Refund policy
Last updated: July 2026
At Big Sister’s Bedroom, we want you to shop with confidence. If something isn’t right with your order, we’re here to help.
Returns
We offer a 30-day returns period, meaning you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
- be unused and unopened
- be in its original condition and original packaging
- have all hygiene seals, security seals and protective packaging intact
- include proof of purchase, such as your order confirmation
To request a return, please email: hello@bigsistersbedroom.co.uk with your order number and details of the item you wish to return.
If your return is approved, we’ll provide you with the correct returns address and full return instructions.
Please do not send items to our correspondence PO Box or return anything without contacting us first. Returns sent without prior approval or to the wrong address may be delayed or may not be processed.
Customers are responsible for the cost of returning unwanted items unless the item is faulty, damaged, incorrect or not as described.
Hygiene seals and non-returnable items
For health, hygiene and safety reasons, we cannot accept unwanted-item returns for:
- vibrators, sex toys or intimate products where the hygiene seal has been broken, removed or damaged
- opened lubricants or toy cleaners
- opened condoms or other sealed intimate products
- gift cards
Please inspect your item and its packaging before breaking the hygiene seal.
Once a hygiene seal has been broken, removed or damaged after delivery, the product cannot be returned because you have changed your mind.
This does not affect your rights where an item is faulty, damaged, unsafe, incorrect, misdescribed or otherwise not of satisfactory quality.
Sale and clearance items may still be returned where they meet the eligibility requirements above. Your statutory rights also continue to apply to discounted items.
Faulty, damaged or incorrect items
Please inspect your order as soon as reasonably possible after it arrives.
If your item arrives damaged, appears faulty or you receive the wrong product, please email: hello@bigsistersbedroom.co.uk and include:
- your order number
- a description of the issue
- photographs or video where possible
Reporting visible damage within 48 hours helps us investigate the issue quickly, but this does not limit your statutory rights.
Where an item is faulty, damaged, incorrect or not as described, we’ll cover reasonable return costs and offer an appropriate solution. This may include a replacement, refund or another suitable remedy depending on the circumstances.
Exchanges
We do not offer direct exchanges.
If you would like a different product, please request a return (if eligible) and place a new order once your return has been approved.
Refunds and return address
Once we’ve received and inspected your returned item, we’ll let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow up to 10 business days for the refund to appear, depending on your bank or card provider.
Please contact us before returning an item. Once your return has been approved, we’ll provide the correct parcel returns address and instructions.
Do not send returns to our correspondence PO Box, as it cannot accept standard parcel or courier returns.
Your statutory rights
Nothing in this policy affects your statutory rights under UK consumer law, including your rights if goods are faulty, not as described or otherwise not of satisfactory quality.