Returns & Exchanges
Your satisfaction and safety are our highest priorities.
⚠️ Strict Hygiene Policy
Due to the intimate nature of our products and strict health and hygiene regulations, we cannot accept returns or exchanges on any opened or used products under any circumstances. Once the protective seal is broken, the sale is considered final.
We appreciate your understanding, as this policy ensures that every customer receives a brand-new, sanitary, and safe product.
Defective or Damaged Items (Warranty)
We stand by the quality of the Rose Toy. If your item arrives damaged or is found to be defective right out of the box (e.g., will not charge, motor does not turn on), we will gladly replace it at no cost to you.
- You must notify us within 14 days of the delivery date.
- We will require a short video or clear photos demonstrating the defect (e.g., showing the toy connected to the charger with no light indicator).
- Do not throw away the defective item or its original packaging until our support team has resolved your case.
Unopened & Sealed Items
If you have changed your mind and your order has already been delivered, we accept returns on unopened, factory-sealed items within 14 days of delivery.
- The item must be in its original, undamaged packaging with all tamper-evident seals fully intact.
- Customers are responsible for paying the return shipping costs.
- A 15% restocking fee may apply to cover initial processing and fulfillment costs.
How to Initiate a Return or Exchange
If your situation meets the criteria above, please follow these steps:
- Contact Us: Email our support team at [email protected].
- Provide Details: Include your Order Number (e.g., #RTG-12345), the name of the item, and a detailed description of the issue.
- Attach Evidence: If claiming a defect, attach the required photos or a short video.
- Wait for Instructions: Our team will review your request within 1-2 business days. If approved, we will provide you with a Return Merchandise Authorization (RMA) number and the return shipping address. Do not send items back without an RMA, as they will be rejected.
Cancellations & Order Modifications
We process orders extremely quickly to ensure fast delivery. If you need to cancel or modify your order (e.g., change the shipping address), you must contact us within 2 hours of placing the order. Once an order has been handed over to our shipping carrier, it cannot be canceled or modified.
Refund Process
Once your authorized return is received and inspected at our facility, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days, depending on your bank.
Need Help With Your Order?
Our customer support team is ready to assist you with any issues.
Contact Support