Changed your mind?
If you are not happy with your purchase, you have 30 days to return your item(s). Please note that the item must be new and unused, with all the original accessories, free gifts, packaging and manufacturing seals intact to be eligible for a full refund.
All items are inspected on return and if an item is returned to us damaged, used, in an unsuitable condition, or not as stated in the return request, we will be unable to give you a refund and we may have to send it back to you.
Please note that we are unable to refund any delivery or postage costs incurred.
All refunds are to the original payment method. If a gift card was used for purchase, then you will be given a credit voucher.
Please contact our customer care team if you wish to cancel your order, although this is not always possible due to the quick turnaround in our warehouse.
Hygiene and our customers’ safety are very important to us, we cannot accept the following back:
- All devices which are opened, used, or security seal is not intact, unless a money back guarantee applies. See further information here.
- Consumable items such as brush heads, cleansers, gels, patches, etc.
- Intimate items such as Elvie, Smile Makers, Lelo, Tenscare probes once opened.
If you have any problems operating your device or believe there to be an issue with the function, please complete the returns form to submit your request for a replacement.
If your item is found to have an issue, then we will endeavour to replace it as a like-for-like replacement. With limited edition models, we will do our best to replace the device with the same model if the stock is available, but otherwise, we will replace the device with the standard model. In cases where an item is discontinued during the warranty period and we are unable to exchange we may offer store credit as an alternative.
If your item is functioning to manufacturer specifications, it will be returned to you.
We do not replace any consumable items such as brush heads, please do not include these in your parcel.
If your device develops a fault within the first 30 days, we are happy to issue you with a refund, should you not want a replacement. After 30 days (and within your warranty period) we will issue you with a replacement device or store credit.
In the unlikely event that your replacement device develops a fault and you have had two faulty devices within 1 year of your original purchase, we can issue you with a refund, if requested. After 1 year, we can only offer a replacement product or store credit which would be valid for 6 months.
Your warranty period will not refresh with replacement devices, it is applicable from your original purchase date.
We will aim to process your return within 5 working days of receiving your parcel. Once the return has been processed, you will receive an email confirming your refund or replacement. We advise that it can take up to 5 working days for your account to be credited with the refund, however, some payment providers and payment types can take up to 14 days to credit your account.
Over busy periods, such as Christmas, processing times may be up to 10 working days, please be assured we will work as quickly as possible to process your return.
Returned items are your responsibility until they reach our returns centre, so please ensure they are packed securely and are well protected. Please also retain your proof of postage in case you need to contact us about your return, the tracking number can be useful.
We are not responsible for any items that are returned to us by mistake. In the event that we are able to locate the product, we will ask you to cover the cost to send this back to yourself.
Please contact our customer care team about any parcels damaged in transit, including good quality photos of the damage and how your parcel arrived. This will allow us to investigate with the courier.
We offer a 2-year warranty period as standard to cover manufacturing faults. The warranty is valid from the date the original order is placed and is not refreshed with replacement devices. The warranty does not apply to damage as a consequence of negligence, misuse or unauthorised modification of the product.
The warranty is registered with the individual who placed the order and may not be transferred to a third party. Activation of the warranty must be made by the initial purchaser of the goods.
Refreshed NuFACE devices which come with a 6-month warranty period and Refreshed Tria Devices which come with a 12-month warranty period. Alpha Stim devices come with a 5-year manufacturer warranty via the brand directly.
Money Back Guarantee:
For further information on our money back guarantee policies please take a look here.
For some brands such as Elvie, Sensica and Tenscare, returns require approval from the brand before being accepted. Please contact the brands directly and they will be able to assist you further with your refund or replacement device under the terms of your warranty. If the brand does not approve the return, then we will be unable to accept it back.
We are unable to accept returns for used or opened intimate items such as Silk'n Tightra, vSculpt, Elvie, Lelo, SmileMaker and TensCare probes. Please contact the brands directly.
Alpha Stim Rental:
If you have rented one of our Alpha Stim devices and would like to cancel the subscription and return the device, then please contact us. Please cancel your recurring payment on PayPal so you are not charged any further payments.
If we notice an unusual pattern of returns activity that doesn't seem right: e.g. if we suspect someone is using their devices and then returning them under a money back guarantee, ordering and returning frequently within 30 days, or the items returned don't match what they ordered then we might have to deactivate the account and any associated accounts.
If you think we have made a mistake with this decision, please get in touch with our Customer Care team and they will be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact our Customer Care team. They will provide you with a returns form, but you will be responsible for the cost of returning the goods to us.