Refund policy
Thank you for your purchase at the LEO Plaisir boutique. If, for any reason, you are not entirely satisfied with an item, you may return it for a refund or exchange in accordance with the conditions set out below.
Important: This voluntary return policy applies in addition to the rights granted to you under Quebec's Consumer Protection Act (CPA). In the event of a conflict between this policy and your legal rights, your legal rights prevail.
1. Voluntary Return Period
Voluntary returns (change of mind) are accepted within 30 days of the date your order was received, subject to the conditions described in this policy.
2. Initial Shipping Fees
Initial shipping fees are non-refundable for an order that has already been shipped, except in cases where the contract is cancelled as a result of exercising a right provided under the CPA (see Section 10).
3. Return Shipping Fees for Voluntary Returns
You have the option of choosing your own shipping method to return your order to us. Alternatively, we can provide you with a return label, depending on your country of residence.
Canada: A flat rate of $14.99 + tax will be applied for return shipping fees. This amount will be deducted from your refund.
Outside Canada: A rate corresponding to the shipping costs paid by LEO Plaisir at the time of dispatch (minimum $15 CAD) will be applied for return shipping fees. This amount will be deducted from your refund.
Note: These fees also apply if a package is returned to us for any other reason, such as an incorrect address or failure to pick up the package within the timeframe set by the carrier.
4. Restocking Fees (Voluntary Returns Only)
A restocking fee of 5% of your total order applies to any voluntary cancellation or voluntary return of an entire order.
These fees do not apply in cases of contract cancellation exercised under the Consumer Protection Act (see Section 9).
We offer the option of recovering this amount as a store credit applicable to a future order. This credit is valid for 90 days from the date of issuance and may be combined with any other promotional code.
5. Exceptions — Opened Items (Final Sale)
For hygiene and safety reasons, opened items across the entire site are considered final sale and cannot be returned.
6. Defective Items and Legal Warranty
In accordance with Quebec's Consumer Protection Act, any item sold must be fit for normal use for a reasonable period of time. This legal warranty applies automatically and at no cost, independently of our voluntary return policy.
If you receive a defective item, including an opened item in the "Sex Toys & Accessories" category, please contact us so that we can proceed with an exchange or refund, depending on the circumstances.
After 30 days, you must contact the manufacturer directly for any issue related to a manufacturing defect. If you need help reaching them, feel free to contact us and we will provide their contact information.
7. Return Procedure
To initiate a return, contact us online at soutien.leoplaisir.com or by phone at +1 (866) LEO-8780. We will provide you with a return authorization number and instructions for sending the item back.
Please ensure the item is returned in its original packaging and in the same condition as when it was received. Items returned in a non-compliant condition may be refused. Due to the nature of our products, non-compliant items cannot be returned and will be destroyed. You will be informed of this decision before any action is taken on our part.
8. Refunds
Upon receipt and inspection of the returned item, we will process a refund. The refund will be issued to the original payment method used at the time of purchase within 10 business days. You will receive an email notification once the refund has been processed.
9. Exchanges
If you wish to exchange an unopened item, simply initiate a return for the original item and place a new order for the desired item.
10. Your Rights Under the Consumer Protection Act
As a consumer in Quebec, you benefit from rights provided under the Consumer Protection Act (CPA) that apply at all times, independently of our voluntary return policy. Here is a summary of these rights:
Cancellation for merchant's failure: If we have not provided you with a copy of the contract (order confirmation) containing all required information within 15 days of purchase, you may cancel the contract at no cost within a period of 7 to 30 days, depending on the case.
Non-delivery: In Canada, if you do not receive your order within 30 days of the expected delivery date (or 30 days after purchase if no date was specified), you may cancel the contract at no cost.
Refund: In the case of a legal cancellation, a refund of all amounts paid (including shipping fees) will be processed within 15 days. Reasonable return shipping costs are then our responsibility.
Legal warranty: All goods we sell are covered by the legal warranty, which applies automatically and at no cost. An item must be fit for normal use for a reasonable period of time.
Chargeback: If we do not refund you within the 15-day period required by law, you may request a chargeback from your credit card issuer within 60 days following this failure.
We are committed to ensuring your satisfaction and thank you for your understanding.
For any questions or concerns regarding our return and refund policy, do not hesitate to contact us online at soutien.leoplaisir.com or by phone at +1 (866) LEO-8780.
Specific Provisions for the European Union
This annex applies to consumers residing in a European Union (EU) member state, Norway, or Iceland. In the event of a conflict between LEO Plaisir's general return policy and the provisions below, these provisions prevail in accordance with Directive 2011/83/EU on consumer rights.
A.1 — Right of Withdrawal
In accordance with Directive 2011/83/EU, you have a period of 14 calendar days from receipt of your order to withdraw, without having to provide a reason. This right of withdrawal is in addition to our 30-day voluntary return policy described in the main policy.
