Return & Refund Policy

Last updated: July 2, 2026

Thank you for shopping at Pleasure Palace, operated by United States Stores LLC. This policy explains our return eligibility requirements, return-shipping responsibilities, refunds, replacements, cancellations, and delivery-related claims.

This policy applies only to products purchased directly through pleasurepalace.us.

1. 30-Day Return Window

Most eligible products may be returned within 30 calendar days after confirmed delivery.

You must contact Pleasure Palace within the 30-day return period to request authorization. Products returned without prior authorization may be refused and may not qualify for a refund.

The return period begins on the date the shipping carrier records the order as delivered.

2. Return Eligibility

To qualify for a return, the product must generally:

• Be unused, unopened, and undamaged
• Be in new and resalable condition
• Remain in its original sealed packaging when applicable
• Include all original packaging, manuals, labels, accessories, and components
• Have a valid Return Merchandise Authorization, or RMA, number
• Be shipped according to the return instructions provided by Pleasure Palace

We may refuse a return or reduce the refund when a product is opened, used, damaged, incomplete, altered, contaminated, or returned in a condition different from when it was delivered, subject to applicable law.

Do not send a return to the manufacturer, supplier, fulfilment warehouse, or address printed on the original shipping label unless Pleasure Palace provides written instructions to do so.

Because we work with multiple suppliers and fulfilment partners, the correct return address may be different from the original shipping address.

3. Intimate and Personal-Use Products

For health, hygiene, and safety reasons, intimate and personal-use products cannot generally be returned after their packaging or hygienic seal has been opened.

This restriction may apply even when the product has not been used.

Please inspect the packaging and confirm that you received the correct product before opening any seal or retail package.

A normally non-returnable intimate or personal-use product may still qualify for assistance when it arrives damaged, defective, incorrect, incomplete, or materially different from what was ordered.

4. Non-Returnable Products

The following products are generally not eligible for return:

• Opened or used intimate, sanitary, or personal-use products
• Products with a broken or removed hygienic seal
• Opened lubricants, massage products, cosmetics, or body-care products
• Perishable products
• Hazardous materials, flammable liquids, aerosols, or gases
• Gift cards
• Downloadable or digital products
• Products marked “Final Sale” or “Non-Returnable”
• Products damaged through misuse, accidental damage, improper storage, unauthorized repair, modification, or normal wear
• Products missing original packaging, accessories, manuals, labels, or components

A normally non-returnable product may still qualify for assistance when it arrives damaged, defective, incorrect, incomplete, or materially different from what was ordered, or when a return or refund is required by applicable law.

5. How to Request a Return

Contact Pleasure Palace before sending any product back:

Email: info@pleasurepalace.us
Phone: +1 (888) 404-3006

Please include:

• Your full name
• Your order number
• The product and quantity being returned
• The reason for the return
• Whether the product packaging or hygienic seal has been opened
• Photographs or videos when the product is damaged, defective, incorrect, or incomplete

When a return is approved, we will provide:

• A Return Merchandise Authorization number
• The correct return address
• Packaging and shipping instructions
• Information about return-shipping costs
• Information about any applicable refund deductions or restocking fee

A return authorization is valid for seven calendar days after it is issued. The package must be handed to the shipping carrier during that period unless Pleasure Palace approves an extension in writing.

The seven-day RMA validity period is separate from the 30-day period available to request an eligible return.

6. Preparing and Shipping Your Return

Carefully package the product to prevent damage during transit.

Include all original packaging, accessories, manuals, labels, and components.

Clearly display or include the Return Merchandise Authorization number as instructed.

Use a trackable shipping service and retain your shipping receipt and tracking number until the return and refund have been completed.

Pleasure Palace is not responsible for customer-paid returns that are lost, delayed, or damaged because of:

• Inadequate packaging
• An incorrect return address
• An untrackable shipping method
• Failure to follow the provided return instructions

Returns sent without prior authorization or to the wrong warehouse may be refused, delayed, returned to the sender, or declared ineligible for a refund.

7. Return-Shipping Costs

Returns Caused by Our Error

Pleasure Palace will cover reasonable authorized return-shipping costs when:

• An incorrect product or variation was shipped
• A duplicate product was shipped
• The product arrived damaged or defective
• The order was affected by our addressing or fulfilment error

You must follow the return instructions provided by Pleasure Palace. Shipping expenses incurred without prior authorization may not be reimbursed.

