RETURNS
*Please note that it is up to the customer to pay for the shipping of the item(s) back to our facilities.
Returns are only permitted up to 15 days following delivery. No exceptions can be made past that date. Returns can only be done based on the rules below.
Faulty Returns
If the products you have purchased from us are faulty, wrongly described or different from a sample shown, then we will meet our legal obligations in the country in which the products were purchased.
Pornhub Sex Toys
All sex toy items, even those that are unopened and unused, CANNOT be returned for a partial or full refund.
Intimates
Intimates (including underwear, bathing suits, leggings, sports bras etc) cannot be returned for any reason.
Change of Mind Returns
If you change your mind about the products you have purchased from us, we will refund the purchase price, or exchange those products, subject to the following conditions:
- Products purchased from Pornhub Apparel can be returned within 15 days of delivery by the customer;
- The returned items must not be underwear (ex: booty shorts or bra, leggings), pasties, sex toys or hand sanitizer;
- All items will be returned to the original forms of payment, otherwise an exchange can be issued * within 15 days of delivery;
- Items must be in original sale condition (unworn, unwashed, or otherwise unused with original tags/labels attached);
- You may be asked to provide personal details for returns or exchanges. These details will be used for the purpose of processing the return.
- Shipping costs may be refunded on faulty items only if the entire order is being returned and the customer provides proof of the shipping amount.
- Shipping cost is to be paid by the customer for returning the item(s) back to our facilities.
Exchanges
*Please note that it is up to the customer to pay for the shipping of the item(s) back to our facilities.
Apparel & Accessories:
Exchanges for the same item in a different size will not incur any additional charges, except the charge to send the item back, that cost must be paid by the customer. If the new item is a different product (including a different color) and there is a price difference you may need to pay the difference or receive a partial refund. Exchanges can be done up to 15 days of receiving item, anything past 15 days cannot be exchanged.
Pornhub Sex Toys:
If you opened the item and it is defective or if it is not the item you purchased, please contact us so we can resolve the issue for you.
Refunds
If you request a refund, the purchase price (excluding delivery charges for online orders) will be refunded to you using the original payment method.
You must begin filing a claim for items ‘lost in transit’ within 3 weeks of it being shipped and/or the last update. Past 3 weeks we can no longer process any request or provide any type of refund.
Change of address:
Once a package is shipped, we cannot change the delivery, please review your order and information before. The customer will need to contact their local carrier/carrier in the tracking link to see if it can be done. Any reshipped item will be charged on the customer’s end.
Returns Process
If you wish to return your purchased items, please follow the process below:
- Contact our customer support at store@pornhub.com to request a RMA number (Return Merchandise Authorization).
- You will receive an email with a return label to insert in your package.
- Pack the products you would like to return, print and insert your return label & post!
Once received, we’ll process the refund and notify you via email. Your refund will be credited back to you in the next 1-5 business days, depending on the payment method used to place your order.
If the item returned does not meet our Returns and Exchange Policy above your order will be sent back to you and no refunds will be processed.
Pornhub Sex Toys:
All sex toy items, even those that are unopened and unused, CANNOT be returned for a partial or full refund.