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Return Products

Article 68.1 of Spanish Royal Legislative Decree 1/2007, of 16 November, which approves the text of the General Law for the Defense of Consumers and Users establishes the Right of Withdrawal, the ability of the consumer and user to rescind from the contract, notifying the other contracting party within the period established for the exercise of that right, without the need to justify their decision and with no penalty of any kind.

It is the obligation of the contracting party to make available to the consumer or user a document for withdrawal or for the management of a clearly identified return (Art. 69.1 RDLg 1/2007).

The period for the consumer or user to exercise this right will be 15 days, which will be computed from the date of receipt of the product by the buyer or the collection date by an external agency at our facilities (ART. 71 RDLg 1/2007 ). The costs generated by the return of the product will be borne by the buyer (Art. 101.1 RDLg 1/2007).

In accordance with the foregoing, the applicant accepts and makes use of the Right of Withdrawal as covered by current regulations.

 

LEARN MORE ABOUT RETURNS

What are the reasons for a product to be returned?

The product is defective in which case it would be a product covered by the guarantee.

It does not meet expectations the product does not meet your expectations and you want to return it and be refunded.

Damage product damaged in transportation.

What is the deadline for returns?

15 days If you have bought a product, received it but do not want it.

2 years if it is a product under warranty that does not work.

24 hours for transport damage.

 

How to request to return an article or manage a guarantee?

1. CONTACT PLEASUREPLAY EU

Please contact PleasurePlay EU immediately if you need to return an article.

(1) Please tell us your order number reference and your name and address that the order was delivered to.

(2) Indicate the reason for the return and if possible, send us a video or photo.

2. PREPARE THE SHIPPING

Keep the complete product with its accessories and original packaging in a strong box and send the product to us when we say.

Wait for us to contact you to inform you the information about where to send your article. 

3. SEND THE PACKAGE

Send us the items to us.

Wait for it to be delivered to us before continuing with the next steps.

4. RECEIVE THE REFUND

When we receive the article we will check the article and, if applicable, check the criteria has been adhered to (see * below).

After approval you will receive the refund and you can select to order a different article.

 

How long does it take to refund the money?

The deadline for receiving an answer is from 1 to 5 working days, from the time the package arrives at our facilities.

Are there items that cannot be returned?*

*Yes, there are some products that cannot be returned. Products without their original packaging, which have been opened or that do not have their original seal. Lingerie products may not be returned, we strictly follow health and safety regulations. Damaged or incomplete products may not be returned. Products not acquired in PleasurePlay EU. For this reason all our products incorporate security mechanisms that let us know whether or not the product was acquired at PleasurePlay EU.

In many cases the products include gift batteries, if the batteries do not work it does not mean that the product does not work, sometimes the gift batteries are discharged and the toy needs new batteries, in this case the product does not have a return.

Can I make a change?

No. For all products received, either as returns or under the guarantee the payment is first processed, and after receiving the refund  you may arrange another purchase.

What is the time limit for a product guarantee?

The product warranty is 2 years for new items. Although it will depend on the policy of each manufacturer. The warranty starts from the invoice date. At PleasurePlay EU we have a non-detectable warranty seal with a code assigned to the product that identifies the date of shipment, which must match the information provided by you.

How long does it take to process a warranty claim?

The period for this process is generally from 1 to 5 working days, however we always do our best to accelerate the process.

Do I have to keep the original packaging?

It is essential to send the article in its original packaging so please store the original packaging until you are confident that the article is working correctly. You also need to include all the accessories if you do return any article to us.

I received a package that was handled or which was bashed

On some occasions, very much to our regret, a package suffers damage during transport which affects the items inside. If you have found a damaged package or that has signs of having been handled and the products inside are affected, we will take care of it immediately.

Keep in mind that a cardboard box could have been bashed, but the products inside it are in perfect condition. The reason for packaging is to protect the products, so you should open the box carefully and check if the contents are in perfect condition. If there is no physical damage, there is no reason to declare a transport incident.

We usually don’t ask you for photographs of the state in which you received the package, but you can do so at any time if you believe this helps.

On the other hand, if there is no physical damage, but you find that some product is not working as it should, then this would be covered under the warranty as “The product or order has arrived damaged / handled”.

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