AnnSummers.com – Product Purchase Terms and Conditions

Introduction

These terms together with our Returns Policy, Privacy Policy, Gift Card Terms and Terms of Use (together, the terms) set out the terms and conditions on which we supply the products listed for sale on our website annsummers.com (Site) to customers.

These terms were last updated on 2 February 2026. Please read these terms carefully before ordering any products from the Site. You acknowledge that by placing an order for any of our products, you agree to be bound by these terms.

1. Information about us and our products

We are Ann Summers Limited (Ann Summers or we), a company registered in England and Wales with company number 01034349 and our registered address is Gold Group House, Godstone Road, Whyteleafe, Surrey, CR3 0GG. You can find everything you need to know about us and our products on our Site before you order.

When you use our Site to purchase products that are to be shipped within the UK or to the Channel Islands or the Isle of Man, you will enter into a contract with Ann Summers Limited and these terms apply to that contract.

When you use our Site to purchase products that are to be shipped to any other location, you will enter into a contract with our global sales partner, Globale UK Limited (Global-e). These terms will not apply to that contract, and your contract with Global-e will be subject to Global-e’s Terms of Sale and Privacy Policy. Visit our International Customers page for more information.

2. When you buy from us you are agreeing that:

You are over 18.
Products are not being purchased for resale.
We will take payment from you when you place your order on our Site.
We only accept orders when we've checked them.
Sometimes we reject orders.
We're not responsible for delays outside our control.
Products can vary slightly from their pictures.
You have a legal right to change your mind.
You have additional rights to change your mind under our goodwill guarantee.
You have rights if there is something wrong with your product.
If you are returning products you must comply with our Returns Policy.
We can change the products and these terms.
We can end our contract with you.
We don't compensate you for all losses caused by us or our products.
We use your personal data as set out in our Customer Privacy Policy.
You have several options for resolving disputes with us.
Other important terms apply to our contract with you.

3. Products are not being purchased for resale

You may not purchase products from us for the purpose, or with the intention, of reselling them.

4. We will take payment from you when you place your order

You may order products advertised for sale on the Site by adding the products you want to buy to your bag and completing the checkout process.

We will take payment from you when you place your order, except where you have selected to use an alternative payment provider at the checkout (such as Klarna or Clearpay), in which case we will take payment from the payment provider when you place your order, and the payment provider will take payment from you at the regular intervals selected by you during the order and checkout process.

5. We only accept orders when we've checked them

We will contact you by email to confirm that we have received your order and provide you with an order number and summary. This does not mean that your order has been accepted. All orders are subject to acceptance by us, and we will confirm our acceptance by sending you a confirmation email that the product has been dispatched (the Dispatch Confirmation).

The contract between you and us for the sale of a product will only be formed when we send you the Dispatch Confirmation for the relevant product or when you receive your product (if earlier).  Each contract will relate only to those products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be required to supply any other products which may have been part of your order until the dispatch of such products has been confirmed in a separate Dispatch Confirmation.

6. Sometimes we reject orders

We may choose not to accept an order (or any part of it) for any reason, including, for example:

a. if there has been a problem with your payment;
b. because a product is out of stock or has been discontinued;
c. because we can't verify your age;
d. because you are located outside the delivery areas stated on our Site;
e. because the product was misdescribed or mispriced by us; or
f. where we suspect that orders may be being placed for fraudulent purposes or in breach of our intention to resell clause.

When this happens, we will let you know and refund any sums you have paid in respect of the part of the order that has been rejected.

7. The following delivery terms apply

Our Site provides information about the locations we deliver to, the delivery options available to you, and the cost of such delivery options. Products you have ordered are deemed to have been successfully delivered in accordance with the relevant carrier’s policies.

We will aim to deliver the products using the delivery option you select when you place your order, however sometimes we may need to use a different carrier to the one you select. Sometimes items in your order may be shipped to you separately.

Delivery fees will be added to the cost of your order when you check out. Please make sure that you are happy with the delivery fees before placing an order.

You will own your product on delivery or once we have received payment in full, whichever happens later.

Once your order is deemed to have been delivered, the products will become your responsibility. We will not accept any liability for the loss, damage or destruction of a product after it has been delivered except in cases where products are damaged or faulty when delivered or have been delivered in error.

8. The following terms apply to our prices and payment

The price of a product will be as set out on our Site from time to time, except in the case of an obvious error.

