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Returns Information

The House of Passion – Returns Policy

Our main objective at The House of Passion is to provide our customers with the best possible shopping experience, therefore we offer a simple no-nonsense returns policy to allow you to shop with 100% confidence.

We ask that you inspect all goods immediately upon delivery and notify us as soon as possible if any product is found to be faulty or damaged. Items must be tested for their specific functions either by hand or visibly before intimate use (always turn on electronic products to check the pre-programmed modes). Even if you do not intend to use the item immediately please ensure the correct product has been received and is in working order, failure to notify us of a fault or problem with your order means you will be deemed to have accepted the goods and that they are in full working order.

At The House of Passion you can cancel your order within 14 days for a full refund. If we have already dispatched your order when we receive your cancellation, we will deduct the shipping costs from your refund.

Faulty items can be returned to us for a refund or exchange (subject to availability) up to 365 days from the original purchase date. Please ensure when returning used faulty items that they are returned in a clean state.

Items that are returned as faulty but are found to be in a working condition will be returned to you at your expense (Please see our delivery terms for estimated costs).

Our Returns Policy Simplified 

  • At The House of Passion you can cancel your order up to 14 days for a full refund.
  • You have the option to exchange products up to 14 days after purchase as long as your products are unused, unworn and unopened.
  • If a product is ordered by mistake, or you decide you no longer want it, you may return the item to us at your expense for a refund or exchange within 14 days.
  • Faulty items can be returned up to 365 days from the original purchase date for a full refund or exchange.
  • For hygiene reasons we will under no circumstances accept returns of any product if they have been opened and or used.
  • Unless the returned items are faulty, you must send them back to us at your own expense and we will only issue a full refund if the product is found to be faulty.

Lingerie & Clothing

When you receive lingerie or clothing from The House of Passion, please ensure that you carefully try the item for size before removing any labels or tags. We cannot accept returned items that have been damaged whilst trying on. For hygiene reasons we ask that when trying on lingerie or clothing you keep your own underwear on underneath.

Should our lingerie or clothing items not fit you can simply send them back to us for a refund or replacement within 14 days. Refunds can only be given if you return the item to us unused, undamaged and unlaundered within 14 days from the original purchase.

You must ensure all tags and labels are still attached when returning items and send them back in the original packaging. If they are broken or removed we cannot accept the returned product. Unless the returned items are faulty, you must send them back to us at your own expense and we will only issue a full refund if the product is found to be faulty.

Free Gifts

Free gifts cannot be returned for a refund or exchange.

If returning items for exchange or refund and the value of the order falls below the required level for the free gift you have received you will also need to return the gift. We can deduct the value of the gift from your refund should you wish to keep it.

Any orders returned without the free gift will automatically have the value deducted should the order value fall below the required limit following the refund / exchange.

How to Return an Item

  1. Fill in our online returns form. After you have completed the online form we will give you our returns address.
  2. Package up your return securely. Include as much original packaging as possible. Please clean any products that have been used before returning.
  3. Post the item to us. Although not required we recommend you return your item to us by Recorded Post or Special Delivery as these can be tracked or claimed for in the event of the item being lost during transit. Please remember to obtain proof of postage for your return, if the item is lost and you cannot prove that you sent it we will not be able to offer you an exchange or refund.

 

If you have any questions or queries regarding our returns policy please do not hesitate to contact us.

Copyright © 2015 The House Of Passion Limited. Company Registration No: 08990293. You must be over 18 to order. All models are over 18. Discontinued