To exercise your right of withdrawal, you may use the standard withdrawal form provided below (Section A.7), contact us online at soutien.leoplaisir.com, or send us any unambiguous written statement expressing your intention to withdraw. Simply returning the item, without a declaration, does not constitute a valid exercise of the right of withdrawal.
A.2 — Exception for Sealed Items (Hygiene)
In accordance with Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons and that have been unsealed after delivery.
Due to the intimate nature of our products, the majority of items sold on leoplaisir.com are delivered in sealed packaging. If you break the seal on the packaging, you forfeit your right of withdrawal for that item.
A.3 — Refund
In the event of withdrawal, we will refund you the full amount paid, minus shipping fees and customs charges.
The refund will be processed no later than 14 days from the date on which we were informed of your decision to withdraw. However, we may defer the refund until we have received the returned item, or until you have provided proof of its shipment.
The refund will be made using the same payment method as that used for the initial transaction, unless you expressly agree to a different method. No additional fees will be charged to you in connection with this refund.
A.4 — Return Costs
In the context of exercising your right of withdrawal, the direct costs of returning the item are your responsibility, unless we have not previously informed you of this. You have 14 days from the date you communicate your withdrawal decision to return the item to us.
A.5 — Restocking Fees
The 5% restocking fee set out in the general policy does not apply to European consumers exercising their right of withdrawal under Directive 2011/83/EU. You can only be held responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and proper functioning of the goods.
A.6 — Legal Guarantee of Conformity
In addition to the right of withdrawal, you benefit from the legal guarantee of conformity as provided by the national legislation of your country of residence (transposition of Directive (EU) 2019/771 on the sale of goods). This guarantee covers defects in conformity existing at the time of delivery and which become apparent within a period of two years (minimum) from delivery of the goods.
In the event of a lack of conformity, you have the right to repair or replacement of the goods, and if this is not possible or is disproportionate, to a reduction in price or cancellation of the contract. This guarantee applies independently of our voluntary return policy and any mention of "final sale." To benefit from the legal guarantee, you must contact the manufacturer directly for any issue related to a manufacturing defect. If you need help reaching them, feel free to contact us and we will provide their contact information.
A.7 — Standard Withdrawal Form
(Please complete and return this form only if you wish to withdraw from the contract.)
To the attention of: LEO Plaisir, soutien.leoplaisir.com
I/We () hereby notify you of my/our () withdrawal from the contract relating to the sale of the following goods () / provision of the following service ():
Ordered on () / received on (): ____________________
Order number: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Date: ____________________
Signature (only required for paper notification): ____________________
() Delete as appropriate.*
Specific Provisions for the United States
This annex applies to consumers residing in the United States. It supplements LEO Plaisir's general return policy and clarifies your rights under federal law and the laws of your state of residence.
B.1 — Applicable Return Policy
Our general 30-day return policy applies in full to US customers, including return shipping fees and the 5% restocking fee as described in the main policy.
No US federal law imposes a general right of return for online purchases. However, LEO Plaisir commits to honouring the return conditions set out in this policy.
B.2 — Defective Products and Implied Warranty
In accordance with the implied warranty of merchantability recognized under the Uniform Commercial Code (UCC), any item sold must be fit for its normal use. If you receive a defective or misdescribed item, you are entitled to a refund, exchange, or repair, regardless of our final sale policy on opened items.
For any defective item, please contact us as soon as possible so that we can assess the situation and offer you a solution.
After 30 days, you must contact the manufacturer directly for any issue related to a manufacturing defect. If you need help reaching them, feel free to contact us and we will provide their contact information.
B.3 — Delivery Timeframes (FTC Mail Order Rule)
In accordance with the Federal Trade Commission (FTC) rule on remote orders (Mail, Internet, or Telephone Order Merchandise Rule), we commit to shipping your order within the timeframe announced at the time of purchase, or failing that, within 30 days of receiving the order. If we are unable to meet this deadline, we will notify you and offer you the option of either accepting a revised timeframe or cancelling your order with a full refund.
B.4 — Final Sale and Opened Items
Our final sale policy for opened items applies to US customers.
Note for residents of certain states: Some states, including California, require that non-refund policies be displayed prominently before purchase. LEO Plaisir complies with this requirement by clearly displaying final sale conditions on its website. If you reside in a state offering additional return protections, those protections prevail.
B.5 — Chargeback Rights
If you paid by credit card and believe that a transaction is disputed (item not received, item not as described, etc.), you may contact your credit card issuer to initiate a chargeback in accordance with the Fair Credit Billing Act. We nevertheless encourage you to contact us first so that we can resolve any situation promptly.
For any questions regarding these specific provisions, contact us online at soutien.leoplaisir.com or by phone at +1 (866) LEO-8780.