Refund policy
At Pleasure Haven, we are committed to ensuring your satisfaction with every purchase. If you experience any issues with your order, please refer to our policy below for assistance.
Change of Mind
Due to the intimate nature of our products, we do not offer returns or exchanges for change of mind. This ensures the highest hygiene standards for our customers.
Damaged, Faulty, or Incorrect Items
If you receive a product that is damaged, faulty, or incorrect, we’re here to help!
- Eligibility for Refund or Replacement:
- The product must be unused and in its original condition.
- Claims must be submitted within 14 days of receiving your order.
- How to File a Claim:
- Email us at welcome@pleasurehaven.com.au with the following:
- Order number.
- A description of the issue.
- Photos or videos clearly showing the problem.
- Resolution Process:
- After assessing your claim, we will:
- Offer a replacement or refund for faulty or damaged items.
- Arrange for the return of the incorrect item at no cost to you, if applicable.
Returns for Faulty Items
- For faulty products under warranty, we will provide instructions for returning the item.
- Shipping costs for returning faulty items will be covered by us.
Refunds
- Refunds will be processed to your original payment method within 7 business days of approval.
- Please note: Shipping costs are non-refundable unless the issue is due to our error.
Important Notes
- Hygiene and safety are our top priorities. We cannot accept returns or issue refunds for used products unless they are proven faulty.
- We reserve the right to deny a claim if the product does not meet the conditions outlined above.
Need Assistance?
If you have any questions or concerns about your order, please contact our friendly customer service team at welcome@pleasurehaven.com.au - we’re here to help!
