Returns Policy

IN SHORT

You have 14 days to change your mind — provided the hygiene seal is unbroken and the product is unused. For hygiene reasons, once an intimate product has been unsealed or used it cannot be returned unless it is faulty.

1. YOUR RIGHT TO CANCEL

Under the Consumer Contracts Regulations 2013 you may cancel an online order within 14 days of receiving it, and you then have a further 14 days to send the goods back. Tell us in writing at info@ridecanter.com with your order number before returning anything.

2. HYGIENE EXEMPTION

Canter is an intimate product supplied sealed for health and hygiene reasons. Where that seal has been broken after delivery, the right to cancel no longer applies. This is a standard exemption in the Regulations and does not affect your rights if the product is faulty, damaged, or not as described.

3. CONDITION OF RETURNS

Unopened returns must come back complete, unused, with the hygiene seal intact and in the original packaging, in a condition that allows resale. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature and function of the goods.

4. HOW TO RETURN

Email us with your order number and reason for return. We will confirm the return address and instructions. Please repack the product in its original carton and use a tracked, insured service — returns remain your responsibility until they reach us.

5. RETURN POSTAGE

You pay return postage on change-of-mind returns. Because of the size and weight of the product this is typically £25–£45 by tracked courier. We cover the cost of collection and return where the item is faulty, damaged in transit, or sent in error.

6. FAULTY OR DAMAGED GOODS

Report transit damage within 48 hours of delivery with photographs. If a fault appears within 30 days you may choose a full refund, repair, or replacement. Between 30 days and 12 months we will repair or replace; where that is not possible we will refund. Spare fixings and minor parts are sent free of charge within the warranty period.

7. REFUNDS

Approved refunds are issued to the original payment method within 14 days of us receiving the goods, or of you providing proof of return. Refunds appear on your statement under a neutral descriptor.

8. MARKETPLACE ORDERS

If you bought through eBay, returns are handled under that marketplace's returns process and timescales. Start the return in your marketplace account, then contact us if you need anything further.

9. CONTACT

Returns and after-sales: info@ridecanter.com. This policy sits alongside our Terms & Conditions and does not affect your statutory rights.