Last updated: April 2026
1. Your Rights Under Consumer Law
As a consumer, you have statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. These terms do not affect your statutory rights.
2. 14-Day Cooling-Off Period
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days from the day you receive your goods (the "cooling-off period").
You can return:
- Any unopened, sealed item in original packaging
- Items that have not been used
- Items with all tags and labels attached
Important — Hygiene Exemption:
For reasons of hygiene and safety, sealed intimate products that have been unsealed or used cannot be returned, even within the 14-day cooling-off period. This is permitted under the Consumer Contracts Regulations 2013 (Regulation 28(1)(c)).
3. How to Return an Item
To return an item within the cooling-off period:
- Notify us: Email lushdesires@outlook.com within 14 days of receiving your order. Include your order number and the items you wish to return.
- Pack securely: Repackage the item in original packaging where possible. Ensure it is securely sealed.
- Send back: Post the item to: LushDesires Returns, 25 Cathkin Close, Glenfield, Leicester, LE3 6PW
- Refunds: Once received, we will process your refund within 14 days to your original payment method.
4. Who Pays for Return Shipping?
- Unwanted items: You are responsible for the cost of return shipping
- Faulty or wrong items: We will reimburse reasonable return shipping costs
5. Faulty or Damaged Goods
If you receive a faulty or damaged item, please contact us immediately (within 30 days of delivery). We will:
- Offer a replacement, or
- Provide a full refund
Please include photos of any damage when contacting us.
6. Refund Timeline
Once we receive your returned item:
- Inspection: We will inspect the item within 3 working days
- Refund: If approved, refunds are processed within 14 days
- Method: Refunds go to your original payment method
You will receive email confirmation once the refund is processed. Please note that it may take 5-10 additional days for the funds to appear in your account.
7. Exchanges
We currently do not offer direct exchanges. If you need a different size, colour, or product, please:
- Return the original item for a refund
- Place a new order for the desired item
8. Non-Returnable Items
For hygiene and safety reasons, the following cannot be returned:
- Intimate products where the factory seal has been broken
- Used or opened items
- Items not in original packaging (where packaging was provided)
9. Cancelling Your Order (Before Dispatch)
If you wish to cancel your order before it is dispatched, please contact us as soon as possible at lushdesires@outlook.com. If your order has not yet shipped, we will process a full refund.
10. Contact Us
For returns queries or to initiate a return, contact:
- Email: lushdesires@outlook.com
- Post: 25 Cathkin Close, Glenfield, Leicester, LE3 6PW
We aim to respond to all enquiries within 2 working days.