Request a return
Sign in with the email address used for your order. Open your order, select the items you wish to return and submit your request. We’ll review your request and send you further instructions.
No password needed. Sign in using the verification code sent to your email address.
Would you like an exchange?
Please mention your preferred size or item in the note with your return request. We’ll arrange the exchange with you.
Return deadline
Notify us of your return or exchange within 15 days after the last item in your order is delivered. After notifying us, you have a further 15 days to send the items back.
After your request
You will receive a confirmation that your request has been received. Within 24 hours (business days) you will be informed whether your return has been approved or declined.
If approved, you will receive a return label from us. It may arrive with your approval email or in a separate email shortly afterwards. Please wait until you have received your label before sending your return.
Print the label, attach it securely to the package, and cover or remove any old shipping labels. Drop off your parcel at a drop-off point of the carrier shown on the label. Alternatively, you may arrange home collection through your own account with that carrier, if available. Any collection charges are at your own expense. Keep your proof of postage and tracking number until we have confirmed receipt.
Return Costs
We charge a contribution towards return shipping costs, as shown below. The applicable amount is deducted when we process your refund. Return shipping costs are not charged for returns due to an error or defect attributable to Pleasurements.
| Country of return shipment | Carrier | Return shipping contribution |
|---|---|---|
| The Netherlands, Belgium, Luxembourg | PostNL | €12.50 |
| Germany | UPS Express Saver | €12.50 |
| Rest of Europe | UPS Express Saver | €30.00 |
| Rest of the World | UPS Express Saver | €50.00 |
Right of Withdrawal (Statutory Right)
In accordance with EU Consumer Rights Directive and Dutch consumer law, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
After notifying us of your withdrawal, Pleasurements allows you 15 days to send the product back. Once the return has been received and approved, we will refund the purchase amount, including the standard outbound shipping costs.
Please note: Return shipping costs are the responsibility of the customer, unless the return is due to an error or defect attributable to Pleasurements.
Return Period
Pleasurements extends the return notification period to 15 days after the last item in your order is delivered. This is the deadline to notify us, not the deadline for your parcel to arrive back with us. After notifying us, you have a further 15 days to send the items back. This extension does not limit your statutory rights. Requests outside the extended period may be accepted at our discretion.
Exception to the Right of Withdrawal – Erotic & Intimate Products
For erotic and intimate products, the right of withdrawal does not apply once the original packaging has been opened, in accordance with Article 16(e) of the EU Consumer Rights Directive (health and hygiene protection).
This applies to all erotic products sold by Pleasurements, including but not limited to vibrators, dildos, anal toys, cock rings, BDSM accessories, and other intimate items — regardless of brand or product line.
No return is possible once the packaging has been opened. This applies even if the product has not been used.
Products may only be returned if the packaging is completely unopened, unused, and fully sealed, with all original labels, seals, accessories, and documentation intact.
Exception – Technical Defects (2-Year Legal Warranty)
If a technical defect occurs within the statutory 2-year warranty period, you are entitled to have the product repaired or replaced. In such cases, please contact our service team using the email address under Questions below, with your order number and a description of the defect. The product will be assessed, and we will offer repair or replacement as appropriate. Refunds are not available for opened erotic products, even in the case of a warranty claim — only repair or replacement will be offered.
Condition of Returned Items
All returned items must be:
Unused and in original condition,
In original packaging,
Including all labels, seals, accessories, and manuals.
Items that are used, damaged, incomplete, or returned without original seals or labels cannot be accepted.
Lingerie and clothing must always be tried on over your own underwear. Items that show visible signs of improper fitting cannot be accepted for return.
Exchanges
You may request an exchange for another size or item, including when your original order was delivered correctly. Notify us within 15 days after the last item in your order is delivered, then send the items back within a further 15 days. The applicable return conditions and product exceptions also apply to exchanges.
Incorrect or Damaged Items
If you receive an incorrect or damaged item, please contact our service team as soon as possible using the email address under Questions below, including your order number and clear photos where applicable.
A replacement item will be shipped once the returned product has been received and inspected. If repair is possible, Pleasurements reserves the right to offer repair instead of replacement.
Refunds
Approved refunds are processed within 5–10 business days after receipt and inspection of the return.
Processing times may vary depending on the payment method and financial institution.
Purchases paid with a gift card cannot be refunded in cash.
Liability & Shipping
Pleasurements cannot be held liable for loss or damage to return shipments during transit. We strongly recommend securely packaging your return, preferably in the original box.
Any customs duties, import taxes, or charges for shipments outside the EU are non-refundable.
Questions?
If you are unsure whether your product qualifies for return or withdrawal, please feel free to contact us at:
service@pleasurements.com
Pleasurements reserves the right to amend this policy, especially in response to changes in legislation. We encourage you to review this page regularly. Continued use of our website constitutes acceptance of the most current version of these terms.
