Refund & Returns

Please keep in mind that we can't ensure an exact color match. Your toy's hue might differ from what you see on your screen, often due to factors beyond our control. If your item's color isn't a perfect match with the image on Playful Heaven, it doesn't count as "false advertising." As for measurements, they're based on the manufacturer's data and might slightly differ from the real object. Rest assured, this info is the most accurate when a product is added to the site.

Toys or non-apparel items are neither exchangeable, nor returnable and if mailed in will be disposed of to comply with Health Code Regulations. This includes all kind of sex toys and bdsm gear as dildos, anal plugs, vibrators,  lubricants, cleaners, oils, storage bags, slings, masks, stabilizers, accessories etc. 

We strongly recommend reviewing all dimensions on products before purchase and having open communication with your partner about expectations as we do not offer satisfaction guarantees.

Even if a product is unused it is not returnable or exchangeable. We do this for the safety and care of our customers, so please select your items carefully. 

Plese understand that there are NO EXCEPTIONS.

Please take note that not all items have manufacturer seals due to varying practices. Yet, every single product we sell is entirely new. If your package arrives looking damaged or compromised, this occurred during transit. We don't permit returns, and customers handle defective items. Your understanding is appreciated.

If Playful Heaven provides a gift, it falls under a no-return policy. In cases of items labeled as gifts, our courtesy 30 day replacement policy does not apply. Should you encounter any issues with a gifted item, direct communication with the manufacturer is necessary. Additionally, it's important to bear in mind that no price adjustments will be permitted for further reductions on gift items. This policy ensures clarity and fairness for all customers.

If you've changed your mind about an order already shipped, please avoid refusing the package. Declined or unclaimed packages sent back to us will incur a 20% restockingfee. If a package seems to have been tampered with, proper disposal measures will be taken. To arrange the return of an unopened package:

• Keep the package sealed.
• Email us within 48 hours of delivery.
• We will get back to you again and will guide you through the process.
• Important: Replacements for missing packages aren't eligible for return or refund, regardless of the circumstances.

Incorrect Address: If a package can't be delivered due to inaccurate address details, a restocking and/ or reshipping fee will be applicable. Same time we are unable to change the shipping address, after it had sent out already.

If an item is found to be defective within 30 days of purchase, we will replace it with the same item. Contact us at return@playfulheaven.com to let us know of the issue. We will provide instructions on getting the product back to us. A contact to us is REQUIRED before return a product. We will not accept any return without a mail before. When emailing about a defect, please state the following information, your order number, found in the top right hand corner of your invoice OR your web confirmation number along with your name and the nature of the defect. Once we have received the defective item (the customer will be responsible for the cost of shipping the item back to us), we will promptly ship a new replacement to you free of charge once the return is received and processed. Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.