Refund policy
Defective Products & Mis-Shipments
Customers are responsible for verifying and confirming the contents of each order upon receipt. In cases of mis-shipments, damages, or defective items, customers have 7 days from receipt to file a complaint.
To file a complaint, customers must describe the issue and provide documented evidence. Acceptable evidence includes pictures or videos clearly showing the defect, malfunction, or incorrect item.
If any item was damaged during transit, please retain the original shipping box and all packaging materials. These are required for us to file a report with the carrier. Pictures of the damaged packaging are also necessary.
To submit a complaint, contact us at admin@playlovetoys.com.
If the complaint is accepted, we will either replace the defective item or issue a refund for the amount paid.
Returns
Due to sanitary requirements and to ensure the health and safety of our staff, returns will only be accepted if they have been pre-authorized.
Please contact us at admin@playlovetoys.com for authorization and instructions on how to proceed.
We are unable to accept returns for the following reasons (including but not limited to):
- Used merchandise is not eligible for return due to health and safety regulations.
- Items that are not in new or resellable condition.
- Damaged or altered packaging.
- Articles of clothing, lingerie, latex accessories, or costumes.
- Products missing components, accessories, or any items originally included (unless the claim was filed within the 7-day reporting period).
- Products not in their original manufacturer packaging.
- Expired items such as lubricants, topicals, contraceptives, or edible products, if the expiration date had passed before leaving our premises.