RETURNS POLICY

  • 1 All products are brand new, shipped straight from the warehouse to the customer. Passionhouse will replace any product that Is deemed faulty or broken with an identical product and we offer a 12 Month manufacturer warranty* on products that have such warranty provided by the manufacturer
  • 2 12 months is calculated from the date in which you received the product.
  • 3 Not all products have a warranty. Due to the nature of adult products, we cannot accept returns unless the product is broken. Even if the item is "unused" we cannot take these products back.
  • 4 In the event we cannot replace the product, we will offer you the choice of a product of the same value, or provide a refund of the value of the product purchased.
  • 5 Passionhouse does not refund for change of mind and does not provide refunds for products purchased under the value of $30.
  • 6 If you think your product is faulty please do not hesitate to contact us via email at [email protected]
  • 7 Please note: Standard postage fees apply to all return orders (tracking number will be required as proof of lodgement). Where the return relates to a faulty item, the replacement product will be sent out to you, at no charge, within 5 working days from the date we receive the faulty product.
  • 8 Lingerie and Lubricants are excluded from exchange/return unless there is a manufacturing defect proven upon inspection. Passionhouse will not refund for change of mind, wrong colour, wrong size, due to hygiene reasons.

Troubleshooting tips :

In often cases, many returned products actually work fine when tested, but the batteries have not been inserted correctly. Before returning a faulty sex toy or product, we do please ask that our customers follow a few simple testing points as follows:

If your product is battery operated:

* Ensure you are using the correct batteries, Ensure battery case is screwed down tight, or clipped in properly.
* Ensure the batteries have been inserted correctly, ensure the batteries work in another device.
* Try new batteries
* Hold the power button for 3-5 seconds to turn on
* For potential travel lock, if there are multiple buttons, hold them simultaneously for 3-5 seconds to disable.

If your product is rechargeable:

* Ensure the product is fully charged
* Ensure the light (if any) is illuminating to show the product is connected to the charger
* Hold the power button for 3-5 seconds to turn on
* For potential travel lock, if there are multiple buttons, hold them simultaneously for 3-5 seconds to disable.

DELIVERY DISPUTES

In the case where a customer has claimed to have not received their order, we will conduct a 7-14 day investigation. We will make a determination on whether the goods were delivered or not based on our courier's evidence. It is usually the case that photos have been taken if a package was delivered without a signature.

We do our best to trust our customers, but if the delivery partner gives evidence that the package was delivered, we must then side with the delivery partner in most circumstances.

By shopping at Passionhouse, you agree to these terms.

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