Returns & Refunds
Last updated: 6 July 2026
We want you to be happy with your order. This policy explains when items can be returned, and works alongside your legal rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Intimate products — hygiene exemption
For health and hygiene reasons, sexual-wellbeing products that are sealed cannot be returned once the seal is broken, in line with regulation 28(3) of the Consumer Contracts Regulations. If the seal is intact and the item is unused, you may return it under the standard cancellation period below.
14-day cancellation
You may cancel an order within 14 days of receiving it and return unopened, sealed items for a refund. Tell us within that period at info@optimisedlove.co.uk, then return the item within 14 days of notifying us. Return postage is your responsibility unless the item is faulty.
Faulty or incorrect items
If an item arrives faulty, damaged or not as described, contact us within 30 days and we'll arrange a replacement or full refund, including any return postage. Please keep the item and packaging and send us a photo where possible.
Refunds
Approved refunds are made to your original payment method (via our bank-to-bank provider) within 14 days of us receiving the return or agreeing the refund. Refunds cover the item price and, where applicable, standard delivery.
Discretion
All returns correspondence is handled discreetly. Please do not include the product type on the outside of any return parcel.