If you need to return something to us then please follow our guidelines below.
We have a different returns policy for in-store purchases to online purchases, so please refer to the correct one.
This does not affect your statutory rights.
Online / Website Returns Policy
How do I return a product I purchased from the Pulse & Cocktails website?
We offer a free 30-day online returns guarantee*, which means that if for any reason you are not happy with your purchase, you can return it to us for free of charge in its original condition within 30 days of receipt. All online orders and click and collect orders where payment is taken online are online orders.
All reserve and collect orders that are paid for in-store are classed as in-store purchases and do not fall under the online returns policy. Please refer to the in-store returns policy above for all reserve and collect orders.
The items must be in their original, unopened packaging with any seals and shrink-wrap intact and labels and tags still attached.
We are unable to exchange items that are not damaged, defective or incorrect after 30 days.
*Sex dolls are not included in the 30-day free returns policy. The purchaser is fully responsible for the return of any sex dolls to our warehouse and this includes all postage costs.
How to return an unwanted product
Returning an item couldn’t be simpler, follow the steps below:
- Fill out the online returns form here.
- We will then send you a free returns label via email in a PDF format. You will need to print this label.
- We request that you wrap the items securely in the original packaging, add the returns label to the parcel and include the completed returns form.
- Simply drop the parcel off at your local post office.
- We will notify you once we have received your return.
- We will fulfill your refund request within 10 working days via your original payment method. Please note – Unless the item is faulty the original delivery cost will not be refunded, only the cost of the item being returned.
Items that cannot be refunded
Unfortunately, there are a few items due to personal hygiene reasons that we cannot refund.
- All sex toys / sex essentials / sex dolls once the packaging or seal has been broken unless the item is considered faulty.
- Lingerie which has been worn including missing hygiene seals and tags have been removed.
- All hosiery once it has been opened (including body stockings, body dresses, stockings, tights, wigs and pants).
Sex Dolls and Masturbators (over £200) Returns Policy
If you decide to cancel your order, a restocking fee may apply to any sex doll or masturbator worth over £200. The doll or masturbator must not have been used and it must still be in its original packaging with no damage. In order to be valid for a refund, the doll or masturbator must be returned in a resalable condition with all of the accessories present and security ties and tags attached. Customers are fully liable and responsible for returning the doll to Pulse and Cocktails this includes all shipping cost. We recommend you use a fully insured service, insured to the value of the item(s).
If the sex doll or masturbator has a fault then Pulse and Cocktails will look into the matter and review the evidence given. Should we deem the damage not caused by you (i.e a manufacturing fault or damaged in transit), we will raise the issue with the returns team and will aim to provide you a replacement. If we are out of stock of the model a new doll will be ordered and we will notify you when it will arrive. Please be aware this can take several weeks to arrive. We strongly recommend you request the courier to wait whilst you privately inspect your delivery for any issues before you officially accept the delivery. If you accept delivery and then raise a claim for damage caused in transit, the courier is less likely to provide compensation and we may be unable to provide a replacement.
We will not replace any sex doll or masturbator for tears or damage caused from from use/wear and tear.
In the event of a cancellation or return, the postage costs may be deducted from any monies paid by the customer.
Returns of damaged, defective or incorrect product
If you receive your order and the contents have been damaged in transit, or it includes an incorrect item, please contact us as soon as you find out. We will request that you return the items to us within 30 days of receipt and where necessary, we will send you a replacement as soon as possible.
How to return a faulty product
You have the right to return a faulty product for replacement within a reasonable period of time. In the unlikely event that you have a faulty product, wrap the product securely in its original packaging (if possible) and return to us, along with details of the fault, including your original delivery slip, including your name, address and contact number. Please ensure you have followed the operational instructions correctly before returning.
Refunds and Exchanges
We aim to issue an exchange or full refund as quickly as possible, please allow up to 7 days from receipt of the return to our Head Office.
Please note, online purchases cannot be returned to a Pulse & Cocktails retail store.
Can I return my online order to a Pulse and Cocktails store?
Online purchases cannot be returned to a Pulse & Cocktails retail store.
Can I exchange my item for a different product?
We can only offer an exchange on a faulty item to replace it with the same item. If you want to exchange your product for a different product please return your unwanted, unopened items to us free of charge, and start a new order for any new products that you would like.
Click & Collect
Click & Collect orders are classed as an online order and the same returns policy applies. However, we may be able to deal with your return via the store if an exchange or replacement is required. Please contact us in advance using the contact details above.
In-store Return Policy
How do I return a product I purchased from a Pulse & Cocktails store?
Please return the item within 7 days, along with your itemised receipt to the store where you made your original purchase from for an exchange or credit note. Unless the item is faulty, we do not offer refunds in-store. The items must be in their original unopened packaging with any seals and shrink-wrap intact and labels and tags still attached. Due to hygiene and security reasons, certain items cannot be returned because you have changed your mind or the item is an unwanted gift.
- Sex Toys
- Intimate Bondage Items
- Bodystockings / lace dresses
- Latex / Rubber Wear
- Books/ Magazines
- Lubricants/ Massage oils / Creams
- Aphrodisiacs / Herbal Supplements
What if I don’t have my receipt?
A receipt is required as proof of purchase for any returned item, and returned without any proof of purchase will not be accepted. If you paid by debit or credit card then we may be able to trace your receipt on our records, if you are able to provide details of the date of purchase, branch purchased at, other items purchased and total spend. Although we cannot guarantee we will be able to offer this service, inquiries can be made to customer services via the store or by email to [email protected].
What if a product is faulty?
Please return it to the store where you made your original purchase along with your itemised receipt. Please ensure you have followed the operational instructions correctly before returning. The store will inspect the fault and where necessary test the product and process your return accordingly.
What if I can’t return to a Pulse & Cocktails store?
If you are unable to return to the store quickly then please contact Customer Services directly via [email protected] and let us know when you are able to return the product and we may be able to extend the returns period for you.
Reserve & Collect
Reserve & Collect orders are classed as in-store purchases and the same returns policy as above applies.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to us once you have been advised by our customer service team.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to Cocktails House, Canklow Meadows Industrial Estate, Rotherham, South Yorkshire, S60 2XL.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at [email protected] for questions related to refunds and returns.