Returns Policy
At Pleasure365, we operate a fair and efficient Returns Policy, going beyond our legal obligations as an online retailer. We believe in excellent service to all our customers. Dealing efficiently and effectively when you are not 100% satisfied with an item is part of this service.
How to Return a Product
In the unlikely event you are not totally satisfied with your purchase (for whatever reason), in the first instance please Contact Us. Please complete the Contact Us form and we will be in touch shortly.
Subject to your enquiry meeting our Returns Policy criteria, a Returns Authorisation Number (RAN) will be sent to you by email. Simply return the package to our Returns Department (the address will be given in the email), and we can either exchange the item for an alternative product or refund the item, depending on timescales.
Legal Obligations & Timescales
Please note all timescales are given as number of days from the despatch date on the delivery note.
The European Consumer Protection (Distance Selling) Regulations 2000 states that you as a customer have the right to cancel an order without giving a reason within 7 days.
At Pleasure365, you can cancel an order within 14 days for a full refund. If your order has already been despatched when we receive your cancellation, we will deduct the postage cost from your refund. Refunds will not be given after 14 days under any circumstances.
Unless the returned items are defective, you must return them back to us at your own expense and we will only issue a full refund if the items (including packaging and accessories) have not been significantly damaged.
If you have ordered something in error, or decide that you don't want it, you may return it to us at your expense for a replacement within 30 days, or a refund within 14 days.
Postage & Labeling of the package
Once you receive your RAN, please take the time to carefully protect the item to be returned during transit to our warehouse. Postage & packaging costs to our warehouse are non-refundable, nor can the amount be exchanged for items to the same or similar value.
Please mark the package with the RAN number clearly visible.
You are advised to use a recorded delivery service as we cannot be held responsible for any parcels lost during transit.
Returns of Adult Toys
Adult toys may be returned as long as the original packaging is intact. We understand that you may have to open the boxes of adult toys to examine them. Adult toys can only be returned if they are unused and the item is defective.
All returned products are tested and will be sent back to you (at your own cost) if they are found to be working correctly. For clarification, returned toys are not tested for the intimate purposes they were designed for.
Creams, Lotions, Oils, Lubricants and Condoms
For hygiene reasons, we cannot accept returns of creams, lotions, lubricants, massage oils or condoms.
Clothing
Refunds can only be given if you return the unused and unlaundered item to us within 14 days.
You can exchange the item for an alternative product within 30 days.
You must keep all tags, labels and original packing intact. If they are broken or removed, we cannot accept the returned item. In this case we will return the item to you at your own cost.
Returning a defective or faulty item
If the product is defective, please give an exact description of the fault and return it in its original box with all manuals, tags, batteries and accessories for a full refund or replacement within 14 days of purchase. We cannot accept returned items which are not sent in original packaging, nor can we accept (for hygiene reasons) adult toys that have been opened and used.
All returned products are tested and will be sent back to you if they are found to be working. In such circumstances, no refund or replacement will be given.
How long will my refund take?
The European Consumer Protection (Distance Selling) Regulations 2000 require us to state that your money will be returned within 30 days of cancellation. In practice, it will be much quicker - within 7 days of us receiving your returned product to us. Please remember, refunds will only be authorised on items which are returned to us within 14 days of the despatch date on the delivery note.
This returns policy does not affect your statutory rights.
If you have any further questions regarding our returns policy, please read our
Terms & Conditions or contact us by email. We will be happy to answer any of your questions.
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