Refund policy

RETURNS AND REFUND POLICY

Last updated: 20 August 2026

At PrinsNova After Dark, we want you to shop with confidence. Due to the intimate nature of many of our products, certain health-protection and hygiene restrictions apply. These restrictions do not affect your statutory rights where goods are faulty, damaged, unsafe, incorrectly supplied or not as described.

PrinsNova After Dark is a trading name of PRINSLOO UNLIMITED ENTERPRISES LTD, a private limited company registered in England and Wales under company number 17406743.

CANCELLING OR CHANGING AN ORDER

If you wish to cancel or change an order, please contact us as soon as possible at:

Email: afterdark@prinsnova.uk

Please include your order number and details of the requested cancellation or change.

We will try to stop or amend the order before it is processed. However, because orders may be transmitted automatically to our suppliers and fulfilment partners, we cannot guarantee that an order can be cancelled or changed after processing or dispatch has begun.

If your order has already been dispatched, the returns provisions below will apply.

YOUR RIGHT TO CANCEL

For most products purchased online, you have the right to cancel your order without providing a reason.

You must notify us that you wish to cancel within 14 calendar days beginning on the day after you, or a person nominated by you, receives the goods.

If an order contains multiple products delivered separately, the cancellation period normally begins on the day after the final product is received.

After notifying us of your decision to cancel, you must return the eligible goods within a further 14 calendar days.

CHANGE-OF-MIND RETURNS

To request a change-of-mind return, email afterdark@prinsnova.uk before sending anything back.

Where reasonably possible, an eligible product should be returned:

• Unused, unworn and undamaged
• Complete with all accessories, instructions and components
• In its original product packaging
• With any hygiene, security or tamper-evident seals intact
• With proof of purchase

You may inspect a product in the same way that you reasonably could in a physical shop. If a product has been handled beyond what is necessary to establish its nature, characteristics and functionality, we may make a reasonable deduction from the refund to reflect any reduction in value, where permitted by law.

Not having the original outer delivery packaging does not automatically remove your statutory cancellation rights.

You must contact us before returning a product. Products may be supplied from different warehouses, so the correct return address can vary.

Do not return products to our registered office, to the manufacturer, to a supplier or to an address printed on the original parcel unless we have confirmed in writing that it is the correct return address.

For a change-of-mind return, you will normally be responsible for the direct cost of returning the product unless:

• We have agreed to pay the return cost
• We have supplied a prepaid return label
• The product is faulty, damaged, unsafe, incorrectly supplied or not as described

We recommend using a tracked postal or courier service and retaining proof of postage.

We do not charge a standard restocking fee for a valid consumer cancellation.

INTIMATE AND HYGIENE-SENSITIVE PRODUCTS

The statutory right to cancel may not apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons after they have become unsealed following delivery.

This may include sealed:

• Sex toys and intimate devices
• Products intended for internal or intimate use
• Lubricants, creams, cleaners and other personal-care products
• Lingerie, underwear and other hygiene-sensitive garments
• Products supplied with a hygiene or tamper-evident seal

This exception applies only where the product is genuinely unsuitable for return for health-protection or hygiene reasons and its hygiene seal or protective packaging has been opened, removed, damaged or broken after delivery.

Please inspect the external packaging and confirm that you have received the correct product before opening or breaking a hygiene seal.

Beauty, lingerie, underwear and personal-care products are not automatically excluded from change-of-mind returns merely because of their product category. Whether the exception applies will depend on the nature of the product, its packaging and whether an applicable hygiene seal has been broken.

The hygiene exception applies only to change-of-mind returns. It does not affect your statutory rights if a product is faulty, damaged, unsafe, incorrectly supplied, not fit for purpose or not as described.

FAULTY, DAMAGED, INCORRECT OR INCOMPLETE ORDERS

Please inspect your order promptly after delivery.

Contact us as soon as possible if your order:

• Arrives damaged
• Contains the wrong product
• Does not match its description
• Contains the wrong quantity
• Is missing components
• Is faulty or does not work as reasonably expected
• Appears unsafe

Where possible, please report visible delivery damage, incorrect products or shortages within 48 hours of receipt. Reporting within this period helps us investigate the issue with the supplier or courier, but it does not remove or reduce your statutory rights.

Please provide:

• Your full name
• Your order number
• A description of the problem
• Clear photographs of the product and packaging
• A photograph of the shipping label, where relevant
• A short video where reasonably necessary to demonstrate a fault

Please do not dispose of the product or its packaging while we investigate the issue unless keeping it would be unsafe.

