Terms & Conditions

Website Terms and Conditions (Consumer)
Yes Labs — United Kingdom, European Union/EEA & Rest of World

Who you are contracting with

These terms apply to your use of this website and to the sale of goods through it. The company you are contracting with depends on the country your order is delivered to:

• Deliveries to the United Kingdom (and rest of world outside the EU/EEA and US): your seller is Yes Labs Limited, a company registered in England and Wales (company number 5371471; VAT number 880 9882 66), whose registered office is at 20 Wenlock Road, London, N1 7GU.
• Deliveries to the European Union / EEA: your seller is Yes Yes Europe SARL (“YEU”), a company incorporated in France (SIREN 894862804; VAT number FR31894862804; EORI number FR89486280400024), whose registered office is at 250 bis Boulevard Saint-Germain, 75007 Paris, France. YEU is the importer and seller of record for EU/EEA deliveries.

References to “we”, “us” and “our” mean whichever of Yes Labs Limited or Yes Yes Europe SARL is your seller under the rule above. Where a term applies only to one group of customers, it is marked (UK) or (EU/EEA). Where an EU/EEA consumer’s home country gives them stronger mandatory rights than these terms, those mandatory rights prevail (see clause 13).

By accessing this website, registering with us and/or placing an order, you agree to be bound by these terms and conditions, which include our Privacy Policy and Delivery Policy. If you do not accept these terms, please do not use this website. Please read clauses 4 (your right to cancel, order amendments and returns), 7 (faulty goods and your statutory rights) and 13 (our liability) carefully. If you have any questions, contact us at hello@yes-labs.com.

About us

The website at yes-labs.com is operated by the seller identified above for your delivery destination.

Contact details:

• UK & rest of world (Yes Labs Limited): hello@yes-labs.com; telephone +44 (0) 1420 538743; registered office 20 Wenlock Road, London, N1 7GU.
• EU/EEA (Yes Yes Europe SARL): hello@yes-labs.com; telephone +44 (0) 1420 538743; registered office 250 bis Boulevard Saint-Germain, 75007 Paris, France.

We comply with applicable extended producer responsibility (EPR) requirements. Our French EPR unique identifier is FR316778_01LHNQ.

1. Introduction

1.1 You can access most areas of this website without registering. Certain areas are open only if you register.

1.2 We may revise these terms at any time by updating this page, and the current version applies to each order at the time it is placed. Please review the terms each time you order. If you do not agree to any revised terms, you should not continue to use the website.

2. Ordering from us

2.1 You place an order via our online checkout, by using the mail-order form, or by telephone. During checkout you can check your order and correct errors. We will send you an order acknowledgement. You are responsible for the accuracy of the details you provide.

2.2 We may refuse to accept an order, including where: (a) goods are unavailable; (b) we cannot obtain authorisation for your payment; (c) there has been a pricing or product-description error; (d) you do not meet any eligibility criteria in these terms; (e) you do not provide all requested order details; (f) your delivery address is outside our delivery areas (see the Delivery Policy); or (g) national laws or import/export restrictions prohibit supply.

2.3 A legally binding contract is formed when we send you a despatch confirmation by email. Our Delivery Policy forms part of these terms.

2.4 You must be at least 18 years old to order. You are responsible for ensuring that it is lawful for you to receive the products in your country.

3. Pricing, taxes and duties

3.1 Prices are shown on the website and include VAT where VAT is chargeable, at the rate applicable to your delivery destination. (UK) For deliveries to the United Kingdom, UK VAT is included where chargeable. (EU/EEA) For deliveries to the EU/EEA, the applicable EU/member-state VAT is included where chargeable, and YEU is the seller of record for those supplies.

3.2 Delivery, packing and carriage charges are shown separately at checkout and in our Delivery Policy.

3.3 For deliveries outside the UK and the EU/EEA, your order may attract local import duties and taxes on arrival, which are your responsibility and are separate from the price you pay us. We are required to include a customs declaration where applicable.

3.4 Our prices are reviewed periodically.

4. Your right to cancel, order amendments, and returns

This clause sets out (A) your statutory right to cancel a distance purchase, (B) order amendments and our Satisfaction Guarantee, and (C) how to return goods. Your statutory rights always apply in addition to, and are not reduced by, our voluntary Satisfaction Guarantee.

