Refund policy

 

Shipping & Returns Policy

 


Welcome to Pleasura — a premium intimate wellness shop designed to bring comfort, safety, and joy into your personal life.

Below you’ll find clear and simple information about:

 

  • Shipping times

  • Order processing

  • Tracking

  • Returns & hygiene rules

  • Damaged or defective items

  • When refunds are possible

 


Our priority is your privacy, safety, and a stress-free shopping experience.

 

 

 

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Privacy & Packaging

 

 

  • All orders ship in 100% discreet packaging (plain box, no brand name).

  • Billing appears anonymously as “PLS*ONLINE STORE” or similar.

  • We never reveal product details to carriers.

 

 

 

 

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Order Processing Times

 

 

  • Orders are processed within 1–2 business days.

  • During high-volume periods (holidays), processing may take an additional day.

 

 

 

 

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Shipping Times (USA & Canada)

 

 

  • Standard Shipping (3–7 business days)

  • Expedited Shipping (2–4 business days)

  • Express Shipping (1–2 business days)

 


Please note: shipping time begins AFTER your order is processed.

 

 

 

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Tracking Your Order

 

 

  • Once your order ships, you receive an email with a tracking number.

  • Tracking updates may take up to 24 hours to appear.

 

 

 

 

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Can I Change or Cancel My Order?

 


Because of the nature of intimate products and hygiene requirements, orders cannot be changed or canceled once they are processed.

If you made a mistake, contact us ASAP — if your order is not packed yet, we will try to help.

 

 

 

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Returns & Refunds

 


 

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For hygiene and health protection, we can accept returns ONLY if:

 

 

  • the item is unopened,

  • the item is in original sealed packaging,

  • the product has not been used,

  • and returned within 30 days of delivery.

 


This applies to:

✔ Vibrators

✔ Couples’ toys

✔ Silicone / metal / ABS products

✔ Lubricants in sealed tubes

✔ Massage oils, creams, cosmetics

 

 

 

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We cannot accept returns for:

 

 

  • opened items

  • used items

  • items with removed hygiene seal

  • lubricants or liquids with broken seal

  • items damaged due to misuse

 


This is required by US hygiene regulations for intimate goods.

 

 

 

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If Your Item Arrived Defective

 


We will replace or refund defective products at no cost.


Please email us within 48 hours of receiving your order with:

 

  • your order number

  • a photo or video of the defect

 


We will respond within 24 hours.

 

 

 

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Refund Process

 


Once your return is approved and received:

 

  • Refund is issued to your original payment method

  • Processing time: 3–5 business days

 


Shipping fees are non-refundable unless the product arrived damaged or defective.

 

 

 

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Wrong or Missing Items

 


If your package arrived incorrectly, contact us within 48 hours and we will immediately send replacements.

 

 

 

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Lost or Stolen Packages

 


Pleasura is not responsible for packages marked as “Delivered” by the carrier.

However, we will help you file a claim and support package recovery.

 

 

 

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International Shipping

 


Available for selected countries.

Customs fees, taxes, and delays are the responsibility of the recipient.

 

 

 

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Questions? We’re Here to Help

 


Email us anytime: support@pleasura.us

We reply within 24 hours.