Refund policy
Last updated: 21 September 2026
At House of Lucifer, we want you to feel confident when shopping with us. Please read this policy before requesting a return.
30-Day Returns Policy
You may request a return within 30 days of receiving your order.
To qualify for our voluntary 30-day returns policy, the item must be unused, unworn, unopened and in its original condition and packaging, with all hygiene seals, labels and tags intact. You will also need to provide your order number or other proof of purchase.
Your statutory consumer rights are not affected by this policy.
How to Request a Return
Before sending anything back, contact us at:
Please include:
Your full name
Order number
The product you wish to return
The reason for the return
Photographs if the product is damaged, faulty or incorrect
If your return is accepted, we will provide return instructions and the correct return address. Our products may be dispatched from different authorised UK suppliers or fulfilment locations, so please do not return an item to the sender’s address or send anything back without contacting us first.
Unauthorised returns may be delayed or refused.
UK Right to Cancel
For most products purchased online, UK customers have the right to cancel their order within 14 days of receiving it without giving a reason.
After notifying us that you wish to cancel, you must return the eligible goods within a further 14 days.
You may inspect an item as you would in a physical shop. However, we may reduce the refund if the item has been handled more than necessary and its value has been reduced.
The right to cancel does not apply to sealed products that are unsuitable for return for health or hygiene reasons once the seal has been broken.
Intimate and Hygiene-Sensitive Products
For health, safety and hygiene reasons, sex toys, intimate products, underwear, lingerie bottoms, hosiery and similar hygiene-sensitive products can only be returned for a change-of-mind refund if they are:
Unused and unworn
Unopened
In their original packaging
With all hygiene seals intact
Once a hygiene seal has been removed or broken, the product cannot be returned for a change-of-mind refund.
This restriction does not affect your rights if the product is faulty, damaged, not as described or incorrect.
When trying on eligible lingerie, please wear your own underwear underneath and keep all tags and hygiene seals attached.
Damaged, Faulty or Incorrect Products
Please inspect your order as soon as it arrives.
If your item is damaged, faulty, not as described or you received the wrong product, contact us as soon as possible at contact@houseoflucifer.co.uk.
Please provide your order number and clear photographs or video showing the issue. We will assess the problem and arrange an appropriate remedy, which may include a replacement, repair or refun