Refund policy

At PleasureDept, we want you to feel confident about your order. Because many of the products we sell are intimate personal-use items, some return restrictions are necessary for hygiene and safety reasons. Please review this policy before starting a return.

01 30-Day Returns for Unopened Items
You may request a return within 30 days of delivery if the item is unused, unopened, in its original packaging, in resalable condition, and complete with any accessories, manuals, chargers, or included parts.
To start a return, contact us at support@pleasuredept.com with your order number and the item you would like to return. Please do not send products back without contacting us first.

02 Opened Intimate Products
For hygiene reasons, intimate products that have been opened, used, worn, or removed from sealed packaging cannot be returned for a change of mind.

· Vibrators

· Dildos

· Masturbators

· Couples toys

· Anal toys

· Kegel products

· Penis rings

· Pumps

· Other products intended for intimate or bodily contact

If an opened product is defective, please see the Product Warranty section below.

03 Lubricants, Cleaners & Other Consumable Products
Lubricants, toy cleaners, personal-care products, and other consumable items may only be returned if they are unopened and unused.
Once the seal has been opened, these products are not eligible for return unless the product arrived damaged or there is another verified issue with the order.

04 Damaged, Defective or Incorrect Items
If your order arrives damaged, defective on arrival, missing an item, or with the wrong item, please contact us at support@pleasuredept.com as soon as possible.
Include your order number, a brief description of the issue, and photos of the product and packaging where relevant. For functional problems, we may also ask you to complete a few basic troubleshooting steps.
Please do not send intimate products back unless our support team specifically asks you to do so.

· A replacement

· A refund

· Store credit

· Another appropriate solution

If the mistake or damage is our responsibility, you will not be charged additional shipping for an approved replacement.

05 1-Year Limited Product Warranty
PleasureDept provides a 1-year limited warranty on eligible powered products, including rechargeable, battery-operated, vibrating, thrusting, rotating, suction, or other electronically or mechanically operated products. The warranty period begins on the original purchase date.
What the warranty covers

· Motor failure

· Product no longer powering on

· Charging failure

· Control or button failure

· Mechanical movement failure

· Other confirmed manufacturing-related functional defects

What the warranty does not cover

· Normal wear and tear

· Cosmetic damage that does not affect product function

· Accidental damage

· Misuse or improper use

· Damage caused by dropping, crushing, or excessive force

· Damage caused by incorrect cleaning or storage

· Water damage when the product is not rated for that level of water exposure

· Damage caused by incompatible chargers, batteries, lubricants, or accessories

· Unauthorized modification or repair

· Lost products or components

· Changes in personal preference or satisfaction

A warranty claim is not the same as a general return. Approved warranty claims will normally be resolved through replacement or store credit rather than a refund to the original payment method. Where the same product is no longer available, we may offer a comparable replacement or store credit based on the original purchase value.

06 How to Make a Warranty Claim
Email support@pleasuredept.com and include your order number, product name, a description of the problem, and photos or a short video showing the issue when reasonably possible.
We may provide troubleshooting instructions before approving a warranty claim.
For privacy, please do not send photos or videos showing the product being used on or with your body. We only need information showing the product itself and the functional issue.

07 Items That Cannot Be Returned
Unless the item is defective, damaged on arrival, or incorrect, we cannot accept returns for:

· Opened or used intimate products

· Opened lubricants, cleaners, or personal-care products

· Products missing original components or accessories

· Products damaged after delivery through misuse or improper care

· Gift cards

· Items specifically marked Final Sale

Final Sale items remain covered for problems caused by an incorrect shipment or verified defect where required by this policy or applicable law.

08 Return Shipping
For approved change-of-mind returns, return shipping costs are the customer's responsibility unless otherwise stated.
For verified incorrect items, damaged-on-arrival items, or defective-on-arrival items, PleasureDept will provide the appropriate return or replacement instructions and will cover reasonable return shipping where a return is required.
Original shipping charges are generally non-refundable unless the return results from an error by PleasureDept or applicable law requires otherwise.

09 Refunds
Once an eligible return has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method.
Please allow approximately 5–10 business days after the refund is processed for the amount to appear on your account. Actual processing time depends on your bank, card issuer, or payment provider. We cannot control processing delays after a refund has been submitted to the payment provider.

10 Exchanges
We do not currently offer direct product-for-product exchanges for standard returns.
If you would like a different product, the usual process is to return the eligible original item, receive your refund, and place a new order.
For approved warranty claims, we may send a replacement directly without requiring a new purchase.

11 Promotional Items & Free Gifts
If your purchase included a free gift or promotional item and you return the qualifying merchandise, we may require the promotional item to be returned as well.
If the promotional item is not returned, its stated value may be deducted from the refund where applicable.

12 Order Cancellations
We process orders as quickly as possible. If you need to cancel or change an order, contact support@pleasuredept.com as soon as possible.
We cannot guarantee that an order can be changed or cancelled once processing or fulfillment has started. If the order has already shipped, the standard return policy will apply.

13 Refunds for Gifts
Refunds are normally returned to the original payment method used for the purchase.
If you received a PleasureDept order as a gift and need assistance with a defective or damaged item, contact our support team and we will review the available options.

14 Your Legal Rights
This Returns & Refunds Policy is intended to provide additional information about how PleasureDept handles returns and warranty requests.
Nothing in this policy limits any consumer rights that cannot legally be excluded or restricted under applicable law.

15 Need Help?
If you have a question about a return, refund, damaged item, or product issue, contact us before sending anything back.
PleasureDept Customer Support
Email: support@pleasuredept.com
Live Chat: Live chat is available through the chat icon on the website.
Company: BRIGHTBRIO LIMITED
Address: UNIT 2, 8/F, ON TIN CENTRE, 1 SHEUNG HEI STREET, SAN PO KONG, HONG KONG