Return and refund policy

Return and refund policy

At Pleasure in You we want you to shop with confidence, discretion and security. This policy explains in which situations you can return a product, request a refund or activate the guarantee.

Right of free resolution

For purchases made online, the consumer customer can exercise the right of free resolution within 14 days from the day they receive the order, without needing to indicate a reason, in cases where this right is applicable.

To exercise this right, the customer must contact us via email at prazeremti@gmail.com, indicating:

• full name;
• order number;
• product you intend to return;
• reason, if you wish to indicate;
• photographs of the product and packaging, when applicable.

Once we receive your order, we will respond with return instructions.

Products that can be returned

Returns are accepted when the product:

• was not used;
• is complete;
• is in the original packaging;
• keeps all seals, plastics, labels and protections intact;
• is in resalable condition;
• is returned within the applicable legal deadline.

The product must be sent with all accessories, manuals, gifts and components included in the order.

Products that cannot be returned for hygiene reasons

Because we sell intimate products, we do not accept returns of products that have been opened, used, tested or whose protective seal has been removed, when health, hygiene or intimate protection reasons are involved.

This rule applies, among others, to:

• vibrators;
• suckers;
• masturbators;
• anal plugs;
• cock rings;
• lubricants;
• intimate cosmetics;
• lingerie or articles worn directly on the body;
• products sealed for hygiene reasons;
• any intimate product whose protective packaging has been opened.

If the product is sealed and shows no signs of opening, the order will be analyzed normally.

Defective, damaged or wrong product

If you receive a product that is defective, damaged in transit or different from what you ordered, you must contact us as soon as possible via email at prazeremti@gmail.com.

The request must include:

• order number;
• description of the problem;
• photographs or video of the product;
• photograph of the outer packaging, if there is transport damage;
• photograph of the shipping label, if necessary.

After analyzing the situation, we will be able to propose one of the following solutions:

• product replacement;
• repair, when applicable;
• sending the correct product;
• refund issuance;
• another solution agreed with the customer.

Legal guarantee

Products sold by Pleasure in You benefit from the legal guarantee applicable to consumer goods. The warranty covers any lack of conformity in the product, in accordance with the law.

The warranty does not cover situations resulting from:

• incorrect use;
• lack of hygiene or inadequate maintenance;
• damage caused by drops, liquids or mishandling;
• improper opening of the product;
• normal wear and tear;
• use contrary to the manufacturer's instructions;
• batteries, batteries or consumable accessories when the problem results from natural wear and tear.

Whenever possible, the customer must keep the packaging, manuals and proof of purchase.

Return costs

When the return results from free resolution or purchase regret, the return shipping costs are borne by the customer, unless otherwise specified in writing by Pleasure in You.

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.

We are not responsible for returns sent without prior contact or without following the instructions provided by the store.

Return status

After we receive the returned product, we will check its condition.

The return may be refused if the product:

• has been used;
• is open when it is a product sealed for hygiene;
• is incomplete;
• present damages caused by the customer;
• does not correspond to the product sold;
• is returned after the deadline;
• does not comply with the conditions of this policy.

If the return is refused, the customer will be informed by email.

Refunds

When the refund is approved, it will preferably be made using the same payment method used for the purchase.

The processing time may vary depending on the bank, payment gateway or financial entity used.

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.

Orders not picked up or refused

If an order is refused, not picked up or returned to origin for reasons attributable to the customer, we may deduct shipping, return, processing or other costs borne by the store from the amount to be reimbursed.

If the customer wants new shipping, it may be necessary to pay new shipping costs.

Order cancellation

If you want to cancel an order, contact us as soon as possible via email at prazeremti@gmail.com.

If the order has not yet been processed or shipped, we will attempt to cancel the shipment and issue a refund.

If the order has already been shipped, you will need to wait for delivery and follow the normal return process, where applicable.

How to request a return

To request a return, send an email to:

prazeremti@gmail.com

With the subject:

Return — Order #[ORDER NUMBER]

Include in the email:

• full name;
• order number;
• product to be returned;
• reason for the request;
• photographs, when necessary;
• indicate whether you want an exchange, replacement or refund.

We will respond with return instructions.