Refund & Return Policy

At Sex Toy India, we aim to provide accurate product information and assist customers with order-related issues.

This Refund & Return Policy explains how we handle requests involving damaged, defective, incorrect or unsuitable products, as well as cancellations and refunds.

Some products require special handling due to hygiene and safety considerations. These conditions do not override applicable consumer protection rights.

A return, replacement or refund may be considered when:

• The delivered product is damaged or defective.
• You received a different product from the one ordered.
• The product is materially different from its advertised description or agreed specifications.
• Items are missing from the order.
• Another remedy is required under applicable consumer protection law.

The appropriate resolution may include a replacement, return, refund or another legally available remedy, depending on the circumstances.

For hygiene and safety reasons, opened, used or unsealed intimate-use products may not be eligible for discretionary change-of-mind returns.

Where a product is defective, damaged, incorrectly supplied or otherwise covered by applicable consumer protection rights, we will review the request regardless of these change-of-mind restrictions.

Please contact support before returning any item so that suitable handling instructions can be provided.

If you receive a product that appears damaged, defective or unsafe to use, please contact our support team as soon as reasonably possible.

For your safety, do not continue using a product that you believe is defective or unsafe.

When contacting us, it is helpful to include:

• Your order number.
• The product name.
• A description of the problem.
• Relevant photographs or video, if available and appropriate.

We may request further information reasonably necessary to assess the issue and determine a suitable resolution. Evidence requests will not remove any rights available under applicable law.

If your parcel contains the wrong product or an item is missing, please contact our customer support team.

Include your order number and explain which products were received or missing.

After checking the order details, we will communicate the appropriate next steps and available remedies.

To request assistance with a return, replacement or refund:

1. Visit our Contact Us page.
2. Select the appropriate enquiry type and include your order number.
3. Explain the issue and provide relevant supporting information.
4. Our support team will review your request and communicate the next steps.
5. If a return is required, follow the return instructions provided by our team.

Please do not send products to an unconfirmed return address. Contact support to obtain the appropriate return instructions.

If you wish to cancel an order, please contact our customer support team as soon as possible.

Orders that have not yet been dispatched may be easier to cancel. Once an order has been dispatched, cancellation may depend on the delivery status and applicable conditions.

Submitting a cancellation request does not automatically cancel the order. Our team will confirm its status.

Refund handling depends on the payment method used and the circumstances of the order.

If a refund is due, we will arrange it in accordance with the applicable terms and consumer protection law. Bank or payment-provider processing may affect the time taken for funds to appear in your account.

Where applicable, any refund of delivery charges or other fees will be addressed as part of the resolution.

If you have already paid for a Cash on Delivery order and an eligible refund is approved, our team will arrange a suitable refund method with you.

If a COD order is cancelled before any payment has been collected, there is ordinarily no payment amount to refund.

For your security, we will never ask you to share an OTP, card PIN or account password to receive a refund.

Responsibility for return shipping costs depends on the reason for the return and applicable consumer rights.

Any shipping arrangements or charges will be communicated before an authorised return is arranged.

Nothing in this policy removes or limits any statutory rights or remedies available to customers, including those relating to defective products, incorrect descriptions and unfair trade practices.

Return restrictions for hygiene or change-of-mind reasons do not override remedies required by applicable law.

For more information about website purchases and customer responsibilities, read our Terms & Conditions.

If you have any questions regarding cancellations, returns, replacements or refunds, please contact our support team through our website.