How It Works
Step 1 – Log In
Log in to your account via the button on this page.
Step 2 – Select Items
Select the items you wish to return and indicate the reason.
Step 3 – Choose Your Preference
Make your choice: exchange for another item/size or refund.
Step 4 – Submit Your Request
Send your return request. You will receive a confirmation that your request has been received and is being processed.
Step 5 – Confirmation Process
Within 24 hours (business days) you will be informed whether your return has been approved or declined.
Step 6 – Return Label
If approved, you will receive a return label from us.
Step 7 – Send Package
Print the label, attach it securely to the package, and cover any old shipping labels. Hand over the package to the carrier indicated on the label.
Step 8 – Return Costs
We are required to charge a fee for returns. These costs will be automatically deducted from your refund.
| Country | DHL | PostNL |
|---|---|---|
| The Netherlands, Belgium, Luxembourg | – | €12.50 |
| Germany | – | €12.50 |
| Rest of Europe | €30.00 | – |
| Rest of the World | €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, you have an additional 14 days to return the product. 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 allows returns within 15 days of the delivery date — exceeding the statutory 14-day withdrawal period. Items returned outside this period may or may not 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 us at service@pleasurements.com 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 & Incorrect or Damaged Items
Exchanges are possible in the event of incorrect delivery or damage upon receipt.
Please contact us as soon as possible via email, 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.
