Customer Care

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 batteries is not permitted.
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.

Promotions & Voucher Codes

All Voucher Codes & Promotions are subject to change without notice and therefore, are not guaranteed. Any codes confirmed by the on-line process are subject to our terms and conditions and can be withdrawn without prior notice.  If a Voucer Code has not been entered at the point of original order, we are unable to offer the promotional item afterwards (there are no exceptions to this rule).  

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 14 days for a replacement or refund. All product(s)/goods should be returned with all parts and manuals, if applicable.    

We do not offer any warranty or product guarantee on any free gifts/free offers, which are also not replaceable.

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 or with a Postal Receipt, 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. Please note - We always recommend the use of high-powered batteries in sex toys (vibrators etc), i.e. Duracell.  If non-high powered batteries are use, i.e.  standard or rechargeable batteries, we are unable to guarantee that they will work in the supplied toys.   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 for the return of a validated faulty item is based upon the current 'Standard Service' - 2nd Class Royal Mail rates only and is subject to a maximum refund of £4.00, regadless of size and weight.

Goods returned for exchange. If any product(s) are returned for exchange, within the above terms, a re-delivery charge of £3.95 applies (£10 for all overseas orders), 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.

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.

This site/link is operated by BTH Holdings LTD, a retailer of Empire Labs products.

BTH Holdings LTD has no association with Empire Labs, the manufacturer of the Clone-a-Willy range of products.

BTH Holdings LTD is neither affiliated or endorsed by Empire Labs.

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