frequently asked questions:
returns
Follow the links below to read the answers to our frequently asked questions about returns. For more specific details, please be sure to read our returns policies - it is important that you read this document before making any returns.
If your question is not answered here, please contact us.
Questions:
- > Can I return items I have purchased to Possess Me?
- > How do I go about organising a return or exchange, including any refund?
- > What delivery policies do you have in relation to returns?
- > In what circumstances will you not approve a return?
- > What if my return is not approved and I wish to dispute this?
Answers:
Can I return items I have purchased to Possess Me?
Yes, you can return most items for any reason, but there are there are certain restrictions.
Note that for hygiene reasons our butt plugs and love eggs cannot be returned other than for manufacturing faults or damage during delivery.
Below is an overview of our returns policies. Follow the links in pink to read more detail about each, or read our returns policies, which we encourage you to read in full before starting any returns process.
- > general returns:
within fourteen (14) days of receipt of order - customer pays for delivery - > exchanges:
within fourteen (14) days of receipt of order - customer pays for delivery - > delivery damage:
within seven (7) days of receipt of order - delivery costs will be reimbursed to customer when return is received and approved by us - > manufacturing faults:
within sixty (60) days of receipt of order - delivery costs will be reimbursed to customer when return is received and approved by us
How do I go about organising a return or exchange, including any refund?
Please contact us to discuss returning or exchanging items you purchased from us. Once a return has been received by us and approved we will let you know and organise an immediate refund or replacement.
What delivery policies do you have in relation to returns?
In the case of general returns and exchanges you will need to pay any costs relating to returning items to us. You will not receive a refund for the cost of the initial delivery in the case of a general return or exchange unless this is due to an error on our end.
You may also need to pay an additional cost to us for delivery in the case of an exchange. We will be in contact with you when you are making arrangements for the exchange if there will be an additional cost to you.
In the case of returns made for the reason of manufacturing faults or damage during delivery to you, we will reimburse you for the cost of having the items returned to us once we have received the items and approved the return. This reimbursement will be up to the amount that you initially paid to have the items sent to you. We will need to see a receipt from you for this cost.
If items are returned for manufacturing faults or damage during delivery we will refund the amount you paid for initially having the items delivered to you. However, if you are exchanging the items you will not be refunded for this cost - instead the subsequent delivery of the exchanged items will not be charged.
When returning items to us in any circumstances you are responsible if they are lost in transit back to us. As such, we encourage you to take our insurance on any items you return to us. The organisation you deal with to arrange delivery should be able to provide insurance up to the value of the items being returned at a relatively low cost.
Read more detailed and important information about our returns policies.
In what circumstances will you not approve a return?
We will not approve a return in the following circumstances:
- > If items being returned are lost in transit to us. If this happens you will need to contact the organisation you arranged the delivery through to make an insurance claim if you organised insurance with them, which we strongly recommend.
- > If we fairly believe that the items have been damaged by inappropriate use or an accident on your part - learn more about appropriate use of our products.
- > If the period within which you can make a return to us has lapsed. In the case of general returns, exchanges or items damaged during delivery this is fourteen (14) days from when you received your order. In the case of returns for manufacturing faults or damage during delivery this is sixty (60) days from when you received your order. Returns or exchanges will not be accepted once these periods have passed. Learn more about these time limits.
- > For hygiene reasons we cannot accept a return or undertake an exchange of our butt plugs or love eggs, other than in the case of a manufacturing fault or damage during delivery.
If you send items to us to be returned and we do not approve a refund or exchange for one of the above reasons or another reason that it explained to you, the goods will be returned to you. You may be liable for the cost of the return in such circumstances.
To avoid this from happening, please contact us to discuss and make arrangements for a return prior to sending goods back to us.
What if my return is not approved and I wish to dispute this?
We will do our very best to resolve an issue of a return or exchange as fairly as possible. However, if Possess Me has not approved a return and you feel this is unreasonable, please do not hesitate to contact to contact Paypal in your country to discuss the issue.
All Possess Me payments are made via Paypal and they have a good dispute resolution service.
Additionally, if you paid via Paypal using a credit card, you can also raise any issues with your credit card provider.
