Returns & Refunds Policy

Your Rights

We want you to be completely satisfied with your purchase. Under UK Consumer Rights Act 2015, you have the right to return most items within 14 days of receipt for a full refund. However, due to the intimate nature of our products, certain hygiene restrictions apply.

Returns We Can Accept

We will gladly accept returns and provide a full refund in the following circumstances:

Products that are unopened and in original sealed packaging within 14 days of receipt
Faulty or damaged items (within 30 days of receipt)
Items that are significantly different from their description
Non-intimate items such as books, games, accessories, or clothing (unopened within 14 days)
Incorrect items sent due to our error

Returns We Cannot Accept

For health, safety, and hygiene reasons, we cannot accept returns on:

Intimate products that have been opened, removed from packaging, or unsealed
Products where the hygiene seal has been broken
Used or worn items
Underwear, lingerie, or bodywear that has been opened
Pierced body jewelry
Products made to order or personalized items

These restrictions are in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which exclude items that can deteriorate rapidly or where hygiene considerations mean items cannot be returned.

Faulty or Damaged Items

If you receive a faulty or damaged item, we will provide a full refund or replacement. This applies even if the item has been opened or used. Please contact us within 30 days of receipt with:

Your order number
Photos of the faulty/damaged item
A description of the fault or damage

We may ask you to return the item to us before issuing a refund or replacement. Return postage will be refunded or we will provide a prepaid return label.

How to Return an Item

To initiate a return, please follow these steps:

Contact us at help@privateplaytime.co within 14 days of receiving your order
Include your order number and reason for return
Wait for our return authorization and instructions
Package the item securely in its original, unopened packaging
Send the item back to the address provided (you are responsible for return postage unless the item is faulty)
We recommend using tracked delivery for your protection

Please note: You are responsible for the cost of return postage unless the item is faulty, damaged, or we sent you the wrong item. We recommend using a tracked service as we cannot be held responsible for items lost in transit.

Refund Process

Once we receive your returned item and confirm it meets our returns criteria:

We will process your refund within 14 days
Refunds will be issued to your original payment method
You will receive an email confirmation once the refund has been processed
Please allow 3-5 working days for the refund to appear in your account
Original delivery charges are non-refundable unless the item is faulty or we made an error

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund (subject to our returns criteria) and place a new order for your preferred item.

Discretion & Privacy

We understand the importance of discretion. All returns should be sent in plain, unmarked packaging. When sending items back to us, please do not write anything on the outside of the package that identifies the contents or our company name.

Non-Delivery or Lost Parcels

If your order has not arrived within the expected delivery timeframe, please contact us at help@privateplaytime.co. We will investigate with our courier and either resend your order or provide a full refund if the parcel cannot be located.

Cancellations Before Dispatch

You may cancel your order for a full refund at any time before it has been dispatched. Please contact us as soon as possible at help@privateplaytime.co. Once an order has been dispatched, standard returns policies apply.

Questions or Concerns

If you have any questions about our returns policy or need assistance with a return, please don't hesitate to contact us:

Email: help@privateplaytime.co
Response time: We aim to respond within 24 hours during business days

This returns policy does not affect your statutory rights under UK law. Last updated: October 2025