Return Policy
Returns & Refunds Policy
Last updated: 15 September 2026
At Hapsy, we want you to feel confident when shopping for intimate products. Because many of the products we sell are personal and hygiene-sensitive, some additional return restrictions apply once protective seals or packaging have been opened.
If you would like to cancel an order, return a product or report a problem, please contact us before sending anything back so that we can provide the correct instructions and return address.
Please do not return products to the address shown on the original parcel. This may be a fulfilment or logistics address that is not authorised to accept returns.
Cancelling or Changing an Order
Orders may be sent to our fulfilment partners shortly after they are placed.
If you need to cancel or amend an order, please contact us as soon as possible at hapsy.support@gmail.com.
We will do our best to accommodate your request. However, once an order has entered processing or has been dispatched, we may be unable to cancel or change it.
If the order has already been dispatched, you may still have cancellation or return rights after receiving it, subject to the conditions below.
14-Day Right to Cancel
If you are a UK consumer purchasing online, you generally have the right to cancel your purchase within 14 days of receiving your goods, subject to certain legal exceptions.
To exercise this right, contact hapsy.support@gmail.com within 14 days of the date on which you, or a person nominated by you, receives the goods.
After notifying us of your cancellation, you must normally return the eligible goods within a further 14 days.
Important: Intimate and Hygiene-Sensitive Products
Many products sold by Hapsy are intimate products supplied in sealed or protective packaging for health protection and hygiene reasons.
Where the applicable legal hygiene exception applies, we cannot accept a change-of-mind return once the relevant hygiene seal or protective packaging has been broken or removed after delivery.
This may include certain:
- Sex toys and intimate devices;
- Products intended for intimate or internal use;
- Intimate accessories;
- Other sealed hygiene-sensitive products.
If you are unsure whether you want to keep an item, please do not break its hygiene seal, open sealed protective packaging or use the product until you have made your decision.
Opening an outer delivery box or discreet shipping packaging does not by itself prevent a return. The restriction relates to the relevant sealed product or hygiene packaging where the legal exception applies.
These hygiene restrictions do not affect your rights if a product is faulty, damaged, incorrect or not as described.
Change-of-Mind Returns
Where a product is eligible for a change-of-mind return, it should be:
- Unused;
- In a condition consistent with reasonable inspection;
- With any applicable hygiene seal intact;
- Returned with its original packaging where reasonably possible;
- Returned with the accessories, instructions and components supplied with it.
You may inspect eligible goods as reasonably necessary to establish their nature, characteristics and functioning.
However, we may reduce a refund where permitted by law to reflect loss in value caused by handling beyond what would reasonably be permitted when examining the product.
For hygiene-sensitive products, breaking an applicable hygiene seal may mean that the product is no longer eligible for a change-of-mind return.
How to Request a Return
Before returning anything, please email hapsy.support@gmail.com and provide:
- Your full name;
- Your order number;
- The product you wish to return;
- The reason for the return;
- Photographs or a short video where the product is damaged, faulty, incorrect or not as described.
Because products may be dispatched from different fulfilment locations, returns may need to be sent to different return facilities.
We will review your request and provide the appropriate return address and instructions.
Do not send a product back until you have received return instructions from us.
Products sent to an unauthorised address, including an address printed on the original shipping parcel, may not reach the appropriate returns facility and could delay processing.
Return Postage Costs
If you are returning an eligible product because you have changed your mind, you are normally responsible for the direct cost of returning it unless we agree otherwise.
Depending on the product and fulfilment location, the return address provided may be outside the United Kingdom.
We recommend using a tracked postal service and retaining proof of postage until your return has been completed.
If a product is faulty, damaged, incorrect or not as described, Hapsy will provide an appropriate remedy and, where applicable, cover reasonable return costs.
Please contact us before arranging return postage for a faulty or incorrect product so that we can provide the appropriate instructions.
