Refund policy

Returns & Refund Policy

Last updated: 20 August 2026

At KinkRooms, we want you to be completely satisfied with your purchase. We understand that occasionally you may change your mind or there may be a problem with an item you have received.

This Returns & Refund Policy explains how cancellations, returns, exchanges and refunds are handled.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Our 30-Day Returns Policy

In addition to your statutory rights, KinkRooms offers a 30-day returns policy on eligible products.

If you change your mind about an eligible purchase, you may request a return within 30 days of receiving your order.

To qualify under our voluntary 30-day returns policy, the product must be:

Unused and undamaged;
In its original condition;
In its original packaging;
Complete with all accessories, instructions, tags and other items supplied with it; and
Unopened and with all seals intact where the product is hygiene-sensitive or supplied in sealed packaging.

Please do not remove hygiene seals or open sealed intimate products if you think you may wish to return them.

2. Intimate Products & Hygiene

Due to the intimate nature of many products sold by KinkRooms, strict hygiene standards apply.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory right to cancel does not apply to sealed goods that are not suitable for return due to health-protection or hygiene reasons once they have been unsealed after delivery.

This may apply to certain products sold by KinkRooms, including intimate and hygiene-sensitive products.

For health, hygiene and customer safety reasons, we cannot accept a change-of-mind return of a hygiene-sensitive product once its applicable hygiene seal or sealed packaging has been opened, where the legal hygiene exception applies.

Please inspect your product before breaking any hygiene seal or opening sealed packaging.

This restriction does not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not conform to the contract.

3. Your Legal Right to Cancel an Online Order

If you are a UK consumer purchasing online, you generally have the right to cancel an eligible order without giving a reason.

For most eligible goods, you have 14 days from the day after you receive the goods to tell us that you wish to cancel.

If an order contains multiple items delivered on different days, the cancellation period generally runs from receipt of the last item.

Once you have notified us that you are cancelling, you must normally return the goods within a further 14 days.

Certain goods are excluded from the statutory cancellation right, including qualifying sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed after delivery.

4. How to Request a Return

To request a return, please contact KinkRooms before sending your item back.

Please provide:

Your name;
Your order number;
The item you wish to return;
The reason for the return; and
Whether the item has been opened or used.

If the product is faulty or damaged, please provide a brief description of the problem. We may also ask for photographs or other reasonable information to help us assess the issue.

Once your return has been authorised, we will provide the relevant return instructions.

Please do not send returns without including sufficient information for us to identify your order.

5. Return Address

Unless we provide alternative return instructions, returns should be sent to:

KinkRooms
Unit E3 Otley Mills
Ilkley Road
Otley
West Yorkshire
LS21 3EE
United Kingdom

We recommend obtaining proof of postage when returning an item.

6. Change-of-Mind Return Costs

For eligible change-of-mind returns, the customer is responsible for the direct cost of returning the goods, unless we have expressly agreed otherwise or offered a free returns service.

You are responsible for taking reasonable care of the goods while they are in your possession and while arranging their return.

We recommend using an appropriate tracked or otherwise evidenced postal service.

7. Faulty, Damaged or Incorrect Items

Your statutory rights are not affected by our hygiene restrictions or voluntary returns policy.

Goods supplied by KinkRooms must meet the standards required by UK consumer law, including being of satisfactory quality, fit for purpose where applicable and as described.

If your item is:

Faulty;
Damaged;
Not as described;
Incorrect; or
Otherwise does not conform to the contract,

please contact us as soon as possible.

Where you have a statutory right to reject the goods, KinkRooms will deal with the return and refund in accordance with the Consumer Rights Act 2015.

Depending on the circumstances and how long you have had the product, you may be entitled to a refund, repair, replacement or other statutory remedy.

Where goods are validly rejected because they are faulty or otherwise do not conform to the contract, we will bear reasonable return costs where required by law.

Opening a product to discover that it is faulty does not remove your statutory rights.

8. Faults Caused by Misuse

We cannot provide a remedy for damage or faults caused by:

Accidental damage;
Misuse or improper use;
Failure to follow product instructions;
Unauthorised alterations or repairs;
Normal wear and tear; or
Damage caused after delivery where the product was not defective when supplied.

This does not limit any rights you may have where the product itself was faulty or did not conform to the contract.

9. Refunds

Once we receive and inspect an eligible returned item, we will process the appropriate refund.

Where you exercise your statutory right to cancel an eligible online purchase, we will refund payments due to you in accordance with applicable consumer law.

We may withhold the refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first, where the law allows us to do so.

Refunds will normally be made to the original payment method.

Please allow additional time for your bank, card issuer or payment provider to credit the funds to your account after we have processed the refund.

10. Original Delivery Charges

Where you validly exercise your statutory right to cancel the whole eligible order, we will refund the standard outbound delivery charge you paid, where required by law.

If you selected a more expensive delivery method than our least expensive standard delivery option, we are not required to refund the additional cost of the premium delivery service.

Different arrangements may apply to partial returns or returns made solely under our voluntary 30-day returns policy.

11. Deductions From Refunds

For goods covered by the statutory cancellation right, you are entitled to handle them only to the extent reasonably necessary to establish their nature, characteristics and functioning, similar to how you might inspect an item in a shop.

Where permitted by law, we may make an appropriate deduction from the refund if the value of the goods has been reduced as a result of handling beyond what is reasonably necessary.

This is separate from hygiene-sensitive products where the statutory cancellation right may cease altogether once qualifying sealed goods have been unsealed.

12. Exchanges

If you would like to exchange an eligible unopened and unused item, please contact us.

Exchanges are subject to product availability.

For hygiene-sensitive products, exchanges cannot normally be accepted once the applicable hygiene seal or sealed packaging has been opened, unless the product is faulty or your statutory rights otherwise apply.

13. Cancelling Before Dispatch

If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible.

We will do our best to stop the order before dispatch, but we cannot guarantee that this will be possible once processing has begun.

If your order has already been dispatched, your cancellation and return rights will apply as described in this policy.

14. Refused & Uncollected Deliveries

Please do not simply refuse delivery as a substitute for notifying us that you wish to cancel an order.

If a parcel is returned to us because it was not collected or because an incorrect or incomplete delivery address was provided, please contact us.

Any refund or redelivery will be handled according to the circumstances and your applicable statutory rights.

15. International Returns

Our voluntary free returns service, if offered, applies only where expressly stated and may not be available for orders delivered outside the UK.

Customers returning an eligible change-of-mind purchase from outside the UK are normally responsible for arranging and paying for the return unless we agree otherwise.

This does not affect any mandatory consumer rights that apply to your purchase.

Please contact us before returning an international order so we can provide appropriate instructions.

16. Products Purchased as Sets or Bundles

Where products are sold together as a set or bundle, the complete set may need to be returned to receive a refund under our voluntary returns policy.

Any statutory rights you have remain unaffected.

17. Promotional & Sale Items

Sale or promotional items are not excluded from your statutory consumer rights simply because they were purchased at a reduced price.

Eligible sale items may also be returned under our voluntary returns policy unless expressly stated otherwise.

18. Contact Us

If you have a question about a return, refund or faulty product, please contact: