Returns & Refunds Policy

At Saints and Sinners, we want you to be completely happy with your purchase. We offer a simple and fair returns policy in addition to your statutory rights.

1. How to Make a Return

Contact Us First: Email info@saintsandsinners.com to request a return. Please do not send items back without authorisation.
Package Securely: Ensure the item and its original packaging, including all parts and manuals, are securely packed.
Send To: We will provide the return address in our email reply.
Arrange Return Postage: You are responsible for returning the item to us, including the cost of postage. The goods remain your responsibility until they are received and inspected by us, so please ensure they are packaged securely. We cannot issue a refund or exchange for any items that are lost or damaged in transit on their way back to us. For your own protection, we strongly recommend using a tracked service that includes adequate insurance to cover the value of the items. For UK customers, a service like Royal Mail Tracked 48 often provides tracking and compensation cover up to £150. Obtaining and keeping your proof of postage is essential, as you will need this to make a claim with your chosen delivery company if the parcel does not arrive with us.

2. Faulty Items & Product Guarantees

We are committed to providing high-quality products, but occasionally a fault may occur.

Within 30 Days of Receipt: In the unlikely event that your item is faulty, we want to make it right as quickly as possible. Within 30 days of you receiving your order, we can offer you a replacement for a new, working item, which we are happy to arrange for you. You also have the statutory right to a full refund during this period if that is your preference.
After 30 Days (Extended Warranties): Many of our electronic products come with an extended manufacturer’s warranty, which is often for 1 year. Please check the product manuals or individual product description page for specific warranty information, as the warranty period varies by product and manufacturer.

If a fault develops after 30 days but within the product’s specific warranty period, please contact us. We will guide you through the warranty process, which will typically involve a repair or replacement. In all cases of genuine product faults, we will cover any reasonable return postage costs.

Warranty Exclusions Please be aware that our guarantee for faulty goods does not cover issues caused by customer actions. This includes, but is not limited to:

Accidental damage
Customer neglect or misuse (e.g., water damage to a non-waterproof toy)
Normal wear and tear
Failure to follow the usage, charging, or cleaning instructions provided.

3. Cancellations

If you change your mind about a purchase, you can return it to us for a full refund or exchange within 30 days of receiving your order.

How to Initiate a Return: Please email us first at info@saintsandsinners.com with your order number, name, and delivery postcode. We will provide you with full instructions on how to return your item(s).
Condition of Returned Items: To be eligible for a refund, items must be returned in their original, saleable condition. This means they must be unopened, unused, and with all packaging and hygiene seals intact.
Refunds: We will issue a full refund for the price you paid for the product(s) plus the cost of our standard outbound delivery service. Please note, we do not refund the supplementary cost of enhanced delivery (e.g., next-day or tracked delivery). We will process your refund within 14 days of receiving the returned goods.

4. Exceptions to Returns (Media and Health & Hygiene Exceptions)

Your right to a ‘change of mind’ refund does not apply to all items. Due to the intimate nature of our products and for strict health and hygiene reasons, we cannot accept returns on certain goods.

Once these items have been dispatched, they are considered non-returnable unless they are faulty. This is because we cannot verify that the items are unused and therefore cannot restock them. This policy is in place to protect the health and safety of all our customers.

This applies to, but is not limited to:

All sex toys and intimate devices (Unless the product comes with a hygiene seal and it is still intact)

Bondage gear

Condoms, lubricants, and massage oils

Lingerie and eyelashes

Additionally, DVDs, books, and magazines cannot be returned unless they are faulty.

This policy does not affect your statutory rights. If an item is faulty, you are still entitled to a full refund or replacement as outlined in Section 2.

5. Important Information

Incorrect Delivery Address: Please ensure the delivery address you provide at checkout is complete and accurate, as it is the customer’s responsibility to do so. We cannot be held liable for any loss resulting from an incorrect address being provided. If a courier successfully delivers your order to the specific address you have supplied, we are unable to offer a refund or a replacement. If the order is returned to us by the courier due to a failed delivery, we can arrange for it to be re-sent at the customer’s expense.
Parcel Forwarding Services: Our responsibility for your order ends once it has been safely delivered to the address provided at checkout, including any parcel forwarding companies. We cannot be held liable for any loss, defect, or damage that may occur after the order has been delivered to the forwarding agent. Any order addressed to a parcel forwarding company is placed at the customer’s own risk, and we will be unable to offer a refund or replacement for items that are lost or damaged during the onward transit.
International Orders, Customs, and Duties: For orders shipped outside the UK, the customer is solely responsible for any and all import duties, taxes, and customs fees levied by their country. These charges are not included in the product price or our shipping cost. If a parcel is returned to us because the customer has failed to pay these charges or has refused to accept the delivery, we will refund the cost of the products minus the original shipping cost and any additional return shipping fees or charges incurred by us.
Returns and Our Free Shipping Offer: If returning an item brings your original order total below our free shipping threshold, the standard outbound delivery fee will be deducted from your refund amount.

6. Inspection & Rejected Returns

All returned products are thoroughly inspected upon receipt to ensure they meet the conditions of this policy. We reserve the right to reject a return and refuse a refund or exchange if the returned items do not meet our stated conditions.

Items Returned as Faulty: If an item is returned as faulty, it will be tested by our team. If no fault is found, or if the fault is deemed to be the result of customer misuse, damage, or neglect, the return will be rejected. In such cases, the customer will not be eligible for a refund or reimbursement of their return postage costs.
Returns of Eligible ‘Change of Mind’ Items: As per our policy, any eligible item returned for a ‘change of mind’ refund must be in a new, unopened, and unused condition. If we receive a return for an eligible item that has been opened, used, or is otherwise in a non-saleable condition, the return will be rejected. Please note that items listed as non-returnable in Section 4 are not eligible for ‘change of mind’ returns under any circumstances.
Our Process for Rejected Returns: In the event that your return is rejected, we will contact you via email to explain the reason. We will offer to send the item back to you, provided that you cover the cost of the return postage. If this postage cost is not paid within 28 days of our email, we reserve the right to dispose of the goods.

This policy is offered in addition to your statutory rights, which are not affected.