturer for further testing

Items that are returned used, unclean, or without meeting hygiene requirements cannot be inspected and may be sent back to you.

5. Refunds

Refunds are issued only when:

The returned item meets all eligibility criteria, or
The item is confirmed as faulty by us or the manufacturer

Refunds are processed back to your original payment method within 3–5 business days after approval.

Please note:

Delivery fees are non-refundable
Export/import fees (if applicable) are non-refundable
Items that fail inspection or fall outside our policy will not be refunded

6. Exchanges

If your item is eligible for return and you prefer an exchange:

The first exchange is shipped free of charge (standard delivery)
Subsequent exchanges from the same order may incur delivery fees

Exchanges are not available for products that are sealed for hygiene reasons once opened.

7. Order Cancellations

If your order has not yet been processed or dispatched, you may request a cancellation by emailing info@sexentials.co.uk immediately.

Once shipped, orders cannot be cancelled and must follow the returns process (if eligible).

2-hour delivery orders cannot be cancelled once they are being prepared by our courier.

8. 2-Hour Delivery Orders

For 2-hour delivery (“Sexpress Delivery”):

Delivery times are an estimate, not a guarantee
If we cannot reach you within 1 hour to confirm details, the order may be cancelled
Delivery fees are non-refundable
Returned or undeliverable 2-hour orders incur a £10 fee to partially cover courier costs