Is it possible to get an exchange or refund on any items?
For obvious health and hygiene reasons we are unable to accept any returns as once this has been in your possession they cannot be resold.
We have to be extremely strict with this policy as I am sure most customers would not like to have purchased a product of this nature when someone else has already owned this as unfortunately we are unable to accept everyone’s claim that their item remained unopened and unhandled as most of our stock does not come sealed in a way to prove this.
Please understand we have this policy in place to protect you our customer and your health and wellbeing.
Do you refund sale items?
No we do not refund or exchange items if they do not fit, or if you have changed your mind. So please take your time and choose carefully.
What if I received the wrong item from the one that I ordered?
In the event that we have delivered you the wrong item that you did not order you need to contact us at email@example.com and let us know which item is incorrect. We will then notify you of how we are going to rectify the problem.
Please keep in mind that we will only be able to replace the incorrect item if the product has not been opened and it must be in its original packaging. Items must be sent back in the same condition as which you received it from us. We cannot accept item back once the package seal has been open/or broken. Please notify Your Pleasure by email quoting invoice number and a return authorization will be given.
Your Pleasure must be notified within 3 days of you receiving the item. Items returned without a return authorization will not be accepted.
Remember do not open the package if you notice the item is incorrect .
What if my item is faulty?
We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact firstname.lastname@example.org so they can work with you to resolve the problem as swiftly as possible. Please note that we'll need a photo or two showing the defect/fault, which will speed up the returns process for you.
Before Returning Your Adult Toy:
Before returning a faulty toy, may we first ask you to follow a few simple testing points as follows.
- Make sure you are using the correct batteries
- Make sure the batteries have been inserted correctly
- Try new batteries
- Make sure battery connectors are not wet or have moisture
What if my item has a genuine manufacturing fault?
If your item has a genuine manufacturing fault please notify email@example.com quoting your invoice number and description of fault. Your Pleasure must be notified within 3 business days.
What is NOT a genuine manufacturing fault?
Using a product incorrectly, not using in the way the product was designed for, accidentally damaged, dropped, misuse, water, moisture incorrect power supplied, battery failure, spoiled etc.
What if I don't have the original shipping packaging?
Please keep in mind that you are responsible for safely packaging your return, to ensure we receive the items back in tip-top condition. You need to return the item in the same condition just like how you received it. A customer service team member will get back to you to discuss the problem. They will give you a return authorization number. Items returned without a return authorization will not be accepted.
The return item must include all of its original packaging and swing tags.
On receiving the returned product it will be immediately examined. If we found the product has a genuine manufacturing fault an identical replacement product will be sent (if we have a replacement in stock or you would be offered a credit or full refund).
If the returned product is found to be not to have a genuine manufacturing fault you will be contacted by email. A handling fee of $10.00 + re-shipping cost will be applicable and this will be required to be paid by you before your product is returned.
We recommend using recorded delivery as we at Your Pleasure cannot be held responsible for any item lost in the post.
A replacement product will be shipped freight free.
For all orders with an approved RA number
Returns Address: Wetherill Park BC, PO BOX 6699, Wetherill Park DC NSW 2164
If returning a product, please make sure you include a cover letter with the following information:
- Return Authority Number (RA Number)
- Order number
- Customer name
- Your contact details (postal address, phone number)
- A detailed reason for the return – what exactly is wrong with the product?
- A print out copy of any correspondence with our support staff relating to this return
Items returned without a return authorization will not be accepted.
How will I know Your Pleasure has received my returned items?
In the unlikely event that you don't receive an email from Your Pleasure advising you of next steps with regards to exchange within 10 days of posting your parcel to us, please get in touch with our Customer Care Team and we'll get back to you as soon as possible. If you have returned your parcel using a service that can be tracked, please give us the reference number when you contact us at firstname.lastname@example.org.