Refund Policy

Refund & Return Policy

We want you to love your PlayHer. If something is wrong with your order, we will make it right.

30-DAY RETURN WINDOW

You may request a return within 30 days of delivery. To be eligible, the item must be in its original condition, with all included accessories and packaging, and must not have been modified.

To start a return, email support@myplayher.store with your order number and the reason for the return. We will reply with return instructions and a return address. Do not send any item back before contacting us — returns sent without an approved return authorization cannot be processed or refunded.

DEFECTIVE, DAMAGED OR INCORRECT ITEMS

If your PlayHer arrives damaged, defective, or is not the item you ordered, contact us within 30 days of delivery with your order number and a photo or short video showing the issue. We will send a free replacement or issue a full refund, at your choice, at no cost to you. You will not be asked to pay return shipping in these cases.

RETURN SHIPPING COSTS

For change-of-mind returns, the customer is responsible for return shipping. For defective, damaged or incorrect items, we cover the return cost.

ORDER CANCELLATIONS

Processing begins quickly after checkout. You may cancel your order within 1 hour of placing it by emailing support@myplayher.store. After that window the order may already be in fulfillment and cannot be cancelled — but it can still be returned once it arrives, under the 30-day window above.

MODIFIED OR TAMPERED DEVICES

PlayHer consoles are delivered pre-configured and tested to function as described. Any modification — including reformatting, reprogramming, firmware changes, or physical tampering — permanently alters the product and voids eligibility for return, refund, or replacement. Please contact support before attempting any change to the device; in almost every case we can solve the problem for you.

NON-RETURNABLE

  • Items returned more than 30 days after delivery
  • Items returned without an approved return authorization
  • Items that have been modified, reformatted, reprogrammed or physically tampered with
  • Items missing the original packaging or included accessories
  • Gift cards

REFUND PROCESSING

Once we receive and inspect your return, we will notify you of the outcome by email. Approved refunds are issued to the original payment method within 5–10 business days. Depending on your bank or card issuer, it may take an additional billing cycle for the credit to appear on your statement.

LATE OR MISSING DELIVERIES

If your order does not arrive within the time frames in our Shipping Policy, you are covered by our Shipping Guarantee — a free replacement or a full refund.

Questions about a return? Email support@myplayher.store and we will help.