Refund and Returns Policy

Last Updated: April 2026

At DingDongPleasure, we want you to be completely satisfied with your purchase. This policy is in addition to your statutory rights under UK law and does not affect them.

1. Your Right to Cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

The cancellation period expires 14 days after the day you (or a nominated third party) receive the goods.

To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g. by email to support@dingdongpleasure.com) before the cancellation period expires.

Important Exception — Hygiene Seal

Please note: under Regulation 28(1)(b), the right to cancel does not apply to goods that are sealed for health protection or hygiene reasons if the seal has been broken after delivery. This applies to opened intimate products. Unopened items in original sealed packaging remain eligible for return.

2. Returns Policy

Eligible for Return:

Unopened Products: Items that are unopened, unused, and in their original sealed packaging — within 14 days of delivery
Defective Products: Items that are faulty or damaged upon arrival — regardless of whether packaging has been opened
Wrong Item Sent: If we sent you the wrong product, we will arrange a return and send the correct item

NOT Eligible for Return:

Opened or used intimate products (hygiene exception under Consumer Contracts Regulations 2013)
Products without original packaging
Items damaged due to misuse or improper care
Sale or clearance items (unless defective)
Personalised or custom-made items
Gift cards or vouchers
Downloadable digital products

3. How to Request a Return or Refund

Email us at support@dingdongpleasure.com within 14 days of receiving your order
Include your order number and reason for return
Attach photos if the item is defective or damaged
We will respond within 24 hours with return authorisation and instructions

4. Return Shipping

Defective or wrong items: We provide a prepaid return label at no cost to you
Change of mind / cancellation: You are responsible for return shipping costs. We recommend using a tracked service as we cannot be responsible for items lost in transit
Items must be returned within 14 days of receiving return authorisation

5. Refund Timeline

We will inspect returned items within 2–3 business days of receipt
If approved, your refund will be processed within 14 days of us receiving the returned goods (as required by Consumer Contracts Regulations 2013)
Refunds are issued to the original payment method
You will receive an email confirmation when your refund has been processed
Allow 5–10 business days for the refund to appear in your account depending on your bank

6. Your Statutory Rights (Consumer Rights Act 2015)

Nothing in this policy affects your statutory rights. Under the Consumer Rights Act 2015, you have the right to:

A full refund if goods are faulty, not as described, or not fit for purpose — within 30 days of purchase
A repair or replacement if goods develop a fault within 6 months
A full or partial refund if goods cannot be repaired or replaced

7. Defective or Damaged Items

If you receive a defective or damaged item, contact us immediately at support@dingdongpleasure.com with photos of the defect. We will arrange a replacement or full refund at no cost to you, including return shipping.

8. Discretion

All returns are handled with complete discretion. Return labels will not indicate the nature of the products, and all communications are confidential. Refunds will appear as a discreet transaction on your statement.

9. Late or Missing Refunds

If you have not received your refund after the stated timeline, please check your bank account, then contact your card provider or bank. If you have done this and still have not received your refund, contact us at support@dingdongpleasure.com.