Refund and Returns Policy

Problems or Returns

If you have a problem with a product or simply changed your mind and want to return it, we offer several options depending on the situation. Don’t forget that our Platanomelón brand products have a 1-year warranty, while other suppliers may have different warranty periods.

Problems

If there is a malfunction or issue with the product you purchased and it is still within the warranty period, you can request a refund or replacement. The most common situations with toys are:

• It doesn’t turn on or vibrate.
• It doesn’t charge when plugged in.
• It doesn’t have the specified functions, such as vibration modes, for example.
• Additionally, you can report a problem if the product is damaged, broken, or in poor condition (obvious damage, not cosmetic or minor defects due to the manufacturing process) or spilled (in the case of liquids such as lubricants or creams).

In any of the cases described above, simply send us an email indicating your order number (usually beginning with #CO…) and explaining the problem in detail. You can also attach photos or videos to illustrate the problem and expedite the process.

After receiving your request, we will evaluate it and contact you as soon as possible to perform verifications, if required, and generate an RMA to follow up on your case until a replacement or refund is issued, if applicable.

Returns

If you decided to return the product(s) you purchased, you may do so as long as the order was placed within 365 calendar days.

However, this does not apply to products that, due to their nature and in accordance with current quality standards, cannot be returned, such as intimate hygiene products, lingerie, or sex toys, except in the case of a technical defect detected before use. It also does not apply to any product that has been opened or the packaging tapes have been removed, except in the case of a technical defect detected during use.

Before making any returns, we ask that you contact us by email at hola@platanomelon.com.co, including the order number (usually beginning with #CO…), or by filling out the contact form.

After receiving and evaluating your request, we will offer you one of the following options, depending on your situation:

• Refund: You will receive the corresponding amount refunded through the same payment method.*
• Replacement: You will receive the same or similar product.
• Gift card: You will receive a gift card of the same value as the product you purchased so you can make another purchase on our website.
• Discount code: As with the previous option, a discount code will be used to redeem a purchase equivalent to the amount you previously paid.

*This option is not available in all cases and is subject to the terms and conditions of the product purchased, the shipping destination, and the payment method used. Ultimately, we reserve the right to choose the warranty compensation option applied.

Refunds for returns are processed within 14 business days of the request.

Returns of the product(s) result in a refund equal to the price of the returned product, less shipping costs. The refund also does not include return shipping costs, as long as the return is not due to a technical fault, or if the return is made within two months of the original shipping date. In all cases of returns, the customer will receive an email informing them of the cost of the return.

If the order consists of multiple packages, a return will be required for each package, with shipping costs applicable to each case.

If the reason for the return is a suspected fault that, after review, is not found, and the technicians verify that the product is working properly, the cost of the replacement product and handling fees will be charged to the payment method used by the customer for their purchase.