Faulty, Damaged, Incorrect or Incomplete Products
The hygiene restrictions described above do not remove your statutory rights in relation to faulty, damaged, incorrect or misdescribed products.
Please inspect your order after delivery and contact us as soon as reasonably possible if:
- The product is damaged or faulty;
- The product does not function as reasonably expected;
- You received the wrong product, colour, size or quantity;
- Parts, accessories or components are missing;
- The product is materially different from its description.
Where possible, please contact us within 48 hours of discovering the issue and provide photographs or video showing the product and problem, together with photographs of the packaging and shipping label where relevant.
The 48-hour request helps us investigate problems quickly but does not limit your statutory consumer rights.
Depending on the circumstances and your applicable legal rights, an appropriate remedy may include:
- Replacement;
- Repair where appropriate;
- Replacement parts;
- Full or partial refund;
- Another solution agreed with you.
In some cases, we may not require a faulty product to be returned.
Please do not dispose of the product until we confirm whether it is required for our investigation.
Products That Cannot Normally Be Returned
Unless they are faulty, damaged, incorrect, not as described, or you otherwise have a legal right to a remedy, we cannot normally accept change-of-mind returns for:
- Sealed intimate or hygiene-sensitive products once the relevant seal has been broken after delivery;
- Products that have been used;
- Personalised or custom-made products;
- Products that have been damaged or altered after delivery;
- Products missing essential components or accessories due to the customer's handling;
- Perishable products;
- Gift cards or digital products where applicable.
These exclusions apply only to the extent permitted by applicable law.
Exchanges
We do not currently offer direct exchanges for change-of-mind purchases.
If you would like a different product, size, colour or variation, you may return the original product if it is eligible for return and place a new order separately.
If you received an incorrect, damaged or faulty product, please contact us before placing another order so that we can arrange the appropriate solution.
Refunds
Approved refunds will be issued to the original payment method.
For eligible cancellations under your statutory cancellation rights, the refund will include the price paid for the returned goods and, where applicable, the cost of the least expensive standard delivery option offered for the order.
Additional charges resulting from choosing an express, premium or upgraded delivery service are not refundable beyond the applicable standard delivery amount.
Where permitted by law, we may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.
We will process applicable refunds without undue delay and within the time limits required by law.
Once we issue the refund, your bank, card provider or payment service may require additional time to display the funds in your account.
Lost or Undelivered Orders
If tracking indicates that your order has been delivered but you have not received it, please check your property and nominated safe places, ask other members of your household and, where appropriate, check with immediate neighbours.
If you still cannot locate the parcel, contact hapsy.support@gmail.com.
We will investigate the delivery with the relevant carrier or fulfilment partner.
A tracking status showing “delivered” does not automatically remove Hapsy's responsibility where the goods have not actually been delivered to you or to a person or location authorised by you.
Further information is available in our Shipping Policy.
Refused and Unclaimed Deliveries
Please ensure that the delivery information entered at checkout is complete and accurate.
If an order is refused, not collected or cannot be delivered because incorrect or incomplete delivery information was provided, any applicable refund will normally be processed after the parcel has been returned to an authorised facility.
Where permitted by law, reasonable costs arising directly from the failed delivery or return may be deducted from the refund.
This does not apply where the delivery failure was caused by Hapsy, our fulfilment partner or the carrier.
Your Statutory Rights
Nothing in this Returns & Refunds Policy limits or excludes your statutory consumer rights.
Under applicable UK consumer law, goods must be of satisfactory quality, fit for purpose and as described.
Consumers may have a short-term right to reject faulty goods and may have further rights to repair, replacement, price reduction or refund depending on the circumstances.
The hygiene exception for opened sealed products applies to change-of-mind cancellation rights where the relevant legal requirements are met; it does not remove your rights regarding faulty or misdescribed goods.
Contact Us
To request a return, report a problem or ask a question about your order, please contact:
Hapsy
Email: hapsy.support@gmail.com
Please include your order number in all correspondence.