Returns & refunds

Playful Vibes · Customer care

Returns, without
the guesswork.

Changed your mind? You can request an eligible return within 6 calendar days after delivery. Here’s what to check and what happens next.

6calendar days
to request a return

First, a quick check.

✓

Unopened & unused

Change-of-mind returns must be unused, unopened, in the original packaging, with hygiene seals intact and all accessories included.

○

Opened intimate items

For hygiene reasons, intimate items with broken seals or signs of use aren’t eligible for change-of-mind returns.

!

Something isn’t right?

If your item arrives damaged, is defective, or is not what you ordered, contact us as soon as you notice the issue. We’ll review it and arrange an appropriate remedy.

Your rights still apply. Hygiene exclusions and our six-day voluntary return window do not limit mandatory consumer rights, including applicable longer cancellation periods or rights for faulty goods.

Three steps. Clear from the start.

  1. Send your request

    Use our contact page within six calendar days after delivery for a change-of-mind return. Include your order number, the item, and your reason for returning it.

  2. Get return instructions

    We’ll review the request and provide the appropriate address and next steps. Please wait for instructions before posting anything back.

  3. Return & review

    Pack the eligible item with its accessories. Once received and inspected, we’ll notify you of the outcome and issue any approved refund to the original payment method.

Before you send: the address on your parcel may not be the returns address. Contact us first to avoid sending your return to the wrong location.

The details, made simple.

How will I receive my refund?

Approved refunds are sent to the original payment method after the returned item is received and inspected. We’ll notify you of the decision. Your bank or payment provider may take additional time to show the refund.

Who pays for return shipping?

You are responsible for return shipping on eligible change-of-mind returns. If we supplied an incorrect or defective item, we’ll arrange an appropriate remedy without charging you return shipping. Original delivery charges are not refunded for change-of-mind returns unless applicable law requires it.

What should I send with my request?

Your order number, the item name, and a short explanation. For damage or defects, photos of the product or packaging may help. Please do not send intimate or identifying photographs.

What if an item is faulty after opening?

Contact us with the details. The hygiene restriction applies to change-of-mind returns; it does not remove your rights for faulty, damaged, or incorrectly supplied goods.

Can I cancel an order or ask for an exchange?

Contact us as soon as possible with your order number. We’ll check its fulfillment status and available options. Cancellation before dispatch or a direct exchange cannot be guaranteed. Any mandatory cancellation rights remain unaffected.

My refund hasn’t appeared. What do I do?

Check the original payment account and any processing information from your bank or payment provider. If you still need help, contact us with your order number and refund confirmation.

This page covers our voluntary returns and refunds process. Mandatory rights under the laws applicable to your order are not restricted by this policy.