Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customersupport@pleasurehaus.net. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customersupport@pleasurehaus.net.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customersupport@pleasurehaus.net.

Order Accuracy & Hygiene Standards

To maintain strict hygiene and safety standards for all customers, certain product categories have specialized return and refund rules. Please review the policies below before completing your purchase.

Adult Products (Non‑Refundable Once Opened / Tested / Used)

All adult wellness devices and intimate accessories are final sale once opened. For customer safety and product hygiene, the following items cannot be returned or refunded under any circumstances:

  • Opened packaging

  • Tested items

  • Used items

  • Worn items

  • Any product showing signs of handling beyond initial inspection

Unopened items may be eligible for return within 14 days of delivery. If an item arrives damaged or defective, contact Customer Support within 48 hours of delivery.


Lingerie (Non‑Returnable Except for Manufacturer Defects)

All lingerie sales are final due to hygiene and garment integrity.

  • Lingerie cannot be returned or exchanged for sizing, fit, preference, or any other reason.

  • Only verified manufacturer defects qualify for review.

  • Defect claims must be submitted within 48 hours of delivery with photo documentation.


Manufacturer Defects – Claim Process

If you believe your item has a manufacturer defect:

  1. Email Customer Support with your order number.

  2. Include clear photos or video showing the defect.

  3. Our team will review the claim within 2–3 business days.

  4. Approved claims may be eligible for replacement or store credit.

  5. Defects that do not qualify for an exchange or refund through our store should be handled directly through the manufacturer’s warranty program. Manufacturer warranties vary by brand, and customers are responsible for submitting claims according to the manufacturer’s instructions.


Health & Safety Commitment

Due to the intimate nature of our products, we cannot accept returns that compromise customer safety or product hygiene. These policies ensure every customer receives new, unused merchandise.