Returns & Refunds

We want you to be comfortable with what you have bought. Because of what we sell, this policy has to be stricter than a clothing shop's, and we would rather be clear about that up front than at the point you want to send something back.

The short version

Unopened and still sealed? You can return it within 14 days.
Opened or used? We cannot accept it back, for hygiene reasons.
Faulty? You are covered for 12 months, and that is on us.
Returns are posted back to us by you. We do not operate a collection service.

Why opened items cannot be returned

Everything we sell is an intimate or body-contact product. Once the sealed packaging has been opened, an item cannot be verified as unused, cannot be safely resold, and cannot be restocked — so it has to be destroyed.

For that reason, we cannot accept the return of any item whose seal has been broken, whether or not the product has actually been used. This is standard across the intimate-wellness industry and reflects the hygiene exemption that applies to sealed goods of this kind.

This does not affect your rights where an item is faulty, damaged in transit, or not what you ordered. Those are covered below and are always our responsibility.

Items we cannot take back

Any product where the hygiene seal or sealed packaging has been opened
Lingerie, underwear and bodywear where the hygiene strip has been removed
Lubricants, cleansers and other consumables once opened
Items returned without their original packaging, manuals or accessories
Items returned more than 14 days after delivery
Gift cards

Returning a sealed, unopened item

You have 14 days from the date your order is delivered to start a return on an item that is still sealed, unused and in its original packaging.

Email contact@vesperstore.online with your order number and the item you would like to return. Please do this before sending anything back.
We reply within one business day with a return reference and the return address.
You arrange and pay for the return postage and send the item to that address. We recommend a tracked service — until the parcel reaches us it remains your responsibility, and we cannot refund an item that does not arrive.
Once it reaches us we inspect it, normally within 2 business days.
If the seal is intact, we refund you.

Please note that we do not offer parcel collection or pickup. There is no courier we can send to your address, and we are not able to email you a prepaid return label for a change-of-mind return. The item needs to be posted back to us by you, at your own cost.

Return postage is only refundable where the item was faulty, damaged or incorrectly supplied.

Refunds

Approved refunds are issued to your original payment method, for the price of the item.

Allow 5–10 business days from our confirmation email for the money to appear — that is your bank's processing time, not ours. Original shipping charges are not refunded unless the return is our fault.

If more than 10 business days have passed since we confirmed your refund and nothing has arrived, contact us and we will chase it with the payment processor.

Faulty items and your 12-month warranty

Every device we sell carries a 12-month warranty against manufacturing faults, running from the date of delivery.

If something stops working as it should within that period — it will not hold a charge, a motor fails, a control stops responding — email contact@vesperstore.online with your order number and a short description. A photograph or short video helps us resolve it faster.

Where a fault is confirmed we will replace the item or refund it, whichever you prefer, and we cover the cost of return postage. You are never out of pocket for a genuine fault.

The warranty does not cover accidental damage, wear from normal use, damage caused by using the wrong lubricant (silicone lubricant degrades silicone), water damage to an item not rated for immersion, or damage from unauthorised repair.

Damaged on arrival, or the wrong item

If your order arrives damaged, or we sent the wrong thing, tell us within 14 days of delivery and we will put it right at our expense — replacement or full refund, your choice. Photographs of the item and the outer packaging let us deal with it in a single email.

Cancelling an order

If your order has not yet been dispatched we can cancel it and refund you in full. Email us as quickly as you can. Once a parcel has been handed to the carrier it cannot be stopped, and the return terms above apply instead.