Refund policy

 

Returns at Perfect Embrace

We want you to shop with confidence and love every purchase from Perfect Embrace.

If something isn't quite right, we're here to help. Please take a moment to read our returns policy before requesting a return, as some products cannot be returned for hygiene and safety reasons.

Our 14-Day Returns Policy

If you wish to return an eligible item, you must contact us within 14 days of receiving your order.

To qualify for a return, items must be:

• Unused and unworn
• In their original condition
• Returned with all original tags attached
• In their original packaging
• Accompanied by proof of purchase

Returns that do not meet these conditions may be refused.

Please do not return any items without contacting us first, as return instructions may vary depending on the product.

Non-Returnable Items

To protect the health and safety of all our customers, we cannot accept returns on the following items unless they are faulty, damaged or supplied in error:

• Women's lingerie and underwear
• Men's underwear
• Swimwear where the hygiene seal has been removed or the item has been worn
• Pierced earrings
• Beauty and personal care products where packaging or hygiene seals have been opened
• Self-care products with broken seals or opened packaging
• Gift cards
• Personalised or made-to-order items (where applicable)

These restrictions help us maintain the highest hygiene and quality standards for every customer.

Sale Items

Sale or clearance items are final sale and cannot be returned unless they are faulty or not as described.

How to Request a Return

To request a return, please contact our customer support team within 14 days of receiving your order.

Please include:

• Your order number
• Your full name
• The item(s) you wish to return
• The reason for your return

Once your request has been reviewed, we'll provide you with the appropriate return instructions if your return is eligible.

Please do not send items back without receiving return authorisation.

Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is:

• Faulty
• Damaged during transit
• Incorrect
• Missing from your order

please contact us as soon as possible, ideally within 48 hours of delivery.

To help us resolve your enquiry quickly, please include:

• Your order number
• A brief description of the issue
• Clear photographs showing the fault or damage

We'll assess the issue promptly and arrange a replacement, repair or refund where appropriate.

Your statutory consumer rights are not affected.

Exchanges

We do not offer direct exchanges.

If you'd like a different size, colour or product, please request a return (where eligible) and place a new order once your return has been approved.

This is the quickest way to ensure you receive your preferred item without unnecessary delays.

Return Shipping Costs

Unless an item is faulty, damaged or supplied incorrectly, customers are responsible for the cost of returning eligible items.

Original delivery charges are non-refundable unless the return is due to our error.

We recommend using a tracked delivery service and keeping your proof of postage until your return has been fully processed.

Refunds

Once your returned item has been received and inspected, we'll notify you of the outcome.

If your return is approved, your refund will be issued to your original payment method.

Please allow up to 10 business days for your refund to appear, depending on your bank or payment provider.

If you haven't received your refund after this time, please contact us and we'll be happy to investigate.

Your Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law.

If an item is faulty, not as described or unfit for purpose, you may be entitled to a repair, replacement or refund in accordance with your legal rights.