The prices of our products are inclusive of UK VAT at the current rate but exclude any fees for delivery. Delivery fees will be clearly displayed to you at the checkout and then added to the cost of your order.

We may change our prices and delivery fees at any time. However, no changes will apply to orders for which you have already received a Dispatch Confirmation.

We only accept payment in Great British Pounds Sterling (GBP), and you must pay using a credit or debit card, Klarna, Paypal, Clearpay, Google Pay or Apple Pay. We accept credit and debit card payments from most major payment providers, including Mastercard, Visa, and American Express. You may also use an Ann Summers gift card to redeem against purchases, in which case, our Gift Card Terms apply.

All purchases made by credit and debit card holders are subject to validation checks and authorisation by the card issuer. If your card issuer does not authorise payment, we will not accept your order.

We do not guarantee that the prices stated on our Site are correct. Where we have made an error in our pricing, we may reject your order and refund your payment.

9. We're not responsible for delays outside our control

We will not be liable or responsible for any delay that is caused by events outside our control, and this includes delays that are caused by or attributable to our carriers. If we become aware that the supply of your product is delayed, either we or our carrier will contact you to let you know, and we will do what we reasonably can to reduce the delay. If you experience any delay in receiving your order, you should contact our Customer Services Team who will be able to investigate the cause of the delay and look to resolve it for you. If your order is delayed by more than 5 days you can contact our Customer Services Team to end the contract and receive a refund for any products you have paid for but not received.

10. Products can vary slightly from their pictures

A product's true colour may not exactly match that shown on your device or in our marketing and its packaging may be different.

11. You have a legal right to change your mind and cancel your order

Your legal right of cancellation. For most of our products, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the Regulations) to change your mind about your purchase and receive a refund of what you paid for it, including any standard delivery costs. This is subject to some conditions, as set out below.

The deadline for cancellation. If you change your mind about a product you have ordered, you may cancel your order under the Regulations from the time the order is placed and up to 14 days after the day you receive it (or, if different items in your order have been shipped separately, the final day on which you receive all items in your order). If you tell us you've changed your mind about a product that hasn't been delivered yet, we will ask you to accept delivery of the product and then send it back it to us. This is because we pack and dispatch your order as soon as it is received.

You have to return the product. Where you decide to cancel an order, you must return the Products comprising the order (and any free gifts that may have been provided with it) to us within 14 days of your telling us you have changed your mind.

We are only obliged to refund standard delivery costs. We are not obliged to refund any extra you have paid for express delivery or delivery at a particular time.

How to let us know. To cancel your order under the Regulations you must notify our Customer Services Team by the deadline for cancellation, making it clear that you are cancelling or changing your mind about your order under the Regulations. You should then follow our Returns Policy to return your items.

When you can't change your mind. You can't change your mind under the Regulations about an order for:

products sealed for health protection or hygiene purposes if you have removed or damaged the seal; or
products that are personalised.

For more detailed information about what you can and can’t return, please refer to our Returns Policy.

We may reduce your refund if you have used or damaged the product you are returning under the Regulations. If you have handled a product in a way which is beyond what is necessary to inspect it (i.e. more you than you would do in a shop), we may reduce the amount of your refund, to compensate us for its reduced value. For example, we may reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

When and how we refund you if you cancel. In respect of cancelled orders, we will refund you within 14 days of receiving your return (or receiving evidence that you've sent it to us in accordance with our Returns Policy). We will refund you by the method you used for payment.

12. You have additional rights under our goodwill guarantee

Our goodwill guarantee. In addition to your rights under the Regulations, we offer our customers a goodwill guarantee which is more generous than your legal rights under the Regulations in the ways set out below, provided you comply with our Returns Policy. This goodwill guarantee does not affect your legal rights if there is something wrong with your product.

Your Legal Rights	Your Goodwill Guaranteee
14 days to change your mind	28 days to change your mind
You pay costs of return	We cover cost of return
Refund of standard delivery costs only	Provided that the entire order is being returned and the return is sent within 14 days of receipt, we will refund the cost of the delivery option you selected

When and how we refund you under our goodwill guarantee. If you change your mind about a purchase and return it under our goodwill guarantee, provided you have complied with our Returns Policy, we will refund you within 21 days of receiving your return (or receiving evidence that you've sent it to us in accordance with our Returns Policy). We will refund you by the method you used for payment.

13. You have rights if there is something wrong with your product

We honour our legal duty to provide you with products that are as described to you on our Site and that meet all the requirements imposed by law.

