Refund policy

Overview

We want every order from PlayWell to feel considered and straightforward. Because many of the products we sell are personal in nature, returns and refunds are handled with clear expectations to protect both customers and product integrity.

Please review the policy below before placing an order.

Eligibility for Returns

Unused and unopened items may be eligible for return within 30 days of delivery, provided they meet the conditions outlined below.

Due to hygiene and safety considerations, intimate products, personal wellness, and sexual wellness products are final sale once opened. Return eligibility is always clearly indicated on the product page prior to purchase.

Nothing in this policy limits or waives any rights you may have under applicable state or federal law.

Non-Returnable Items

The following items are not eligible for return or refund once opened:

Personal wellness and intimate products
Items marked as final sale
Products that show signs of use
Items not returned in original packaging
Gift Cards

These limitations are permitted under California law when disclosed before purchase and do not apply to items that arrive defective, damaged, or materially different from their description.

Condition Requirements

To be eligible for a return, items must be:

Unused
Unopened
In original, intact packaging

Items returned outside these conditions may be refused or returned to the sender.

How to Initiate a Return

To request a return:

Contact our support team via email: Hello@PlayWellStore.com with your order number
Briefly explain the reason for the return
If eligible, we will provide return instructions

Return requests are reviewed promptly. We aim to respond within one business day.

Refunds

Once an approved return is received and inspected refunds are issued to the original payment method. Please note:

Processing times vary by payment provider
Shipping charges are non-refundable unless the return is due to our error

You will be notified via email once your refund has been processed.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or materially different from what was advertised, please contact us as soon as possible.

In accordance with California law, you are entitled to a repair, replacement, or refund at no additional cost. When applicable, return shipping will be provided.

We will always make it right.

Order Delays & Undelivered Items (California & Federal Law)

If your order is not delivered within the timeframe stated at checkout — or within 30 days if no delivery timeframe is provided — you must present proof that the utilized carrier performed an investigation into the missing shipment. Provide a copy of the investigations findings for a speedy refund to the payment method used at purchase.

If you choose to cancel an order due to delayed shipment, we will issue a prompt refund to the original payment method.

Order Cancellations

We will make every attempt to cancel an order, upon your request. However, cancellations are not possible.

Once your order items are pulled and sent to the warehouse to be packaged and shipped, your order becomes subject to the return eligibility rules outlined in this policy. The average product processing time is 16 hours. Some orders are processed and sent to the warehouse for shipment within minutes of receiving the order. Please email hello@playwellstore.com as soon as possible. If a cancellation is approved by PlayWell, we will issue a prompt refund to the original payment method.

PlayWell will accept or deny cancellation requests, in full or in part, at its own discretion.

Exchanges

At this time, we do not offer direct exchanges. If an item is eligible for return, a refund will be issued and a new order may be placed.

California Consumer Rights

If you are a California resident, you have specific rights under the California Consumer Legal Remedies Act (Civil Code §1750 et seq.), which protects consumers from unfair or deceptive business practices.

Nothing in this policy is intended to limit any rights afforded under California or federal law.

If you believe your rights have not been respected, please contact us so we can address the issue promptly.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.