Return & Refund Policy

Last updated: 21 September 2026

At Passion Playhouse X, customer privacy, hygiene and product safety are extremely important. Please read this policy before purchasing.

This policy applies to purchases from Passion Playhouse X. Please contact us directly for all cancellation, return and refund enquiries.

Nothing in this policy limits your statutory consumer rights. Where mandatory consumer law provides greater protection, those rights apply.

1. Fourteen-day change-of-mind returns

For eligible non-defective products, tell us within 14 days after receiving the goods that you wish to cancel. You then have a further 14 days after notifying us to send them back.

Where goods from a single order are delivered separately, the statutory cancellation period runs from receipt of the last item where the applicable law requires this.

You do not need to give a reason. Email info@passionplayhousex.com with your order number, or other information identifying your purchase, and a clear statement that you wish to cancel.

2. Hygiene and intimate products

Certain sealed products are unsuitable for return for health-protection or hygiene reasons. These cannot be returned for change-of-mind purposes once their specific hygiene or protective seal has been broken after delivery.

This may include sex toys, intimate accessories, underwear, lubricants and other personal products where they were supplied with an appropriate hygiene seal and the legal exception applies.

Opening ordinary delivery packaging does not automatically remove your cancellation rights. A product is not automatically excluded simply because it is an adult or intimate product.

Hygiene restrictions do not affect your rights if goods are faulty, damaged, misdescribed or incorrect.

3. Condition of eligible returns

For goods not excluded for hygiene reasons, you may inspect them as you reasonably would in a physical shop.

Please return the goods:

• Complete with accessories, chargers, manuals and included components.

• Securely packaged, with original packaging where reasonably possible.

• Without handling or use beyond what is reasonably necessary to establish their nature, characteristics and function.

Where the law permits, we may deduct a reasonable amount for loss of value caused by excessive handling. We will explain any deduction.

Missing ordinary packaging does not, by itself, automatically remove statutory cancellation rights.

4. How to arrange a return

Email info@passionplayhousex.com with:

• Your order number or other proof of purchase.

• The product or products concerned.

• Whether you wish to cancel or report a problem.

• A description of any fault, damage, incorrect item or missing component, where applicable.

We will provide the appropriate return instructions and address. Contacting us first helps avoid delays; it is not an additional approval requirement for exercising your statutory rights.

Please use the return address we provide. Do not send goods to the address on your parcel unless we confirm that it is the correct return address.

Different items in the same order may need separate return instructions. Please do not combine them into one return parcel unless we confirm that this is appropriate.

A return destination may be in the UK or overseas, depending on the product. We will confirm the destination and applicable arrangements before you post anything.

Unless we arrange collection or another method, return goods by post, securely packaged, and retain proof of postage. Any return reference we provide helps us identify the goods but does not replace your statutory rights.

5. Return shipping costs

For eligible change-of-mind returns, you are responsible for the direct return postage cost where this responsibility was properly disclosed before purchase and the law permits it.

If we failed to provide legally required information about return costs, we will bear those costs where required by law.

For faulty, damaged, misdescribed or incorrect goods, we will cover reasonable necessary return costs where a return is required. Contact us so we can arrange an appropriate return method or agree reasonable postage costs.

We do not charge a restocking or cancellation fee.

6. Original delivery charges and free delivery

When an entire eligible order is cancelled under the statutory cancellation right, we will refund any amount paid for our least-expensive standard delivery option.

If you paid extra for a premium service, the difference above standard delivery is not refundable unless the law requires otherwise.

If your order had free delivery, we will not deduct our original delivery costs from your statutory cancellation refund.

For a partial return, any refund of original delivery charges will be assessed according to your statutory rights and the delivery charge actually paid.

7. Faulty, damaged, incorrect or missing products

Contact us as soon as reasonably possible if an item arrives faulty, damaged or incorrect, or if something is missing. Prompt contact helps us investigate and does not shorten your statutory rights.

Please describe the problem and provide photographs or a short video where reasonably appropriate and possible. For an electrical fault, a demonstration of charging or switching the item on may help.

We will discuss another reasonable way to assess the issue if you cannot provide suitable evidence.

Never send intimate photographs or footage of a product being used on a person. Stop using a product if you believe it is unsafe.

Depending on the circumstances and your statutory rights, the remedy may be a refund, repair, replacement or price reduction. Where the UK Consumer Rights Act 2015 applies, the short-term right to reject faulty goods is normally 30 days, with further rights available afterwards.

Any product warranty or guarantee is additional to, and does not limit, your statutory rights.

8. Bundles, kits and discounted products

For an eligible change-of-mind return of an entire bundle or kit, please return all included products, accessories and components. The hygiene rules in section 2 apply to relevant sealed products.

If only one component is faulty, damaged, incorrect or missing, contact us so we can arrange the appropriate remedy.

We will not automatically require the whole bundle to be returned when this is unnecessary or inconsistent with your statutory rights.

Refunds reflect the amount actually paid, including any applicable discount. Where a partial refund is appropriate, we will explain how it has been calculated.

Discounted products have the same statutory protections as full-price products.

9. Exchanges

We do not offer voluntary exchanges. You may return an eligible item and place a separate order for a different product.

This does not affect your statutory right to a repair or replacement where applicable.

10. Refunds

Refunds will normally be issued to the original payment method. We will not require you to accept store credit instead of a refund to which you are legally entitled.

For statutory change-of-mind cancellations, we will refund without undue delay. Where goods must be returned and we have not offered to collect them, we may withhold the refund until we receive the goods or evidence that you sent them back, whichever happens first.

The refund will be made no later than 14 days after that point.

If no goods need to be returned, or we have offered to collect them, the applicable statutory deadline runs from notice of cancellation rather than receipt of the returned goods.

We aim to process refunds within 5–7 business days once due, always subject to any shorter applicable legal deadline.

Refunds for faulty goods will be processed without undue delay and within the applicable statutory deadline.

Your bank, card provider or payment service may take additional time to display the refund. Our investigations will not extend a statutory refund deadline.

11. Order cancellations and delivery problems

To cancel before dispatch, contact us as soon as possible. We will try to stop fulfilment, but some orders may already be being prepared or dispatched. This does not remove any applicable cancellation or return rights.

If your parcel is missing, seriously delayed, damaged in transit or marked delivered but not received, contact us. We will investigate the delivery problem and provide the remedy required by law.

If a parcel is returned to sender, contact us to arrange the next step. We will explain any proposed redelivery cost before you agree to it.

A returned or refused parcel does not automatically communicate cancellation. Please also tell us clearly if you wish to cancel.

12. Optional cancellation notice

You may email us directly or use this optional notice:

To: Passion Playhouse X, PASSION PLAYHOUSE XXX LTD
Correspondence address: 111 Gloucester Road, Gloucester Road, Bishopston, Bristol, England, BS7 8AT
Email: info@passionplayhousex.com

I hereby give notice that I wish to cancel my contract for the purchase of the following product(s):

Product(s):
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Signature, only if sent on paper:
Date:

You do not have to use this template. Any clear statement communicating your decision to cancel is sufficient.

The address above is for correspondence and is not automatically the correct address for returning products.

13. Contact and company information

Email: info@passionplayhousex.com
Website: https://passionplayhousex.com

Passion Playhouse X is a trading name of PASSION PLAYHOUSE XXX LTD, a private limited company registered in England and Wales.

Company number: 16294413
Registered office: 111 Gloucester Road, Gloucester Road, Bishopston, Bristol, England, BS7 8AT

Please contact us for the correct product return address before posting goods. The registered office is not automatically the returns address.