Terms of service
Terms of Service
Last updated: 20 September 2026
Welcome to The Red Shack Ltd.
These Terms of Service apply when you visit, browse or purchase from The Red Shack Ltd through our website.
In these Terms, “we”, “us”, “our” and “The Red Shack Ltd” refer to The Red Shack Ltd. Our website, products, content, features and services are referred to collectively as the “Services”.
The Services are powered by Shopify, which provides the technology that enables us to operate our online store.
Please read these Terms carefully before using our website or placing an order. By accessing or using our Services, you agree to these Terms. If you do not agree with them, please do not use our Services.
These Terms should be read together with our Privacy Policy, Shipping Policy and Returns & Refunds Policy.
1. Age requirement
Our Services and products are intended strictly for individuals aged 18 or over.
By accessing our website or placing an order, you confirm that you are at least 18 years old.
We reserve the right to refuse or cancel an order where we reasonably believe that the customer is under 18 or where age requirements cannot be satisfied.
2. Website access and accounts
You may be able to browse our website without creating an account.
Where an account is created, you are responsible for providing accurate, current and complete information and for keeping your account information secure.
You are responsible for activity carried out through your account.
Accounts may not be transferred, sold or assigned to another person.
3. Adult wellness products
Our products are intended for personal adult use only.
Customers are responsible for using products in accordance with the manufacturer's instructions and applicable safety guidance.
For hygiene and health protection reasons, certain intimate products may not be eligible for return once their protective seal has been opened. Further information is provided in our Returns & Refunds Policy.
All orders are shipped in discreet packaging to protect your privacy.
4. Product information
We make reasonable efforts to ensure that product descriptions, specifications, images and other information on our website are accurate and up to date.
Product colours and appearance may vary depending on your device, screen settings and lighting.
Manufacturers may occasionally change product specifications, packaging or appearance. Where appropriate, we may update product information to reflect such changes.
We reserve the right to change product availability, discontinue products or limit quantities where reasonably necessary.
Nothing in these Terms affects your statutory rights if a product is faulty, misdescribed, not of satisfactory quality or not fit for purpose.
5. Orders
When you place an order, you are making an offer to purchase the products selected at the price shown at checkout.
An order confirmation confirms that we have received your order. It does not necessarily mean that the order has been accepted.
A contract for the purchase of goods will generally be formed when we accept your order and confirm that the products have been dispatched, unless otherwise stated.
We may refuse or cancel an order where there is a genuine reason to do so, including:
• a product being unavailable
• a clear pricing or product description error
• suspected fraudulent or unauthorised activity
• payment not being successfully authorised
• circumstances where we are unable to fulfil the order
If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled order.
Nothing in this section affects your statutory rights.
Purchases through our website are intended for personal use and not for commercial resale.
6. Prices and payment
All prices displayed on our website are in pounds sterling unless otherwise stated.
Prices, promotions and discounts may change from time to time. Any price change will not affect an order that we have already accepted, except where required to correct an obvious error.
Delivery charges are shown separately at checkout where applicable.
You are responsible for providing accurate and complete payment information.
Payment must be successfully authorised before an order can be processed.
7. Shipping and delivery
We currently deliver to addresses within the United Kingdom only.
Our current delivery options, charges and estimated delivery times are set out in our Shipping Policy.
Orders placed before 10am Monday to Friday are normally dispatched on the same working day, excluding UK public holidays. Orders placed after 10am, at weekends or on UK public holidays will normally be dispatched on the next working day.
Delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control.
All orders are shipped in discreet packaging.
Customers are responsible for providing an accurate and complete delivery address.
We are not responsible for delays or failed deliveries caused by incorrect or incomplete delivery information supplied by the customer.
Orders may occasionally be split into multiple shipments.
Nothing in these Terms limits your legal rights in relation to delivery or the risk of loss or damage to goods.
8. Returns, refunds and cancellations
Our Returns & Refunds Policy explains your cancellation, return and refund rights.
Where you have a statutory right to cancel an online order, you may generally cancel within 14 days of receiving the goods, subject to applicable legal exceptions.
Certain sealed goods that are unsuitable for return for health protection or hygiene reasons may not be returnable once their protective seal has been opened.
Your statutory rights relating to faulty, damaged, misdescribed or incorrectly supplied goods are not affected.
For full information, please see our Returns & Refunds Policy.
9. Chargebacks and payment disputes
We are committed to resolving order issues fairly and efficiently.