Buyer’s-Remorse Returns

The customer is generally responsible for return-shipping costs when:

• The product is no longer wanted or needed
• The wrong product, size, colour, model, or variation was ordered
• The order was placed accidentally
• A cancellation was requested after warehouse processing began
• The product did not meet a personal preference but was accurately described and free from defects

Original shipping and handling charges are generally non-refundable for buyer’s-remorse returns.

When an order qualified for promotional free shipping, the actual outbound shipping cost incurred to fulfil the order may be deducted from the refund when disclosed during the return-authorization process and permitted by law.

8. Restocking Fees

A restocking fee of up to 20% of the product price may apply to an approved buyer’s-remorse return.

The fee may depend on:

• The product category
• The product’s condition
• The condition of the retail packaging
• Missing packaging or included materials
• Supplier or warehouse return requirements
• Inspection, repackaging, and return-processing costs

When applicable, the amount of the restocking fee will be disclosed during the return-authorization process before you ship the product.

No restocking fee will be charged when an approved return results solely from an incorrect, damaged, defective, or incomplete product supplied by Pleasure Palace.

9. Damaged, Defective, Incorrect, or Incomplete Products

Inspect your order promptly after delivery.

Contact Pleasure Palace as soon as possible, preferably within 48 hours after delivery, when a product arrives damaged, defective, incorrect, or incomplete.

Prompt reporting helps us document the issue with the shipping carrier, fulfilment warehouse, or supplier.

Please provide clear photographs of:

• The product and reported problem
• The outer shipping package
• The shipping label
• The internal packaging
• Any damaged, incorrect, or missing components

Video evidence may also be requested when reasonably necessary to verify the issue.

Keep the product and all original packaging until we provide written instructions.

Do not discard, repair, modify, return, or dispose of the product without authorization.

Depending on the circumstances and product availability, we may offer:

• Replacement parts
• A replacement product
• A refund
• Another appropriate resolution

There will be no additional shipping charge for an approved replacement resulting from damage, a defect, or our fulfilment error.

Failure to report an issue within 48 hours does not eliminate any rights that cannot legally be waived, but it may affect our ability to verify the issue or submit a shipping-carrier or supplier claim.

10. Exchanges and Replacements

We generally provide direct replacements only for products that arrive damaged, defective, incorrect, or incomplete.

Replacement availability is not guaranteed.

When an identical replacement is unavailable, we may offer:

• A comparable replacement
• Store credit
• A refund
• Another appropriate resolution

For preference-based changes involving size, colour, model, or another variation, the original eligible product must generally be returned and a new order placed.

Opened intimate or personal-use products cannot generally be exchanged for a different model, size, colour, or variation.

11. Refund Processing

After an authorized return is delivered, we will inspect it and notify you whether the return has been accepted or rejected.

We generally complete inspections within three business days after receiving the return.

Approved refunds are normally issued to the original payment method within seven business days after the return is accepted.

Any authorized deductions, including non-refundable shipping charges or an applicable restocking fee, will be explained in the refund confirmation.

After Pleasure Palace issues a refund, your bank, card issuer, PayPal, or payment provider may require additional time to post the credit. This additional processing time is controlled by the payment provider.

Refunds normally cannot be issued to a different card, bank account, or payment method unless required by law.

12. Late or Missing Refunds

When you have received a refund confirmation but cannot see the credit:

1. Check your bank or payment account again.
2. Contact your credit-card company or payment provider.
3. Contact your bank to determine whether the refund is pending.

After completing these steps, contact info@pleasurepalace.us with your order number and refund-confirmation information if the credit is still missing.

13. Order Cancellations and Modifications

You may request to cancel or modify an order before it enters warehouse processing.

We process orders quickly, so cancellations, product changes, and shipping-address changes cannot be guaranteed after an order is submitted.

Once an order enters processing or shipment, it may need to be handled as a return under this policy.

Contact us immediately:

Email: info@pleasurepalace.us
Phone: +1 (888) 404-3006

A cancellation or modification is confirmed only after you receive written confirmation from Pleasure Palace.

14. Shipping Delays and Unavailable Products

We make reasonable efforts to ship orders within the timeframe displayed or communicated at the time of purchase.

