Refund policy

Returns & Refunds Policy – Pleasure Heaven

At Pleasure Heaven, we care about your satisfaction and wellness. We offer a 14-day return policy for eligible items, giving you 14 days from the date you receive your order to request a return or refund in the event of a faulty or incorrect product.

Eligibility for Returns

Returns are only accepted under the following circumstances:

The product is faulty, damaged, or defective
The item received is not as advertised
The wrong size was supplied (where applicable)

Due to strict hygiene and health standards, Pleasure Heaven cannot accept returns for change of mind or for items that have been opened, used, unsealed, or are not in their original packaging and condition.

Conditions for Return

To qualify for a return:

Item must remain unused, unopened, and sealed in its original packaging
All labels, accessories, and documentation must be included
Proof of purchase such as an order number or receipt is required

Returns must be requested within 14 days of delivery. Items returned without prior approval will not be accepted.

Non-Returnable Items

We do not accept returns on:

Change of mind or incorrect product selection
Used, unsealed, or opened items
Clearance or sale products
Gift cards

All returns are managed in line with Australian Consumer Law, which does not require refunds for personal preference or incorrect choice.

How to Request a Return

To lodge a return request, contact our customer support team at:

📧 info@pleasureheaven.com.au

If your request meets the above criteria, you will receive instructions on how and where to send the item back. Please do not send returns without prior confirmation.

Return Shipping Costs

Customers are responsible for return postage and any associated insurance. We recommend a tracked or registered shipping method, as Pleasure Heaven cannot take responsibility for parcels lost or damaged in transit.

Damaged or Incorrect Items

Please check your order when it arrives. If you’ve received a defective item or the wrong product, notify us right away so we can assess the issue and organise a replacement or refund where appropriate.

Refunds

Once your return has been received and inspected, we’ll let you know if the refund is approved. Approved refunds are processed back to the original payment method within 7 business days.

Please allow extra time for bank processing. If more than 7 business days have passed after approval and your refund has not arrived, contact us at: