Return, Refund and Exchange Policy

Return, Exchange & Refund policies

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 that are unopened and unused can be returned for a partial refund. We will deduct shipping costs and pick and pack costs of 25% of your purchase price. We will NOT accept opened or used sex toys for return.

Intimates

Intimates (including underwear, bathing suits, leggings, 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:

  1. Products purchased from Pornhub Apparel can be returned at any time by the customer;
  2. The returned items must not be underwear (ex: booty shorts or bra), lube or gift cards;
  3. All items will be returned to the original forms of payment, otherwise an exchange can be issued;
  4. Items must be in original sale condition (unworn, unwashed, or otherwise unused with original tags/labels attached);
  5. You may be asked to provide personal details for returns or exchanges. These details will be used for the purpose of processing the return.
  6.  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.
  7. 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. 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.

  1. We will need to see pictures and videos to verify the defect or the incorrect item.
  2. Once the pictures and videos verify there is a defect or an incorrect item, we will send you the necessary info on where to ship said item to be returned.
  3. Only once the item is received and verified will a replacement be sent out.

We do NOT refund defective devices, but we will replace them for the SAME product.

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. Passed 3 weeks we can no longer process any request or provide any type of refund.

Returns Process 

If you wish to return your purchased items, please follow the process below:

  1. Contact our customer support at store@pornhub.com to request a RMA number (Return Merchandise Authorization).
  2. You will receive an email with a return label to insert in your package.
  3. 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 items that are unopened and unused can be returned for a partial refund.
  • All items that are opened are opened and /or used (and not defective) cannot be returned for any reason.

Gift Cards:

  • All gift cards with proof of purchase can be refunded up to 90 days following purchase. Past that no exceptions or credits can be made.