If you experience a problem with an order, we encourage you to contact us at hello@theredshack.com so that we can investigate and, where appropriate, provide a remedy.
You remain entitled to contact your bank or payment provider where appropriate.
We will cooperate with legitimate payment disputes and provide relevant information where required.
10. Intellectual property
All content on our website, including our branding, logos, text, graphics, photographs, videos, designs and other materials, is owned by or licensed to The Red Shack Ltd unless otherwise stated.
You may access and use our website for personal and non-commercial purposes.
You must not reproduce, distribute, modify, copy, republish or commercially exploit our content without our prior written permission, except where permitted by law.
11. Third-party links and services
Our website may contain links to third-party websites, services or platforms.
We do not control third-party websites and are not responsible for their content, availability, policies or practices.
Your use of third-party services may be subject to their own terms and privacy policies.
12. Shopify
Our online store is hosted and powered by Shopify.
Shopify provides the technology and infrastructure used to operate our online store. Purchases made through our website are contracts between you and The Red Shack Ltd.
Shopify is not the seller of the products purchased from The Red Shack Ltd.
13. Privacy
Your personal information is handled in accordance with our Privacy Policy.
Our Privacy Policy explains how we collect, use, store and protect personal information and how we comply with applicable data protection legislation, including the UK GDPR and Data Protection Act 2018.
14. Customer feedback
If you voluntarily submit feedback, reviews, suggestions or other comments to us, you agree that we may use that feedback for legitimate business purposes, including improving our products and Services and displaying customer reviews where appropriate.
You confirm that your feedback does not knowingly infringe another person's intellectual property or other legal rights.
We will not use your personal information in a way that conflicts with our Privacy Policy.
15. Website errors and information
We make reasonable efforts to keep the information on our website accurate.
Occasionally, our website may contain typographical errors, inaccuracies or omissions relating to product information, pricing, availability or other content.
Where we identify a genuine error before an order has been accepted, we may correct the error and, where appropriate, contact you regarding your order.
Nothing in this section affects your statutory rights.
16. Prohibited use
You must not use our website:
• for any unlawful purpose
• to commit or facilitate fraud
• to impersonate another person
• to infringe intellectual property rights
• to distribute malicious software
• to interfere with or attempt to compromise the security of our website
• to scrape, copy or systematically extract website content without permission
• to harass, threaten or abuse our staff or other users
• to provide deliberately false information
We may restrict or suspend access where we reasonably believe that these Terms have been seriously or repeatedly breached.
17. Termination and suspension
We may suspend or restrict access to an account or parts of our Services where reasonably necessary, including in cases of suspected fraud, misuse, security concerns or serious breaches of these Terms.
Where an order or contract has already been accepted, suspension of website access will not remove any rights or obligations that have already arisen.
Your statutory consumer rights remain unaffected.
18. Our responsibility to you
We do not exclude or limit liability where doing so would be unlawful.
Nothing in these Terms excludes or limits our responsibility for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or your statutory rights relating to goods that are faulty, misdescribed, not of satisfactory quality or not fit for purpose.
Subject to the above and to the extent permitted by law, we are not responsible for indirect or consequential losses that are not reasonably foreseeable.
19. Events outside our reasonable control
We will not be responsible for delays or failures caused by circumstances outside our reasonable control.
These may include significant courier or postal disruption, severe weather, natural disasters, major technical failures, power outages, strikes, government restrictions or other events that could not reasonably have been prevented.
This section does not affect your statutory rights.
20. Changes to these Terms
We may update these Terms from time to time to reflect changes to our Services, legal requirements or business practices.
The version in force at the time of your order will apply to that order.
The latest version will always be made available on our website.
21. Governing law
These Terms are governed by the laws of England and Wales.
If you are a consumer living in another part of the United Kingdom, you may also have mandatory rights under the laws applicable to your place of residence.
Nothing in these Terms prevents you from relying on mandatory consumer protection rights or bringing a claim in a court where the law allows you to do so.
22. Contact us
If you have any questions about these Terms, your order or our Services, please contact us:
Email: hello@theredshack.com
The Red Shack Ltd
Lytchett House
13 Freeland Park
Wareham Road
Poole
BH16 6FA
United Kingdom
By using our website or placing an order, you acknowledge that you have read these Terms of Service.
Nothing in these Terms limits or excludes any statutory rights you have under applicable UK consumer law.