PlayBlue Sex Toy Free Returns

You're Not Happy - We're Not Happy

PlayBlue do returns the easy way. You're not happy so we're not happy and we plan to make it right.

You'll notice that this is not a list of terms and conditions because that is not how we roll, we try our best to be fair and honest in all dealings and hopefully you'll see that our returns policy mirrors that.

The simplest way to get a return done is to fill out the Returns Request Form at the bottom of this page and we'll contact you with the next step. All we need to know is your name and email address preferably the same as on the order. Your order number if you have it which always speeds up the return. The products you wish to return and the reason for the return.

We'll then look at the order and process the return request and get back to you with the next step. Done!

30 Day - No Quibbles Returns

First off if you ordered in the last 30 days you have an automatic right with PlayBlue to return your order for a full refund. Just once the product is unused and unopened you can return to us no problem. This does not include intimate wear and liquids or condoms (see below). Just fill out the return request form at the bottom of this page.

180 Day - Free Returns

If you ordered in the last 180 days (6 months)  we offer a full PlayBlue guarantee. If your product breaks or is faulty in the first 180 days just fill out the return request below and we'll contact you with the next step. Again this does not include intimate wear and liquids or condoms.

Manufacturer Guarantee

Some brands like Satisfyer and Womanizer offer an extended guarantee and of course PlayBlue are happy to honour these too (within reason). If your product has an extended guarantee full details will be with the product. Just fill out the form below and we'll check it out for you and respond with the next step.

N.B. Manufacturer extended warranties will be helped with by PlayBlue within reason. We DO NOT manage multi-year warranties and will revert customers back to suppliers in these cases. For instance  5 year, 15 year and Lifetime warranties are offered by some brands but PlayBlue will assume this kind of warranty is between customers and the brands involved and will not get involved.

Lingerie & Intimate Wear Returns

This is the one big term and condition we have on returns - We want you to be happy with your purchases, but we also need everything we sell to be new and hygienic. You will understand the clothing we sell is of an intimate nature and because of this unfortunately we cannot accept returns for any clothes or lingerie. Only in this way can we ensure that all our lingerie is in perfect condition when we ship it to you. So please when ordering lingerie make sure you have read and reread and fully understand the size information. Any doubt please contact us.

Frankly any online store that accepts returns on Lingerie in my opinion is not a store I'd want to do business with. This in effect translates to Lingerie that may have been used (even a small chance) being resold and that is not what anyone wants. This is a problem we field very regularly but rest assured we are very strict on this rule as this for us is a reputation breaker. Even lingerie in boxes is not accepted on returns because they can all easily be opened and returned.

So just for clarity let me state it again NO Returns on Lingerie or Intimate Clothing, sorry.

Returns Exceptions

We really want to be fair and treat our customers with respect. But in some cases if we receive goods for return that are no longer fit for resale we will not be able to process a full refund, we will either offer to return the goods with a postage fee or we'll contact you and try to come to fair and mutual agreement that works for everyone. You will of course understand that we would never sell used goods which you would never want either I’m sure, but we do want to try to help you out too.

We don't accept returns for exchange or change of mind on the Mystery Box as these are priced and designed as a surprise random gift.

We also can not accept returns for single use products or products that come in packs or bottles like condoms, lubricants, oils, tenga eggs etc

And of course our biggest exception is the Lingerie rule listed above.

Cancelling Orders

We understand we all get caught up in the excitement of the moment and on reflection maybe wish we hadn’t. We have no problem cancelling orders and refunding the order up until they have been dispatched.

Once the order has entered dispatch we can't cancel the order as it has been packed and is probably in a van flying down the road. That is a bit of a downside in our super quick dispatch you really need to be quick to cancel an order.

You still of course retain the option to return the products back to us unused and unopened etc etc. Shipping orders back to us is I'm afraid at your own expense and we also retain the right to refund less the shipping fees we have paid which I’m sure you’ll agree is only fair.

To cancel an order call us or email us with your order number and we'll do the rest. Refunds will be paid back to the account you used to pay. This refund may take a couple of days for the bank to process though. We check emails very regularly but to ensure you get us before the order has been dispatched a call might be the best idea.

We of course can not process the return until we receive the order back and any delays in shipping the order back we can not be held responsible for, which is fair enough isn't it?

In-Store Purchases

For purchases made in-store at any of our stores the returns process is different. We have no guaranteed way to ensure that products or intimate wear we sell in-store has not been opened or used. 

We DO NOT sell secondhand items so we have a blanket policy of not accepting unwanted items purchased in store on return. This is the safest way to ensure that what we sell is always brand new. Any sex shop that does accept returns of in-store purchases is a store I'd never visit unless you want secondhand toys.

Obviously products still have all the legal protections for faulty or damaged products.


Please don't return any products to us before filling out the form below or calling us on (021) 427-9670 in business hours. Our warehouse or shops have no ability to process returns so returned products to us will not be processed and will be disposed of.

Filling In Returns Form

Please include your order number and an explanation of the problem in the comments. Once this form is received we will proceed with the return.


Returns Form