Política de reembolso

Last updated: [20/11/25]

At Perfect Embrace, we prioritise your privacy, safety, and satisfaction. Due to the intimate nature of many of our products, our returns policy follows strict hygiene and compliance standards. Please read this policy carefully before initiating a return.

1. Reporting Issues

  • Any discrepancies, missing items, or damaged products must be reported within 36 hours of delivery.

  • Claims made after this period may not be accepted.

2. Returning Faulty Items
UK Customers

If your item develops a fault within the first month of purchase:

  • You may return it using our Freepost address (UK only).

  • Please contact us to request the Freepost address before returning your item.

Important:
If an item returned via the Freepost address is found to not be faulty, a postage fee of £3.50 + VAT will be charged.

International Customers

  • For customers outside the UK, we do not cover return postage costs under any circumstances.

  • All return shipping costs must be paid by the customer.

Replacement of Faulty Items

  • For valid faulty returns received within the first month, replacements are sent free of charge.

  • All items must be thoroughly cleaned before returning.

  • Items returned in a dirty or unhygienic condition will not be inspected. and return postage costs will apply to send the item back to the customer.

3. Warranty Policy

Perfect Embrace offers a one-year warranty on all products.

  • Within 3 months of purchase: Refund or exchange available.

  • After 3 months: Exchange only.

  • Items found as not faulty and not meeting policy requirements will be held for 30 days.

    • If you do not respond too our customer service team within 30 days, the item will be destroyed with no refund issued.

4. Returns Form

All returns sent to our PO Box must include a completed Returns Form.

Download the returns form here

5. Non-Faulty Returns (General Hygiene Rules)

Due to hygiene regulations for adult products, the following conditions apply for items returned that are not faulty:

  1. Goods must be unused.

  2. Goods must be in their original condition and packaging.

  3. Items not heat-sealed inside their packaging are non-refundable and non-exchangeable.

  4. Items supplied in sealed packaging that has been opened are non-refundable and non-exchangeable.

  5. Returns must be received within 30 days of delivery.

  6. Lingerie and clothing items must be unworn and returned in original packaging.

  7. Discrepancies or damage must be reported within 36 hours of delivery.

If we suspect items have been used, tampered with, or do not meet the above requirements, we reserve the right to refuse the return and send the goods back to you.

6. Incorrect Items Received

If you receive an incorrect product:

  • Do not open or tamper with the packaging.

  • Notify us as soon as possible for instructions.

  • Items that have had their security seals broken cannot be returned or exchanged, as they are considered accepted.

7. Postage & Re-Dispatch Fees

In circumstances where items must be returned to you (e.g., non-faulty, used, unclean), postage fees will apply.

8. Refund Processing

  • Refunds are issued to the original payment method.

  • Processing may take 3–5 business days once your return is approved.

  • Banking or card provider delays may apply.

9. Discreet Handling

All returns are processed with full discretion. Packaging on both outbound and return shipments is plain with no adult-related wording.

10. Warranty Process Doxy Products
Manufacturer Warranty Process

Doxy has implemented a new manufacturer warranty process. All warranty registrations and claims are handled directly by Doxy and are separate from our store’s returns and refunds process.

Two-Year Warranty Registration

  • Customers may receive a two-year manufacturer’s warranty by registering their Doxy product within 30 days of purchase.

  • Products not registered within 30 days are covered by the standard one-year manufacturer’s warranty.

How to Register Your Product
Privacy Notice

Information submitted during registration is confidential and used only for warranty verification. Registering your product will not result in marketing communications from Doxy.

Warranty Claims & Fault Registration

If you experience a product fault or need to submit a warranty claim, you must contact Doxy directly.

  • Faults and warranty claims should be registered using the link below.

  • Please provide as much detail as possible to avoid delays.

Warranty claim form:
https://doxymassager.com/product-warranties/

Important Information

  • Warranty claims, repairs, and replacements are handled solely by Doxy under their manufacturer warranty terms.

  • Our store is unable to process manufacturer warranty claims on behalf of Doxy.

11. Contact Us

For return authorisation, faulty item queries, or to request the Freepost address:

Email: Info@perfectembrace.co.uk
Watts App: 07949582784

Business Hours

Monday – Friday: 9:00 AM – 5:00 PM
Saturday – Sunday: Closed