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