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Please choose carefully before you commit to buying a product on our website. Due to health & hygiene reasons, we are unable to offer a refund or exchange for a change of mind on adult products; including lingerie.
At Kinky Playhouse, we offer a 6 month Warranty on faulty products, from the date of delivery. This warranty covers manufacturers and does not cover inappropriate use, accidental damage, or wear and tear.
Some of our premium branded products offer a 1+ year Manufacturers warranty on their products; extended warranty details are outlined in the product description on our website.
SUBMIT A REQUEST
We pride ourselves on providing quality, genuine products to our customers. If you believe you have received a product that is damaged or faulty, contact us to request a return. If the product is indeed found to be faulty, we will cover the cost of sending a new product back to our customer.
Customers must notify us within 6 months (or 1+year for extended warranty items) from the date of arrival of their product to be eligible for a replacement. If we cannot replace the product, we will offer you the option of a refund for the value of the product, or an equivalent store credit.
It is a common mistake for customers to return adult toys for replacement; however upon inspection, we find the problem was to do with the batteries. To help avoid this mistake, before you deem an adult toy to be faulty, we ask that our customers please ensure the batteries are working properly, by testing them on another product, and ensure the batteries have been inserted properly. You may be one of the lucky ones thanking us for this handy tip!
SUBMIT A REQUEST
Please include the following information in your request for a return:
- Your full name
- Your order number
- The reason why you are requesting a return
- Your instructions notifying us how you would like the issue resolved (for instance; a replacement, refund or credit).
We encourage our customers to obtain a tracking number for the parcel, so that the delivery can be traced.
Once our staff receive the faulty product back and confirm it is indeed faulty, we will initiate the appropriate action i.e. refund, replacement or store credit. You will be notified via email of our course of action. Replacement items will be posted within 5 working days' from the date we receive the faulty product.
Please Note: There are hygiene and health implications with adult goods; including lingerie and clothing. You would not want to receive anything less than pristine brand new items so we trust that you understand why we have to protect you and all of our customers with regards to the returning of adult products, and why we have crafted our Policy to meet this high standard.