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Returns Policy

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.

 

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
  • Underwear
  • Hosiery
  • Bodystockings / lace dresses
  • Latex / Rubber Wear
  • DVDs
  • Books/ Magazines
  • Condoms
  • 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 customerservices@pulseandcocktails.co.uk.

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 straight away?

If you are unable to return to the store quickly then please contact the store directly to let them know when you are able to return and we may be able to extend the returns period for you. Alternatively, please return the item to the address below and include your contact details and receipt as proof of purchase. We recommend that you use a recorded-delivery service, as we cannot be held accountable for any returns missing in the post.

Internet Department, Pulse and Cocktails, Canklow Meadows Industrial Estate, Rotherham, S60 2XL

Reserve & Collect

Reserve & Collect orders are classed as in-store purchases and the same returns policy as above applies.

 

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.

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.

How to return an unwanted product

Returning an item couldn’t be simpler, follow the steps below:

  1. Fill out the online returns form here.
  2. We will then send you a free returns label via email in a PDF format. You will need to print this label.
  3. 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.
  4. Simply drop the parcel off at your local post office.
  5. We will notify you once we have received your return.
  6. 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 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).
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 or refund 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.

Contact Details:

Email: orders@pulseandcocktails.co.uk                   Tel: 01709 835147 ext 210

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.