Returns Policy

Customer service is at the forefront of our business and therefore, our aim is to provide you with the best service and fairest returns policy  

Unwanted Goods

Distance Selling Regulations (DSR) state a customer has the right to cancel the contract at any time up to '7 working days starting the day after delivery'.  You may cancel or return your order within 7 days of receipt for a full refund in accordance with the above regulation and our conditions of return, as below. After this period, un-opened products, in accordance with our qualifying & acceptable returns (see returns of toys section below), can be exchanged for alternative goods within 30 days of original dispatch date, a re-delivery fee of £3.95 applies. Any goods that are 'unwanted' or not required for any reason, the purchaser is responsible for the cost and return of those goods to us.

If a part or full order is returned after 7 days of receipt, as unwanted or unsuitable, any paid postal/carriage charge is non refundable and will be deducted from the refund. If the order was with a 'free' postal/carriage, a deduction of £4.95 will be made.

To qualify for a refund:

The product(s) are still in their original packaging and in the same condition of dispatch/receipt and are un-opened (unless faulty).
Any products/goods must be returned to us within 7 days of receipt, otherwise, only an exchange can be made.
The product(s) have not been used, tampered with or any seal broken.
The return of any liquid products, lubricants, lotions, oils, tablets or aphrodisiacs is not permitted for safety reasons.
If any goods/products are returned for a refund and the above conditions are not met fully, we shall refuse a refund. A return/re-delivery charge of £4.95 will be payable, prior to the return/dispatch of the goods/products back to the client(s). Returned goods/products will only be held for a maximum of 30 days, prior to disposal.
If good(s) are returned, as being 'faulty, and these are found to be working correctly, we will not issue a refund against any carriage costs paid.
If your original order qualified for any free gift(s) and these are not returned with your return(s), a deduction will be made against any refund to the website sales value of the free item(s) .

Our conditions and returns policy does not affect your Staturory Rights.

Returns of toys, creams, lubricants, aphrodisiacs, oils & condoms

For hygiene reasons, we cannot accept the return of any of these goods if they have been opened or the seal has been broken. For safety reasons, we will not accept the return of any condoms, lubricants, creams, oils or aphrodisiacs.

E-mail response time

We will endeavor to respond to all e-mails within 1 working day, ensuring we provide you with the best possible service.

Defective or Damaged Goods

In the unlikely event of a product(s)/goods being faulty, please return the product within 15 days for a replacement or refund. All product(s)/goods should be returned with all parts and manuals, if applicable.

If any product is damaged or missing, please e-mail us within 48 hours of receipt (please ensure you do not use the product(s) prior to notifying us and receiving our response).

Return of Goods for any reason:

Goods should be returned, preferably by RECORDED DELIVERY, stating reason for return, client(s) name, address and order number.

Prior to the return of ANY goods, please e-mail our Customer Services Department with your order number and details of any fault/problem, as often we can assist with the problem or send out any additional parts, without the need of return. Please wait for an acknowledgement prior to any return.  

All returned goods will be inspected and tested. If returned goods are found to be in 'working order', there will be no refund of postage charge.  A charge will be made for returning and non faulty item(s) to you, appropriate to the current Royal Mail's Recorded Delivery Charge. Any refund of postage made is based upon the current 'Standard Service' - 2nd class Royal Mail rates only.

Goods returned for exchange. If any product(s) are returned for exchange, within the above terms, a re-delivery charge of £3.95 applies, regardless if the original order had a paid or free delivery. Any amount for re-delivery has to be paid prior to dispatch of the order.

Our Returns Address:
Customer Services Department
BTH Holdings Ltd.
PO Box 6697
Basingstoke
RG24 4EU
(No visitors - warehouse distribution only) 

NB We are not responsible for the receipt of any product(s)/goods which are not returned to us by Recorded/Signed Delivery.

All goods returned to us should display the correct amount of postage. In the event that the return postage amount has not been paid fully in accordance with the Royal Mail charges, we shall discount from any refund or make a charge for the amount of any impossed charge by the Royal Mail and we reserve the right to levy a reasonable flat fee service/administration charge of £1.95.

PLEASE ENCLOSE YOUR FULL NAME AND ORDER NUMBER

We reserve the right to refuse a refund if we believe the goods have been used, opened or the seal has been broken, noting the above product conditions.

 

By accessing this website, you agree and to be bound by the following terms and conditions and your statutory rights as a consumer are not affected:

• All persons that access our website must be over 18 years old
• All products bought from us are for ‘ADULT NOVELTY’ use only, apart from condoms
• BTH Ltd cannot be held responsible for any injury caused by using any product bought from us or by any improper use
• Nothing contained in our website should be construed as advice and you are advised to take professional advice prior to using any product supplied by us
• All goods shall remain the property of BTH Ltd until full payment has been made
• BTH Ltd cannot be held responsible for any orders which are delayed due to incorrect supply of address data or delivery failure by the Royal Mail
• Any damages or shortages in delivery must be reported to us via e-mail within 72 hours from receipt
• All orders placed on our website are subject to availability
• BTH reserves the right to cancel any order
• Prices are correct at time of entering the data, however, we reserve the right to amend or withdraw a price without notice
• BTH Ltd is not responsible for any 3rd party links to our website or any content within
• All images and descriptions on our website are a ‘fair’ view of the product(s), but cannot be relied upon to be 100% accurate and should be used as a guide only
• At any time and without notice, BTH Ltd reserves the right to change or withdraw any current promotion and is subject to availability 
• This site is protected by copyright, no images or data should be copied,  replicated or downloaded without prior permission
• BTH Ltd is not responsible for any damage to computer or otherwise in anyone accessing our website and data contained within
• BTH Ltd reserves the right to amend or change the Terms and Conditions at anytime and without notice
• Please see Customer Care Section for all returns/delivery conditions
• Please refer to Delivery Section for general conditions of delivery/carriage
• Price Comparrison Data - We provide Price Comparison Data on some of our products (colours could vary) and feature a range of Adult Internet Retailers.  This data is provided as a comparison only and should not be fully relied on.  We do not guarantee this data and it is provided in good faith.  We do not warrant the completeness, truth or accuracy of our Price Comparison Data and we recommend that everyone viewing this data should validate it and make their own assessment.  We shall not be liable for any action that you or others take or don't take based on your use of or reliance on the information provided by us or other users of our websites
• All prices shown include VAT at the prevailing rate. Our VAT No. is: GB900789028 

Registered for England & Wales - Company No. 595 23 76 Registered Office - BTH Holdings Ltd. PO Box 6697, Basingstoke, RG24 4EU (This is not a correspondence address)