Refund and Returns Policy

Overview

Our refund and returns policy lasts 15 days. If 15 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Eligible reasons for a refund:

Defective
If the product received has been damaged in shipment

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 15 days after delivery

Customs & Delivery

Responsibility

Please note that for international shipments, some destination countries may charge customs duties, import taxes, or handling fees upon arrival. These fees are assessed at the sole discretion of the destination country’s customs authorities and are not included in our product or shipping prices.

Pretty Playthings has no control over these charges and cannot predict their amount. Any customs or import fees incurred are the responsibility of the customer. We are not responsible for paying these fees, and refunds will not be issued if the customer refuses to pay local import duties. In some cases, carriers or customs agencies may destroy undeliverable packages rather than return them to the sender. Unfortunately, this is beyond our control, and no refunds or reimbursements (including shipping fees) will be provided in such instances.

Please ensure all delivery details — including full name, address, email, and phone number — are accurate. Orders with incorrect or incomplete information that prevent delivery may not be eligible for a refund, and shipping costs will not be refunded.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Items that cannot be returned

Yes, there are some products that cannot be returned. Products without their original packaging, which have been opened or that do not have their original seal. Lingerie products may not be returned, we strictly follow health and safety regulations. Damaged or incomplete products may not be returned.

In many cases the products include gift batteries, if the batteries do not work it does not mean that the product does not work, sometimes the gift batteries are discharged and the toy needs new batteries, in this case the product does not have a return.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shipping@prettyplaythings.com and send your item to: Calle Abastos, 13. Carmona (Sevilla) Spain, 41410.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: Calle Abastos, 13. Carmona (Sevilla) Spain, 41410.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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