Returns Policy

Customer service is at the forefront of our business and therefore, our aim is to provide you with the best service and fairest returns policy.

The European Consumer Protection Distance Selling Regulation of 2000 states that you have the right to cancel an order without giving a reason within 7 days.

You may cancel or return your order within 7 days of receipt for a full refund in accordance with the above regulation and our conditions of return, as below. After this period, all returns can be exchanged for alternative goods within 30 days of original dispatch date.

If a part or full order is returned after receipt, as unwanted or unsuitable, the paid postal/carriage charge is non refundable and will be deducted from the refund. If the order was with a 'free' postal/carriage, a deduction of £4.95 will be made. 

If any order is returned by the Royal Mail or our courier and we have not been advised of a cancellation within the terms of the DSR Act, we shall make a deduction for post/packing against any refund of £4.95. 


To qualify for a refund:  

• The product(s) are still in their original packaging and in the same condition of dispatch/receipt and are un-opened (unless faulty).  Any products/goods must be returned to us within 7 days of receipt, otherwise, only an exchange can be made.
• The product(s) have not been used or tampered with.
• The return of batteries is not permitted. 
• The return of any liquid products, lubricants, lotions, oils, tablets or aphrodisiacs is not permitted for safety reasons.
• If any goods/products are returned for a refund and the above conditions are not met fully, we shall refuse a refund. A return/re-delivery charge of £4.95 will be payable, prior to the return/dispatch of the goods/products back to the client(s). Returned goods/products will only be held for a maximum of 30 days, prior to disposal.
• If good(s) are returned, as being 'faulty, and these are found to be working correctly, we will not issue a refund against any carriage costs paid. 
• If your original order qualified for any free gift(s) and these are not returned with your return(s), a deduction will be made against any refund to the web site sales value of the free item(s) .

For hygiene reasons, we cannot accept the return of any of these goods if they have been opened or the seal has been broken. For safety reasons, we will not accept the return of any condoms, lubricants, creams, oils or aphrodisiacs.

Due to copyright, we cannot accept the return of any DVD or book

Returns of Lingerie

We understand sometimes the difficulty with sizing, and therefore, we operate a fair and hygienic policy for the return of any item of lingerie:

• You can try on lingerie to see if it fits, but please keep your underwear on.
• No refunds will be made if the product is not returned in the original packaging and in the condition it was dispatched/received in.
• No refunds will be made if any product has been worn or used.
• No refunds will be made if any labels or tags are removed.
• No refunds will be made for hosiery, thongs, g-string & briefs for hygiene reasons.

We will undertake one free re-send of any item of lingerie, if the chosen sizing is wrong, providing the above conditions have been adhered to. In the unlikely event of a subsequent change, a charge of £4.95 will be made to cover the cost of re-delivery and packing. All changes must be made within 7 days for a refund or 30 days for a replacement.

In the unlikely event of a product(s)/goods being faulty, please return the product within 30 days for a replacement or refund.  All product(s)/goods should be returned with all parts and manuals, if applicable.

If any product is damaged or missing, please e-mail us within 48 hours of receipt (please ensure you do not use the product(s) prior to notifying us and receiving our response).

Return of Goods for any reason:

Goods should be returned, preferably by RECORDED DELIVERY, stating reason for return, client(s) name, address and order number and addressed to:

Customer Services Department
Harfer Ltd
PO Box 955
Peterborough
PE2 2DR


NB We are not responsible for the receipt of any product(s)/goods which are not returned to us by Recorded/Signed Delivery.

All goods returned to us should display the correct amount of postage.  In the event that the return postage amount has not been paid fully in accordance with the Royal Mail charges, we shall discount from any refund or make a charge for the amount of any impossed charge by the Royal Mail and we reserve the right to levy a reasonable flat fee service/administration charge of £1.95.

PLEASE ENCLOSE YOUR FULL NAME AND ORDER NUMBER

We reserve the right to refuse a refund if we believe the goods have been used, opened or the seal has been broken, noting the above product conditions.