1.1 We understand that from time to time you may wish to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances. Please note there are different returns procedures for Health products and Adult only and Vape products, the procedures have been set out in sections 6 and 7 below.
1.3 This policy shall apply to all of our customers, within the European Union.
1.4 This policy shall apply to all orders submitted through our website.
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) we are notified and product is returned within 14 days following the delivery of the products.
(b) the returned product is unused, in its original unopened packaging with any seal or shrink-wrap intact, with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
(c) Any free gifts or items must be returned if an order is cancelled.
(d) you comply with the procedure set out in this policy in relation to the return of the product; and
(e) none of the exclusions set out in this policy apply.
- Returns procedure
3.1 In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.
3.2 Products returned under this policy must be sent by Royal Mail Signed For delivery to Shopbag Sales Wizard Ltd, Suite 102, Access House, 1 Nestles Avenue, Hayes, Middlesex UB3 4UZ.
3.3 You will be responsible for paying postage costs associated with returns under this policy.
4.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
4.2 We will refund the original delivery charges relating to the returned product.
4.3 We will not refund any costs you incur in returning the product to us.
4.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
4.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.
- Improper returns
5.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) if the product returned is not in a fully resalable condition or if the packaging is damaged, we may refuse to refund the item or deduct up to 20% of the original selling price;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
- Health Products
6.1 If you are not completely satisfied with the quality of our products or if you find that your order contains a wrong item, simply contact us or return your item within 45 days of delivery and we will either exchange or refund your money.
6.2 We will provide a Returns Authorisation Number (RMA) and returns address. Please quote your RMA in the return package
- Adult Only – Toys, Fetish, clothing etc. Vape
7.1 Due to the obvious health and hygiene implications with adult goods. For the goods to be returned if they are not broken the following terms have to be met.
- The goods must be unused.
- The goods must be returned in original condition & packaging.
- Goods that are not heat sealed in the box are non-refundable and non-exchangeable.
- Items supplied in sealed packaging that have been opened are non-refundable and non-exchangeable.
- The goods must be received back within 14 days from the day you received the order.
- Lingerie and items of clothing are non-refundable and non-exchangeable.
- Any discrepancies or damaged items need to be reported within 36 hours of being delivered.
If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to return the goods.
Please download the returns form here.
- Our details
8.1 Our legal name is Shopbag Sales Wizard Ltd.
8.2 You can contact us:
(a) using our website contact form
(b) by email, using the email address published on our website.