Depending on the circumstances and your statutory rights, the appropriate remedy may include a repair, replacement, price reduction or refund.

You are not restricted to accepting a replacement where UK consumer law entitles you to another remedy.

Where goods are faulty, damaged, unsafe, incorrectly supplied or not as described, we will cover reasonable authorised return costs or arrange an appropriate return method.

HOW TO REQUEST A RETURN

To request a return:

1. Email afterdark@prinsnova.uk before sending the product.

2. Put the word RETURN and your order number in the email subject line.

3. Include your full name, the product you wish to return and the reason for the return.

4. Include any photographs or video reasonably requested for a damaged, faulty or incorrect product.

5. Wait for our written return authorisation, return address and instructions.

6. Package the approved product securely and include all applicable components and paperwork.

7. Send the product only to the return address provided by us.

Returns sent without prior contact, to an incorrect warehouse or without sufficient identifying information may be delayed.

We cannot guarantee that an unauthorised return sent to the wrong address can be located or processed.

RETURN CONDITION AND TESTING

Returned products may be inspected and, where appropriate, tested to confirm their condition or the reported fault.

We cannot accept a change-of-mind return of a sealed intimate or hygiene-sensitive product where the applicable hygiene seal has been broken and the product is unsuitable for return for health-protection or hygiene reasons.

Damage caused by misuse, accidental damage, neglect, improper storage, unauthorised modification, failure to follow instructions or ordinary wear and tear will not normally be treated as a product fault.

Nothing in this section limits your statutory rights.

REFUNDS

We will notify you after receiving and inspecting an approved return.

Where you exercise your statutory right to cancel, we will issue the refund without undue delay and no later than 14 calendar days after:

• The day we receive the returned goods; or
• The day you provide satisfactory evidence that the goods have been sent back

The earlier applicable date will be used.

We may withhold a change-of-mind refund until we have received the goods or you provide satisfactory evidence that they have been returned.

The refund will be made using the original payment method unless expressly agreed otherwise. You will not be charged a fee for receiving the refund.

For an eligible cancellation, the refund will include:

• The price paid for the eligible returned product; and
• The cost of our least-expensive standard delivery option, where you paid a delivery charge

Additional amounts paid for express, premium or enhanced delivery will not be refunded beyond the cost of the least-expensive standard delivery option.

Where permitted by law, we may reduce the refund to reflect a loss in value caused by handling beyond what was reasonably necessary to establish the product’s nature, characteristics and functionality.

Your bank, card provider or payment service may require additional time to display a processed refund in your account.

If an approved refund is not showing after 15 business days, please contact afterdark@prinsnova.uk and quote your order number.

MISSING DELIVERIES

If tracking shows that your order has been delivered but you cannot locate it, please:

• Check with other members of your household
• Check around the property and any nominated safe place
• Check with immediate neighbours
• Review any delivery photograph or courier notification

If the parcel remains missing, contact us promptly at afterdark@prinsnova.uk and include your order number.

We will investigate the delivery with the courier, supplier or fulfilment partner. Your statutory rights remain unaffected.

SALE PRODUCTS, PROMOTIONS AND GIFT CARDS

Eligible sale, promotional and discounted products have the same statutory cancellation and consumer rights as full-price products.

A discount or promotional price does not remove your rights where a product is faulty, damaged, unsafe, incorrect or not as described.

Gift cards cannot normally be exchanged for cash. However, any statutory cancellation rights that apply to an online gift-card purchase will be honoured.

EXCHANGES

We do not currently offer direct change-of-mind exchanges.

The quickest way to obtain a different eligible product is to return the original product in accordance with this policy and place a separate order.

This does not affect your right to request an appropriate repair or replacement where a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

YOUR STATUTORY RIGHTS

Goods must be as described, of satisfactory quality and fit for their intended purpose.

Nothing in this policy excludes, restricts or replaces any rights or remedies available under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

CONTACT US

For cancellations, returns, damaged products or refund enquiries, please contact:

PrinsNova After Dark
A trading name of PRINSLOO UNLIMITED ENTERPRISES LTD

Company number: 17406743
Registered in: England and Wales
Email: afterdark@prinsnova.uk
Telephone: +44 7555 963062
Registered office: 124 City Road, London, EC1V 2NX

The registered office is not a retail shop, customer collection point or returns address. Please contact us and obtain written return instructions before sending any product.