Refund policy

Return & Refund Policy

At Passion Playhouse X, we maintain the highest standards of hygiene and customer safety. Please read our policy carefully before making a purchase.

1. HYGIENE & SAFETY (IMPORTANT)

Due to the intimate nature of our products and for the protection of all our customers, we cannot accept returns or exchanges on any items where the original factory packaging or hygiene seal has been opened, broken, or tampered with. This is in accordance with UK health and safety regulations.

2. 14-DAY CHANGE OF MIND

Under UK Consumer Law, you have the right to change your mind. We accept returns for a full refund within 14 days of delivery, provided that:

  • The item is completely unopened and in its original, sealed retail packaging.

  • All accessories, chargers, and manuals are included.

  • The item shows no signs of handling.

Note: The customer is responsible for the cost of return shipping for change-of-mind returns.

3. DEFECTIVE OR DAMAGED ITEMS

We stand by the quality of our collection. If your item arrives damaged or has a manufacturer defect:

  • Contact us at info@passionplayhousex.com within 14 days of receipt.

  • Please provide your order number and a short video or photo of the issue.

  • Once verified, we will send a 100% free replacement immediately. You will not be charged for shipping on replacements.

4. DISCREET RETURN PROCESS

To protect your privacy, any authorized returns should be sent to our neutral fulfillment address. Please contact us for a Return Authorization before shipping your item. Our return address does not mention the store name or the contents to ensure your privacy remains intact.

5. REFUND PROCESSING

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are processed back to your original payment method within 5–7 business days.

6. CANCELLATIONS

If you need to cancel an order, please email us within 2 hours of placement. Once an order has been processed for shipping, it cannot be cancelled and must follow the standard return process.