When we cannot ship an order within the promised timeframe, we will provide an updated shipping estimate and any cancellation or refund options required by applicable law.

If you do not agree to an applicable delay, you may cancel the affected unshipped product for a full refund.

If a product becomes unavailable and cannot be fulfilled, we may cancel the affected product and issue a full refund to the original payment method.

15. Refused, Undeliverable, or Returned Shipments

An order may be returned to the sender because of:

• An incorrect or incomplete address provided during checkout
• Refusal of delivery
• Failed delivery attempts
• Failure to collect the package
• Failure to respond to the shipping carrier
• An address the carrier cannot safely access

Unless the return resulted from an error by Pleasure Palace or the shipping carrier, the order may be treated as a buyer’s-remorse return.

Any eligible refund may be reduced by:

• Actual outbound shipping and handling charges
• Return-shipping charges assessed by the carrier
• Address-correction or non-delivery fees
• An applicable restocking fee disclosed during the return process

These deductions may apply even when the original order qualified for promotional free shipping.

We will contact the customer after the returned package has been received, inspected, and processed.

16. Lost or Delayed Shipments

When the expected delivery date has passed and tracking does not show delivery, contact Pleasure Palace as soon as possible.

We may open a carrier investigation or lost-package claim. Carrier investigations may require several business days to complete.

A package is not considered lost solely because tracking has temporarily stopped updating.

If the carrier confirms that a package was lost, we will offer an appropriate replacement, refund, or other reasonable resolution, depending on product availability, the order circumstances, and applicable law.

The customer may be required to cooperate with the carrier investigation or provide additional information.

17. Packages Marked as Delivered

When carrier tracking shows that an order was delivered but the package cannot be located, first check:

• Front, side, and rear entrances
• Garage or protected delivery areas
• Mailbox or parcel locker
• Mailroom or reception desk
• Household members
• Neighbours
• Carrier notices or delivery photographs

Allow up to 24 hours because some carriers may record delivery shortly before the package is physically delivered.

Contact the shipping carrier and Pleasure Palace as soon as possible, preferably within five calendar days after the recorded delivery date, if the package remains missing.

We may ask the carrier to investigate the delivery.

A refund or replacement is not automatically guaranteed when carrier tracking confirms delivery. The available resolution will depend on:

• The carrier’s findings
• Delivery documentation
• The order circumstances
• Applicable law

18. Manufacturer Warranties

Certain products may include a warranty provided by the manufacturer.

Warranty duration, exclusions, and available remedies vary by product and manufacturer.

When a manufacturer warranty applies, you may be directed to the manufacturer for technical support, repair, replacement, or another warranty service.

Manufacturer warranties are separate from this Return & Refund Policy and do not limit any rights that cannot legally be excluded.

19. Pricing or Product-Information Errors

We make reasonable efforts to keep product prices, photographs, descriptions, specifications, and availability accurate.

However, information supplied by manufacturers, distributors, suppliers, or other partners may occasionally contain errors.

If a material pricing or product-information error is identified before shipment, we may:

• Contact you for further instructions
• Cancel the affected product
• Issue a full refund to the original payment method

If an order affected by our material listing error has already shipped, we will provide appropriate instructions and cover authorized return-shipping costs when a return is required.

20. Policy Abuse and Fraud

We may refuse a return, replacement, or refund request when there is reasonable evidence of:

• Return fraud
• Product substitution
• Altered photographs or shipping documents
• False damage or non-delivery claims
• Repeated misuse of the return process
• Another attempt to abuse this policy

We may request information reasonably necessary to verify the order, customer identity, delivery, product condition, or claim.

Nothing in this section limits rights provided by applicable law.

21. Consumer Rights

This policy does not exclude, restrict, or limit any non-waivable consumer rights or remedies provided by applicable federal, state, or local law.

22. Changes to This Policy

We may update this policy periodically.

Changes will be published with a revised “Last updated” date.

The policy displayed at the time of purchase will generally apply to that order, except when a change is required by law or provides the customer with more favourable terms.

23. Contact Information

Legal business: United States Stores LLC
Customer-facing brand: Pleasure Palace
Email: info@pleasurepalace.us
Phone: +1 (888) 404-3006
Website: pleasurepalace.us

Customer Service hours:
Monday through Friday
9:00 AM–5:00 PM Pacific Time

Customer Service is closed on weekends and U.S. federal holidays.