4A. Statutory cancellation (cooling-off) right

(UK) Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days without giving any reason. You can exercise this right at any time from when you place your order up to 14 days after you (or someone you nominate) acquire physical possession of the goods — including before we have despatched the goods to you (for goods delivered in instalments, the period runs from the last instalment). To exercise the right, tell us of your decision to cancel by a clear statement — you may use the model cancellation form at the end of these terms, but you do not have to. If you cancel, we will reimburse all payments received from you, including standard delivery costs (except any extra cost arising from your choosing a delivery type other than our least expensive standard delivery), within 14 days of the day we are informed of your cancellation, or, if earlier, from the day we receive the goods back or you supply evidence of return. We may withhold reimbursement until we receive the goods or such evidence. You must send the goods back within 14 days of telling us you wish to cancel, and you are responsible for the direct cost of returning the goods unless they are faulty or not as described (see clause 7, which also covers who pays return costs for faulty goods) or we have agreed to collect them. You may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

(EU/EEA) Under the EU Consumer Rights Directive (2011/83/EU) as implemented in your country, you have an equivalent right to cancel within 14 days without giving any reason, exercisable from the time you place your order and running for 14 days from the day you acquire physical possession of the goods, with reimbursement on the same basis as above. You may use the model cancellation form at the end of these terms. Where your home country provides a longer period or more favourable conditions, those apply.

Important: the statutory right in this clause 4A is subject to the health/hygiene exemption in clause 5 (which applies to sealed intimate-health products that have been unsealed after delivery).

4B. Order amendments and our Satisfaction Guarantee

(a) Order amendments. Due to the way in which we process orders, once an order has been accepted we are unable to cancel or amend it. If you need to change or cancel your order, please use your cancellation right at clause 4A (available at any time up to 14 days after you receive the goods, including before despatch) or, once that period has passed, our Satisfaction Guarantee at clause 4B(b) below.

(b) Our Satisfaction Guarantee. In addition to your statutory rights, we offer our Satisfaction Guarantee on any Yes Labs product bought from this website: if, within 90 days of your purchase date, you experience a sensitivity reaction, the product doesn’t work for you, or (while the item remains sealed) you are otherwise dissatisfied, you may return it for a refund. Items should be unopened, unless you are returning them because of a sensitivity reaction or because the product did not work for you. You are responsible for the cost of returning goods under this Satisfaction Guarantee, except where the goods are faulty or not as described (see clause 7). Refunds are issued once we receive your return. Please contact us first at hello@yes-labs.com before sending anything back, and always get proof of posting from your shipper.

4C. How to return goods and refunds

4C.1 To cancel, amend, or return goods, notify us by email at hello@yes-labs.com or by telephone (+44 (0) 1420 538743). Please tell us your order details so we can resolve matters quickly, and contact us before sending anything back.

4C.2 If we have to pay to recover goods, we may deduct the reasonable cost of recovery from any refund or exchange credit due to you, except where you are exercising a statutory right or returning faulty goods.

5. Health and hygiene — sealed products

5.1 Many of our products are intimate-health products supplied in sealed packaging for health and hygiene reasons. In line with the health-protection/hygiene exemption under the Consumer Contracts Regulations 2013 (UK) and Article 16 of the EU Consumer Rights Directive (EU/EEA), the statutory right to cancel does not apply to such goods once they have been unsealed after delivery.

5.2 This means that, for sealed intimate-health products, you may return them under clause 4A only if they remain sealed. Our Satisfaction Guarantee at clause 4B(b) remains available even where the item has been opened, provided this is because of a sensitivity reaction or because the product did not work for you.

6. Delivery

6.1 We will deliver in accordance with our Delivery Policy. Delivery timescales are estimates. Risk in the goods passes to you on delivery.

6.2 If no one is available to take delivery, the carrier’s process for redelivery or collection will apply.

7. Faulty goods and your statutory rights

7.1 (UK) Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015, including that goods must be of satisfactory quality, fit for purpose and as described, and your rights to a repair, replacement, price reduction or refund where they are not.

7.2 (EU/EEA) Nothing in these terms affects your statutory rights under the EU legal-guarantee-of-conformity rules (Directive (EU) 2019/771 as implemented in your country), including the remedies available where goods do not conform to the contract.

7.3 Where you are returning goods because they are faulty, not as described, or otherwise do not conform to the contract, we will bear the reasonable cost of return.

7.4 These statutory rights apply in addition to the Satisfaction Guarantee at clause 4B and are not limited by it.

8. Licence and intellectual property

8.1 You may print and download extracts from this website for your own personal use only, provided that: (a) no documents or related graphics are modified; (b) no graphics are used separately from accompanying text; and (c) our copyright and trade-mark notices and this permission notice appear on all copies.

8.2 Unless otherwise stated, the copyright and other intellectual property rights in all material on this website (including photographs and graphical images) are owned by us or our licensors. Any other use is prohibited. If you breach these terms, your permission to use the website terminates automatically and you must destroy any downloaded or printed extracts.

