Return Policy

1. Cancel or Change My Order

If you wish to cancel or change your order, you can do so if your order hasn’t been dispatched. If you decide to cancel your order, please contact us immediately with your order number.

Please be aware that we process and dispatch our orders swiftly, so please ensure you contact us promptly to ensure we’re able to stop your order prior to dispatch.

Please note that orders cancelled after a parcel has been picked and packed may incur a restocking fee.

2. Faulty, Damaged, Incorrect & Incomplete Item

Faulty Product

Pleasure69 Novelty Store takes great pride in supplying a huge range of sex toys and lingerie, and we have thousands of happy customers! Sometimes, our customers receive faulty products. If this happens we’ll immediately put things right.

If you believe you received a faulty product, please ensure you check the batteries first as the majority of products that don’t seem to be working are due to errors with batteries. Check the batteries are in the correct way, replace the batteries or recharge your toy. Also check if there is a Battery Tab included – if so, this little piece of paper needs to be removed before you use the item.

In the event that there is a fault with your product we will replace your item. To arrange this, please contact us with the details of your fault within 7 days. In the event that the same item is not available, we will give you a store credit to use towards purchasing other products from Pleasure69 Novelty  Store. Under no circumstances are returned products ever on-sold. They are returned to the manufacturer for fault analysis and replacement.

3. Can I Exchange a Product?

Due to the nature of adult products, we cannot accept exchanges on any product unless you received the wrong item by mistake, or the exchange is covered under consumer law. Please read our information carefully as we cannot exchange products that are too big or too small if the size is listed on site.

4. Product Warranty

Our warranty policy covers products for SEVEN days from the date of purchase. It covers faults and defects that occur due to manufacturing failure. Damage or faults that occur as a result of misuse, accident, or general wear and tear, are not covered by our warranty policy. If your product cannot be repaired, we will replace it with one that is of the same, or similar model. If a repair or replacement is not possible, we will provide a refund.