Returns & Refund Policy
PlayWell Gear sells intimate and personal wellness products. For hygiene and safety, most opened items are final sale. We stand behind damaged, defective, or wrong shipments.
1. Final sale
We do not accept returns when someone changes their mind, or when packaging has been opened, on:
- Sex toys and intimate body-contact accessories
- Lubricants, oils, creams, and liquids
- Condoms and safer-sex items
- Wearables (lingerie, harnesses, apparel) once opened or tried on in a way that cannot be resold
- Batteries once opened
- Clearance or sale items marked final sale
2. What you can report
Within 7 days of delivery, email us if:
- The item arrived damaged
- The item is defective
- You received the wrong product
Email helpdesk@playwellgear.com with your order number, a short description, and photos or video.
3. Warranty
Some brands carry their own warranty. We may guide you to the maker when that is the right path. We still want the report within 7 days so we can help quickly.
4. Two shops
Items may ship from British Columbia or Toronto. We coordinate any approved replacement from the shop that fulfilled the item.
5. Local pickup
Pickup orders are checked before release. After pickup, the same final-sale and 7-day defect rules apply.
6. Refunds
Approved refunds go back to the original payment method. Shipping fees are not refunded when the return is not our error. Allow 5–10 business days after approval. Your statement shows JFP sales.
7. Exchanges
Exchanges are for defective or wrong items when the same item is in stock.
8. Cancellations
We can cancel an order only before it is processed or shipped. B.C. orders often move quickly, so cancellation is not guaranteed.