8.3 No part of this website may be reproduced or stored in any other website or electronic retrieval system without our prior written permission. All rights not expressly granted are reserved.

9. Service access and website content

9.1 We do not guarantee that the website will always be available or error-free, and we may suspend access for maintenance, repair or reasons beyond our control. We will not be liable if the website is unavailable at any time.

9.2 While we endeavour to ensure that the information on this website is correct, we do not warrant the accuracy or completeness of the material, including product and pricing information, and may change it at any time without notice.

10. Your conduct and material you submit

10.1 Other than personal information (covered by our Privacy Policy), any material you transmit or post to this website will be considered non-confidential and non-proprietary, and we may use it for any purpose.

10.2 You must not post or transmit any material that is unlawful, defamatory, obscene, abusive, discriminatory, infringing, or technically harmful (including viruses), and you must not misuse the website (including by hacking). We will cooperate with any law-enforcement authority or court order requiring us to disclose the identity of anyone posting such material.

10.3 If you submit a product review, you must not submit a fake, incentivised-but-undisclosed, or otherwise misleading review, and you must not submit a review for a product you have not genuinely purchased or used. We will not commission, publish, or allow to remain published, any consumer review we know or ought reasonably to know is fake or materially misleading. This reflects the UK’s Digital Markets, Competition and Consumers Act 2024 fake/misleading-review provisions (in force since 6 April 2025) and the equivalent unfair commercial practices rules in the EU/EEA.

11. Links to and from other websites

11.1 Links to third-party websites are provided for your convenience. We do not control and are not responsible for those websites or their content, and you access them at your own risk.

11.2 If you link to this website, you may only link to the home page and must not: alter or distort our logo; create a frame or border environment around the site; imply endorsement we have not given; misrepresent your relationship with us; use our trade marks without written permission; link from a website you do not own; or link from a website containing unlawful or offensive content. We may withdraw this permission for breach.

12. Registration

12.1 To register you must be over 18. Each registration is for a single user. Keep your password secure and contact us at hello@yes-labs.com if you suspect someone else knows it. We may suspend or cancel your registration if you breach these terms, and you may cancel your registration at any time.

13. Our liability

13.1 We do not exclude or limit our liability to you where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, for fraud, and for any of your statutory rights as a consumer (see clause 7). Your mandatory consumer rights are not affected by these terms.

13.2 Subject to clause 13.1, we are not liable for losses that are not reasonably foreseeable, for losses caused by events beyond our reasonable control, or for any increase in loss arising from your own breach of these terms.

13.3 (EU/EEA) Nothing in these terms deprives an EU/EEA consumer of the protection of mandatory provisions of the law of their country of habitual residence, as guaranteed by Article 6 of the Rome I Regulation.

14. Governing law and jurisdiction

14.1 (UK & rest of world) For deliveries to the United Kingdom (and rest of world outside the EU/EEA), these terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, without depriving you of any mandatory protection of the law where you live.

14.2 (EU/EEA) For deliveries to the EU/EEA, these terms are governed by French law; however, as a consumer you retain the mandatory protections of, and the right to bring or defend proceedings in, the courts of your country of habitual residence, in accordance with the Rome I and Brussels Ia Regulations.

15. Subscriptions and auto-renewal (“Subscribe & Save”)

15.1 If you enrol in a subscription or “Subscribe & Save” plan, you authorise us to charge your payment method on a recurring basis (for example, each delivery cycle) at the then-current price, plus applicable taxes and delivery charges, until you cancel.

15.2 Before you subscribe, we will clearly disclose the recurring charge, the billing frequency, and how to cancel. Your subscription will automatically renew each cycle unless you cancel.

15.3 You may cancel at any time through your account or by contacting us at hello@yes-labs.com or +44 (0) 1420 538743, and cancellation is as easy to perform as sign-up. Cancellation stops future renewals; it does not retroactively refund a shipment already sent, except as provided by clauses 4 and 7, or applicable law.

16. Miscellaneous

16.1 You may not assign or transfer your rights under these terms. If any provision is found invalid, the remaining provisions continue in force. Only the parties to these terms may enforce them.

17. Special offers

Special offers are valid until 23:59 on the date specified. Discounts do not apply to postage and packing. Free shipping is valid only on qualifying orders (e.g. over £40 after discount, with standard delivery — see the offer terms). Offers cannot be used with any other voucher code or with Subscribe & Save, apply only to personal orders, and may exclude orders considered commercial. All orders are subject to acceptance under these terms.