Refund policy

Faulty Goods

Faulty goods, whether purchased from our physical premises or from our website can be returned for a refund or exchange as long as the item is returned to us within 28 days of the original purchase date and a receipt is provided. If the goods were purchased online, we will cover the postage cost for faulty goods to be returned to us once we agree to the fault.

We are quite experienced in differentiating between damage due to manufacture faults and damage due to chewing or wear and tear. In the event we are not able to determine whether an item is faulty, we will return the item to the supplier for testing. If they deem the item faulty, we will replace the item and cover all reasonable return and replacement shipping costs. If they do not consider the item to be faulty, we will return the item back to the consumer at the consumer’s expense.

Non-faulty goods

Goods in working order, which have been purchased from our physical premises, cannot be returned for a refund. Instead, we can offer you an exchange or store credit (to be used within 6 months). The goods must be returned within 28 days of the purchase date and a receipt must be provided.

Goods in working order, which have been purchased from our website, can be returned for a full refund. However, as a small shop we struggle to absorb transaction fees, so if you are happy for an exchange or store credit instead, please let us know. Please note that return postage must be covered by the consumer. The goods must be returned within 28 days of the purchase date and a receipt must be provided.

For non-faulty goods to qualify for a return, all original labels must be attached on the item and the items must be returned clean and in their original as-new condition (some items do not have labels in which case we will recognise their original condition). Worn, marked or dirty items will be refused a return.

Returns procedure

If you wish to return an item purchased from our shop, please bring the item into the shop or if you wish to post the item back to us, please email us at (info@eatplaylove.shop) or call (07939 323625) before posting the item. Items sent back to us without first requesting a return will not be accepted.

Items must be returned in suitable, protective packaging. Items returned via post should be addressed to:

 

Eat Play Love
122 West Street
Bristol
BS3 3LT

 

Please include your order/receipt number and a note clearly explaining the reason for return.

We strongly recommend that you send items back to us using a tracked courier service as we are not responsible for items lost or damaged by courier services.

Non returnable items

For safety reasons, all medicinal/holistic products and edible items are non-returnable.

We also cannot accept returns on sale items or gift cards.

Stock levels

Stock levels are subject to change at any time. In the event of an item being out of stock you will receive a full refund and be notified via email.

Services

In-person fittings can be rescheduled or cancelled up until two hours before your appointment. For cancelled appointments, please note that only store credit will be given. 

If you book a virtual fitting and wish to cancel, only store credit will be given.