退换货政策
⚠️ 卫生与安全须知（请阅读）
由于我们产品的私密性质（成人玩具），客户安全是我们的绝对优先事项。 Once a product's protective seal is broken or the packaging is opened, it is considered "used" and cannot be returned or exchanged under any circumstances, unless verified as defective. 所有已拆封的消耗品（名器、润滑液、避孕套）均属最终销售。
1. 退换货资格
🛑 瑕疵产品（我们的保障）
If you receive a defective item (e.g., internal motor failure, structural damage upon arrival), we will make it right.
Reporting Window: You must email us at [email protected] within 7 days of delivery.
Proof Required: Please provide a clear video demonstrating the defect. Photos alone may not suffice for mechanical issues.
Resolution: Upon verification, we will provide a free replacement or a full refund. We cover the return shipping costs for defective items.
Note on Soft Toys: Minor cosmetic variations (e.g., small air bubbles, slight mold lines) are normal by-products of the silicone manufacturing process and are not considered defects unless they affect functionality.
📦 Incorrect Orders
If we sent the wrong item, please notify us within 7 days. The item must remain unopened and sealed in its original packaging to be eligible for a free exchange.
🚫 Non-Returnable Items
Opened or used items.
Items removed from their original protective wrapping.
Consumables (Lubricants, cleaners, condoms).
2. Pre-Order Cancellation Policy
Pre-orders are special reservations made with manufacturers in Japan specifically for you. Therefore, cancellations affect our supply chain.
Before Cutoff Date: 100% Full Refund.
After Cutoff Date: Refund will be issued as 50% Cash back + 50% Store Credit.
Example: A $100 cancelled pre-order results in a $50 refund to your card and a $50 gift card for future use.
Bonus Points: Any promotional points earned from the pre-order will be revoked upon cancellation.
3. Return Process (RMA)
To ensure your return is processed quickly, please follow these steps:
Get Authorization: Contact Support ([email protected]) to get a Return Merchandise Authorization (RMA) number.
Note: Packages sent without an RMA will be refused.Pack Safely: Place the item securely in a shipping box. Do not stick labels directly on the product packaging.
Ship It:
Defective Items: We provide the shipping label.
Remorse Returns (Unopened): Customer pays shipping + insurance.
4. Refunds & Fees
Refunds are processed after the returned item arrives at our warehouse and passes inspection.
Restocking Fee: A 15% restocking fee applies to non-defective returns (e.g., unopened items returned due to change of mind).
Shipping Costs: Original shipping fees are non-refundable. If you received "Free Shipping" on your order, the actual cost of shipping we paid will be deducted from your refund amount.
Gift Cards: Refunds for orders paid via Gift Card will be returned to the Gift Card balance.
5. International Returns
For customers outside of Canada (USA & International):
Customers are responsible for return shipping costs and any potential customs duties/taxes associated with the return.
We cannot refund duties or taxes paid to your local customs authority.
❓ Frequently Asked Questions
Q: Can I return an opened product if I don't like it?
No. For hygiene reasons, we strictly cannot accept returns on opened items unless they are defective.
Q: What is considered a "Defect"?
Functional failures (e.g., motor doesn't turn on, toy is ripped upon arrival). Cosmetic marks inherent to silicone molding are not defects.
Q: How long do refunds take?
Once we receive your return, please allow 3-5 business days for inspection and processing. Your bank may take additional time to post the credit.
📞 Contact Support
If you believe your product is defective or have questions about a return:
Email: [email protected]
