Returning Products

Damages/Shortages

All merchandise leaves our warehouse in perfect condition. All concealed damage or shortages must be reported to PleasurePlay USA within 24 hours from the receipt of goods. A claims form is included with the packing slip inside your package.

If you receive a shipment that has exterior damage, has been opened or retaped, you must file a claim at the time of delivery with the carrier. Please make sure the driver notes the damage. Save the original cartons and packing material for inspection by the carrier. Let us know immediately if you have had the driver note a problem. Contact us with the reference number assigned by the carrier and we will process the claim for you. 

Defective Product

Products with manufacturing defects must be reported within 30 days from receipt. You must report the defect to PleasurePlay USA and request a return authorization number. PleasurePlay USA will then liaise with you to arrange a replacement or refund.

Condition of Product(s)

Returned items must be unused and must be returned in their original packaging (including any shrink wrap, tags, seals etc) with the accompanying documentation. 

We are unable to accept items for return where they have been opened/unsealed and are therefore unsafe/unsuitable for resale.

The item is your responsibility until it reaches us. Therefore, for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. 

The cost of returning the item to us is your responsibility. Delivery charges are only refundable where goods are faulty and a refund is made.