You must only use our products for their intended purpose and in accordance with any care instructions. If you are unsure about their intended purpose, you can contact our Customer Services Team for advice. Subject to this, we promise that our toys will work, as described, for 12 months (from the date of delivery), or for the warranty period stated in the product’s description on our Site, if longer (Warranty Period).

If you think there is something wrong with your product when it is delivered to you, or if a toy you have bought develops a fault within its Warranty Period, you must either bring it into one of our stores or contact our Customer Services Team without delay. If the Customer Service Team request that you return the product, you must return the product to us in accordance with our Returns Policy.

If we have sold you a product that is faulty, provided that you can show proof of purchase, we will refund you the amount you paid or offer you a replacement product. If you are unable to provide proof of purchase, or if you refuse to return the product to us, we may offer to exchange your product but this will be at our discretion.

If you have bought a set of products (such as an advent calendar, a toy set or a gift bag) and a product in the set is faulty, we may only refund or replace the faulty product.

14. If you are returning products, you must comply with our Returns Policy.

Whether you are returning under your right to cancel, our goodwill guarantee, or because there was a problem with your product, you must follow our Returns Policy and either use our free returns service to send the products back to our distribution centre, or return your goods personally to one of our stores.

If you do not use our free returns service, items you send to us will be at your own risk and we will not be responsible for any loss or damage to the products while in transit.

If we don’t receive your returned items within the stated timeframes we may not refund you the price.

15. We can make changes to products and these terms

We may amend these terms from time to time so please check the Site regularly, and each time you place an order for products, to ensure you understand the legal terms which will apply to your purchase at that time.

Changes we can make to orders that have been accepted. We will not usually make changes to a contract between you and us once we have accepted an order. However, we shall be entitled to do so where required to comply with relevant laws and regulatory requirements.

If we wish to make any changes to a contract between you and us (that are not required by law) we will notify you and you can then contact our Customer Services Team to end the contract before the change takes effect and receive a refund for any products you've paid for, but not received.

16. We can end our contract with you

We can end our contract with you and claim any compensation due to us if you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect the product: (i) from store ("click and collect") but you don't do this within 14 days; or (ii) from a Parcelshop or locker provided by our carrier but you don’t do this within 10 days, then we will treat your order as cancelled and, once the product is received back to us, we will refund the purchase price.

17. Fraudulent activity

Where we have reason to suspect that you are engaging in fraudulent activity, for example where there are suspicious claims relating to orders that have been placed but not received, or if we suspect that you are returning items after they have been used or worn, or the items that are returned do not match with what you ordered, we reserve the right to withhold any refunds and block your account (and any associated accounts) from placing orders in future.

If this happens to you and you believe we have made a mistake, you can contact our Customer Service Team, and we will seek to resolve the matter with you.

18. We don't compensate you for all losses caused by us or our products.

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

Unexpected. It was not obvious that it would happen and so was unforeseeable.
Caused by an event outside of our control.
Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession (including, but not limited to, loss of profits, contracts, goodwill and opportunity).

We do not in any way exclude or limit our liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation; or
any other liability which cannot be limited by law.

19. We use your personal data as set out in our Privacy Policy

We will only use your personal data in accordance with our Customer Privacy Policy. Please take the time to read this carefully, as it includes important information about how we collect and use your data.

20. You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team will do their best to resolve any problems you have with us or our products. Complaints should be raised to them without delay either by webchat, webform, by sending an email to CScomplaints@annsummers.com or by sending us a DM through one of our social channels.

Unfortunately, for the protection of our staff, you cannot contact our Customer Service Team by telephone. If you need to speak to someone because you have a disability that makes it difficult for you to communicate in writing, you should let us know this through one of the available channels and we can arrange to call you.

You can go to court. Wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in.

21. Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

You can only transfer your contract with us to someone else if we agree to this.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If any court or relevant authority decides that a term is unlawful or unenforceable, then that term shall be deemed to be deleted from these terms and the remaining terms shall continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. If you breach these terms and we take no action, or if we delay taking action, that does not mean that we have waived our rights and we will still be entitled to the rights and remedies available to us. If we agree not to take any action in respect of a breach by you, we will only do so in writing and that will not mean that we will not take action in respect of a later breach by you.

Governing law and jurisdiction. These terms, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms, their subject matter or formation (except as set out in clause 20).