Thank you for shopping with Freeway Leisure! We want to ensure that you are completely satisfied with your purchase. Due to the intimate nature of our products, we have specific guidelines regarding returns and refunds. Please review our policy below:
1. Final Sale Policy
Due to hygiene and safety regulations, all sales are final for adult products. Once the package has been opened or the product has been used, we are unable to accept returns or issue refunds. We highly recommend carefully reviewing your order before completing your purchase.
Note: We cannot accept returns on opened or used items due to hygiene and health regulations.
2. Clothing & Lingerie
We understand that sizing can be tricky when it comes to clothing and lingerie. If the item is unused, in its original packaging, and in resalable condition, we will accept returns or exchanges within 48 hours of delivery. Please note that all tags must still be attached, and the item should be unworn.
3. Defective or Damaged Items
If you receive a defective or damaged item, please contact us within 48 hours of receiving your order. We will gladly offer a replacement or refund for the damaged product. To initiate this process, please contact us via our website with photos of the damaged item and packaging.
4. Order Errors
If we made an error in your order (such as sending the wrong item), please contact us within 48 hours of receipt. We will resolve the issue at no additional cost to you, either through a replacement or a full refund.
5. Non-Returnable Items
For health and safety reasons, the following items are non-returnable and non-refundable, unless unopened:
- Adult toys
- Lubricants
- Intimate care products
- Any other personal hygiene items
6. Returning a product
*Sealed Products*: If an adult toy or similar product is sealed and remains unopened, inline with UK consumer law, you are entitled to return the product within 14 days of receipt for a full refund. You must inform us of your intention at your earliest opportunity prior to returning the product.
Consumer information- please be aware before purchase: *Opened and Used Products* For adult products that have been opened or used you are not eligible for a return or a refund, this for hygiene regulation reasons as adult toys and such like are classified as personal hygiene products.
*Exceptions* If a product is faulty or does not match the description provided or you have any concerns, before opening or removing from the packaging, please contact us so that we can assist you with your enquiry.
We will always try to work with you should you have any concerns regards your purchased product.
7. Return Shipping Costs
Customers are responsible for any return shipping costs, except in the case of defective or incorrectly shipped items.
8. How to Request a Return or Refund
If your item qualifies for a return or refund, please contact our customer service team via our website. Provide your order number, a description of the issue, and photos if applicable. We will guide you through the return process.
Once we receive and inspect the returned item, you will be notified of the approval or rejection of your refund. Approved refunds will be processed, and a credit will automatically be applied to your original payment method within 7-10 business days.
Please note: Any shipping charges incurred during the original order are non-refundable.
Contact Us
If you have any questions regarding our Return & Refund Policy, please contact us at:
Freeway Leisure Limited
Email: contact@freewayleisure.com
