Return & Refund Policy

Pleasure Toy Hub – Return & Refund Policy

Pleasure Toy Hub specialises in adult-wellness and intimate lifestyle products, and we take product safety, hygiene, and customer confidence seriously. Because of the nature of these items, our refund and returns rules differ from general retail. This policy explains exactly when returns, replacements, and refunds are available.

Change of Mind Returns

Due to strict hygiene and health standards, most adult products cannot be returned once they leave our warehouse, even if they have not been used.

We cannot accept returns for:

Any product where the hygiene seal has been broken
Any product that has been opened
Any product that has been used, tested, or handled
Lingerie that has been tried on
Lubricants, oils, cleaners, or consumables
Products designed for internal or intimate contact

These rules protect all customers and ensure every item we ship is brand-new and safe.

Unopened Items: If a product is completely unopened, unused, and still sealed, we may accept a return within 14 days, subject to approval. Customers are responsible for return shipping for change-of-mind returns.

Faulty, Damaged, or Defective Products

We stand behind the quality of every product we sell. You are entitled to a repair, replacement, or refund if your item:

Arrives damaged
Does not function as intended
Stops working within a reasonable period
Is significantly different from the description

To assess the issue, we may request photos or videos, and in some cases, the return of the item for inspection (we cover shipping for faulty items).

If the fault is confirmed, we will offer a replacement, full refund, or store credit.

Incorrect or Missing Items

If you receive the wrong product, colour, size, variation, or a missing item, contact us within 7 days of delivery. We will correct the issue at no cost to you.

Product Warranties

Many sex toys include a manufacturer’s warranty, especially rechargeable or premium items. Where applicable, we will assist with warranty claims or provide instructions for direct manufacturer support.

Returns Process

To request a return, replacement, or refund:

Email us at support@pleasuretoyhub.co.nz
Include your order number and a brief description of the issue
Attach photos or videos if the product is faulty
Wait for our team to provide return instructions

Please do not send items back without approval — this may delay processing.

Refund Processing Times

Once a return is approved, refunds are issued to the original payment method and typically take 3–7 business days (depending on your bank). Store credit is issued immediately. Shipping fees are non-refundable unless the product is faulty or the error was ours.