Return & Refund Policy

Return & Refund Policy

At PlayLoveToys, your satisfaction and privacy matter deeply to us. Please read this policy carefully before making a purchase.

Hygiene & Safety Policy on Intimate Products

For the health, hygiene, and safety of all our customers, we do not accept returns or exchanges on intimate wellness products that have been opened, used, or removed from their original sealed packaging. This is standard practice across the adult wellness industry and is a firm policy with no exceptions.

We encourage you to review all product descriptions, materials, dimensions, and specifications carefully before purchasing. If you have any questions about a product prior to buying, please contact us — we're happy to help you make the right choice.

Eligible Returns: Unopened Items

Unopened items in their original, factory-sealed packaging may be eligible for a return within 14 days of the delivery date, subject to the following conditions:

• The item must be unused and in its original sealed packaging.
• You must contact us before shipping anything back to receive a Return Authorization.
• Return shipping costs are the responsibility of the customer.
• Items returned without prior authorization will not be accepted.

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be issued to your original payment method within 5–10 business days.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or if you received the wrong item, please contact us within 7 days of delivery with:

• Your order number
• A description of the issue
• Clear photos of the item and packaging

We will review your claim promptly and offer a replacement or store credit at our discretion. We do not require you to return defective items in most cases.

Non-Returnable Items

The following items are final sale and cannot be returned or refunded under any circumstances:

• Opened or used intimate wellness products
• Lubricants, oils, and consumable products (once opened)
• Lingerie and apparel (for hygiene reasons)
• Sale or clearance items marked as final sale
• Gift cards

Order Cancellations

Orders can be cancelled before they are shipped. Once an order has been fulfilled and handed to the carrier, it cannot be cancelled. Please contact us as soon as possible if you need to cancel an order.

Your Privacy During the Return Process

We handle all return communications with complete discretion. Return labels and correspondence will not reference the nature of the products. Your personal information is never shared beyond what is necessary to process your return.

Contact Us

For any return or refund inquiries, please reach out through our Contact Us page. We aim to respond within 1–2 business days.