2. Returns, Refunds & Order Issues Policy
Last Updated: October 4, 2026
General Rule
Except where a remedy is required by applicable law or expressly authorized under this Policy, sales are final after shipment. Pleasure Sanctuary does not offer voluntary returns or exchanges for buyer's remorse, subjective dissatisfaction, ordering the wrong item, color, size, variation or quantity, finding a lower price elsewhere, or failing to review the product description before purchase.
Hygiene-Sensitive and Personal-Use Products
For health, safety, and hygiene reasons, intimate or personal-use merchandise generally is not eligible for voluntary return after it has been opened, unsealed, used, worn, inserted, applied, tested, contaminated, washed, cleaned, or materially altered. This includes products whose resale would reasonably create hygiene or safety concerns. Customers should inspect the shipment and verify the item, size, color, material, and other applicable details before opening or use. Mandatory legal remedies remain unaffected.
Damaged or Incorrect Product
Damage apparent upon receipt or receipt of an incorrect product must be reported to support@pleasuresanctuary.com within 24 hours after delivery for consideration under our voluntary order-issue procedure. No separate claim form is required.
Required Information and Evidence
Provide the order number, customer name/email, affected product/SKU and quantity, a clear description, and reasonably requested photographs of the shipping package, label, product packaging, and affected product. Serial/lot information or video may be requested where reasonably necessary.
Preserve the Product and Packaging
Retain the product, outer package, shipping label, product packaging, accessories/components, and relevant evidence until the matter is resolved. When reasonably avoidable, do not use, alter, repair, discard, destroy, contaminate, or return the item before receiving instructions.
24-Hour Period
A voluntary claim concerning damage apparent upon receipt or an incorrect item may be denied if submitted after 24 hours. This does not shorten any warranty, statutory remedy, or consumer right that applicable law does not permit us to shorten.
No Automatic Approval
A complaint, email, photograph, video, or other submission does not itself approve a return, refund, exchange, replacement, or credit. We will evaluate the circumstances and provide written instructions where appropriate.
No Unauthorized Returns
Do not return merchandise without prior written authorization. The address on a shipping package, invoice, manufacturer packaging, or carrier record may not be an authorized return address. Unauthorized returns may be refused or may create costs or delays for which we are not responsible to the maximum extent permitted by law.
Possible Resolutions
Where a claim is approved, the appropriate resolution may depend on the facts, product, law, warranty, supplier procedure, and availability. It may include replacement, exchange, refund, partial refund, store credit, replacement of a missing component, manufacturer/supplier warranty handling, or another legally appropriate remedy. No specific remedy is promised merely because a claim was submitted.
Manufacturing Defects
An alleged manufacturing defect is not automatically treated as a voluntary return. Depending on the product and circumstances, the matter may be handled through the manufacturer, supplier, distributor, warranty, or another legally required process. Misuse, improper cleaning/storage, unauthorized modification, accidental damage, incompatible accessories, improper charging, normal wear, or use outside the intended purpose generally is not a manufacturing defect.
Return-to-Sender
A refused, unclaimed, undeliverable, or return-to-sender package is not automatically an approved return or cancellation. Any voluntary refund/credit may wait until the authorized facility receives and inspects the goods. Where permitted, reasonable original shipping, return shipping/RTS, handling, and applicable restocking costs may be deducted. A voluntary refund may be reduced or denied if merchandise is opened, used, incomplete, contaminated, damaged, or otherwise unsuitable for resale.
Refund Method
Approved monetary refunds ordinarily will be issued to the original payment method when reasonably available, subject to processor/bank timing and applicable law. A refund confirmation does not control how quickly the customer's financial institution posts the credit.
No Duplicate Recovery
A customer may not knowingly obtain or retain duplicate reimbursement for the same transaction or loss, such as keeping both a merchant refund/replacement and a chargeback recovery for the same amount or merchandise where doing so would create an improper duplicate recovery. We may provide evidence of refunds, credits, replacements, or returns to authorized payment-dispute participants.
Fraud and Abuse
We may investigate materially false statements, fabricated evidence, intentional damage, product substitution, false non-delivery or wrong-item claims, missing-component claims contradicted by reliable evidence, refund abuse, duplicate recovery attempts, and unauthorized returns. Relevant evidence may be retained or shared with authorized processors, financial institutions, networks, insurers, carriers, fraud-prevention providers, law enforcement, courts, or other authorized parties as permitted by law. We may refuse future transactions for documented fraud or material policy abuse.
Chargebacks
Customers retain legitimate chargeback and billing-dispute rights. Pleasure Sanctuary may contest a dispute it reasonably believes is inaccurate, duplicative, misleading, or fraudulent and may submit relevant transaction, acceptance, fulfillment, delivery, communication, refund, replacement, and return records.
Non-Waivable Rights
Nothing in this Policy limits rights or remedies that cannot lawfully be waived, including applicable warranty or consumer-protection rights.
Contact
Pleasure Sanctuary
Operated by Hybrid Business Group LLC
801 E. Orangewood
Anaheim, California 92802
United States
Email: support@pleasuresanctuary.com