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Return & Refund Policy
Return & Refund Policy
We support fast returns and exchanges in cases of defective products, incorrect delivery, shipping damage, or products that do not match what was committed. For sexual wellness products, this policy is designed to protect customer rights while ensuring hygiene and safety.
7 daysDeadline to contact us from the date of receipt.
24-48 hoursResponse time after we receive complete information.
100% fee covered by shopThe shop covers the fee if the fault lies with the shop/manufacturer/carrier.
1. Cases eligible for return/exchange
inventoryWrong product delivered
Wrong model, wrong variant, or wrong quantity compared with the confirmed order.
warningDefect/damage
Product defective from the manufacturer or clearly damaged during shipping.
verifiedNot as committed
The item received does not match the information advised/confirmed before shipping.
2. Conditions for return/exchange
- Customer contacts us within 7 days from the time of successful delivery.
- The product still has its full box, seal, and any accompanying accessories/gifts.
- There is unboxing video or photos, plus photos of the defective/incorrect/damaged product, for the shop to check quickly.
- For sexual wellness products, the shop only accepts returns/exchanges when the product has not been used and the seal that directly contacts the body has not been broken, except in cases of confirmed manufacturing defects.
- Order information must match the phone number or order code used when ordering via the website/Zalo/hotline.
3. Cases not eligible for return/exchange
- The product has already been used, the seal has been broken, or the box/accessories/gifts are missing.
- The customer changes their mind after receiving the correct product, and the product belongs to a sensitive category requiring hygiene assurance.
- The product is damaged due to improper storage, being kept in an excessively hot/humid place, or unauthorized tampering with the packaging.
- No order information is available, or the necessary photos/videos for verification cannot be provided.
4. Return/exchange process
1Contact the shop
Send your order code/order phone number via Hotline/Zalo 0943.055.239.
2Provide evidence
Send unboxing photos/video, the product’s condition, and a description of the issue needing support.
3Shop verification
Our staff check the information and respond with a resolution direction within 24-48 working hours.
4Exchange/refund
The shop will guide you on returning the item, then exchange it for a new product or issue a refund based on the verification result.
5. Refund policy
Once a refund request is confirmed as valid, the shop will refund the product’s value using a suitable method: bank transfer, refund through the payment channel used, or a method agreed upon by both parties.
- Estimated refund time: 3-5 working days after the shop receives the returned item/complete verification information.
- If the fault lies with the shop, manufacturer, or carrier, the shop will cover the return/exchange cost as instructed by our staff.
- If the customer requests to exchange for a different product for personal reasons and the shop is able to assist, any shipping fee/price difference will be notified in advance.
Need to return/exchange or check your order?
Contact the shop as soon as possible to keep your return/exchange rights.