Exchanges and Returns
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<div class="pet-editorial-wrap">
<header class="pet-editorial-hero">
<span class="pet-editorial-label">Intimate products · Hygiene · Warranty</span>
<h1>Exchanges and Returns</h1>
<p class="pet-editorial-intro">
We explain when it is possible to return, exchange or request analysis of a product, taking into account the intimate nature of the items sold.
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<div class="pet-section">
<h2>Right of free resolution</h2>
<p>When purchasing online, the consumer has, as a rule, 14 days to exercise the right to free resolution, when this right is applicable.</p>
<p>The deadline starts from the day on which the customer, or a third party indicated by the customer, physically receives the order.</p>
<p>To initiate the order, the customer must contact us by email before returning any product.</p>
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<h2>Intimate products and hygiene</h2>
<p>As we sell intimate products, we do not accept returns of items that have been opened, used, tested or whose protective seal has been removed, when health, hygiene or intimate protection reasons are involved.</p>
<p>This rule applies, among others, to:</p>
<ul>
<read>vibrators;</li>
<read>suction stimulators;</li>
<read>masturbators;</li>
<read>anal plugs;</li>
<read>cock rings;</li>
<read>stimulators;</li>
<read>sex dolls;</li>
<read>lubricants;</li>
<read>intimate cosmetics;</li>
<read>lingerie or articles that come into direct contact with the body;</li>
<read>any product sealed for hygiene reasons.</li>
</ul>
<div class="pet-note">
<strong>Rule of thumb</strong>
If the intimate product has been opened, tested, used or had the seal removed, the return may be refused for hygiene reasons.
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<div class="pet-section">
<h2>When the return can be accepted</h2>
<p>The return can be accepted when the product meets all these conditions:</p>
<ul>
<read>was not used;</li>
<read>has not been opened when it is a product sealed for hygiene reasons;</li>
<read>is complete;</li>
<read>maintains original packaging, seals, accessories and manuals;</li>
<read>shows no signs of manipulation, use, damage or contamination;</li>
<read>is returned within the applicable deadline;</li>
<read>was previously authorized by Pleasure in You by email.</li>
</ul>
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<h2>Defective, damaged or wrong product</h2>
<p>If you receive a product that is defective, damaged in transit or different from what you ordered, contact us as soon as possible.</p>
<p>Include in the email:</p>
<ul>
<read>order number;</li>
<read>description of the problem;</li>
<read>photographs or video of the product;</li>
<read>photograph of the outer packaging, if there is transport damage;</li>
<read>photograph of the shipping label, if necessary.</li>
</ul>
<p>After analyzing the situation, we may propose replacement, repair, shipping of the correct product, refund or other appropriate solution.</p>
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<h2>Legal guarantee</h2>
<p>Products sold by Pleasure in You benefit from the legal guarantee applicable to consumer goods, in case of lack of conformity.</p>
<p>The warranty does not cover damage caused by incorrect use, drops, liquids, lack of maintenance, use contrary to the manufacturer's instructions, improper opening, normal wear and tear or poor handling.</p>
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<h2>Return costs</h2>
<p>When the return results from free resolution or purchase regret, the return shipping costs are borne by the customer, unless otherwise specified in writing.</p>
<p>When the return results from a store error, wrong product, damaged product or confirmed defect, the costs will be assumed by Pleasure in You, in accordance with the instructions sent to the customer.</p>
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<h2>Refunds</h2>
<p>When the refund is approved, it will preferably be made using the same payment method used for the purchase.</p>
<p>The processing time may vary depending on the bank, payment gateway or financial entity used.</p>
<p>The refund may not include shipping costs paid by the customer, except when the return is the result of a store error, confirmed defect or other legally applicable situation.</p>
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<h2>How to request an exchange or return</h2>
<p>Send email to <a href="mailto:prazeremti@gmail.com">pleasureemti@gmail.com</a> with the subject:</p>
<p><strong>Exchange or Return — Order #[ORDER NUMBER]</strong></p>
<p>Includes full name, order number, product in question, reason for the order and photographs, when necessary.</p>
<a class="pet-button" href="mailto:prazeremti@gmail.com?subject=Troca%20ou%20Devolu%C3%A7%C3%A3o%20%E2%80%94%20Order%20%23">
Request an exchange or return
</a>
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<p class="pet-footer-date">Last update: <strong>07/03/2026</strong></p>
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