At Sex Toy India, customer privacy, product safety and satisfaction are extremely important to us. Because many of our products are personal, intimate or hygiene-sensitive, certain items cannot be returned once they have been opened, used or unsealed.

Please read this Return & Refund Policy carefully before placing an order.

1. Return Request Period

Customers must submit an eligible return, replacement or refund request within 7 calendar days from the date of delivery.

Requests submitted after seven days may not be accepted unless the product has a manufacturing defect covered under an applicable warranty or the customer has rights available under applicable Indian law.

2. Important Hygiene and Safety Policy

For hygiene and customer-safety reasons, intimate wellness products cannot be returned or exchanged once their packaging, safety seal or hygiene seal has been opened, removed, broken or tampered with.

A product will not be eligible for a change-of-mind return if it has been:

  • Opened, used, tested or washed
  • Removed from sealed or protective packaging
  • Returned with a broken or tampered hygiene seal
  • Damaged after delivery because of improper handling
  • Returned without its original packaging, accessories, manuals or labels

This hygiene restriction does not prevent customers from raising a genuine claim when a product is delivered damaged, defective, incorrect, incomplete, spurious or materially different from its website description.

3. Products Eligible for Return

A product may be eligible for return when:

  • It is unused and completely unopened
  • Its original safety or hygiene seal is intact
  • It is in its original packaging
  • All accessories, manuals, labels and complimentary items are included
  • A return request is submitted within seven days of delivery
  • The return is approved by our customer support team

Return eligibility may depend on the product category and the condition in which the product is received by us.

4. Non-Returnable Products

The following products are generally non-returnable for hygiene, health and safety reasons:

  • Opened or used adult wellness products
  • Products with broken, removed or tampered seals
  • Lingerie, underwear or intimate apparel that has been opened, worn or tried on
  • Condoms, lubricants, gels, oils, sprays, cleaners and similar consumable products
  • Products damaged due to misuse, improper storage or failure to follow instructions
  • Products without their original packaging or included accessories
  • Gift cards, promotional items and free gifts
  • Clearance or final-sale products, unless they are defective or incorrectly supplied

A defective, damaged, incorrect or misdescribed product may still qualify for a replacement or refund even if it belongs to a hygiene-sensitive category.

5. Damaged, Defective or Incorrect Products

Please inspect your order as soon as it is delivered.

When you receive a damaged, defective, incomplete or incorrect product, contact us within 48 hours of delivery where reasonably possible, and no later than seven days after delivery.

Please provide:

  • Your full name
  • Order number
  • Registered email address or mobile number
  • A clear description of the issue
  • Clear photographs of the product
  • Photographs of the outer packaging and shipping label
  • A short video showing the issue, where relevant

An unboxing video can help us process the request faster, but genuine claims will be reviewed using all reasonably available evidence.

Please do not use, charge, wash, repair or modify a product after discovering a defect. Continued use may affect our ability to verify the issue.

After verification, we may offer:

  • A replacement of the same product
  • An exchange for another product
  • Store credit
  • A full or partial refund, depending on the circumstances

The appropriate resolution will depend on the nature of the issue, product availability and applicable consumer-protection requirements.

6. How to Request a Return or Replacement

To submit a request, contact our support team through:

Email: sextoyindiainfo@gmail.com
WhatsApp: 92170 78549
Support Hours: 24/7

Your message should include your order number and the reason for the request.

Please do not ship a product back without receiving approval and return instructions from our support team. Unauthorised returns may be refused or delayed.

Once your request is approved, we will provide the available return-pickup or shipping instructions.

7. Return Shipping

When a return is approved because the product is damaged, defective, incorrect or incomplete, we will arrange or reimburse reasonable return shipping, subject to our instructions and courier availability.

For an approved change-of-mind return involving an unopened eligible product, return shipping charges may be deducted from the refund or paid by the customer.

Products must be packed securely to prevent damage during reverse transportation.

8. Product Inspection

Returned products may be inspected before a replacement or refund is approved.

We may verify:

  • Whether the product is unused
  • Whether the safety and hygiene seals are intact
  • Whether the original packaging is included
  • Whether all accessories and complimentary items are present
  • Whether the claimed defect or damage can be reasonably confirmed

A return may be rejected when the product has been used, altered, damaged after delivery or returned in a condition that does not meet the eligibility requirements.

This provision does not limit any rights available to customers under applicable law.

9. Refund Processing Time

Once a return is received, inspected and approved, the refund will normally be initiated within 5–7 business days.

Refunds for prepaid orders will be sent to the original payment method used during checkout.

For Cash on Delivery orders, approved refunds may be processed through:

  • Bank transfer
  • UPI
  • Another mutually agreed payment method

After we initiate the refund, the bank, card issuer or payment provider may require additional time to credit the amount to your account.

Customers should never share their card PIN, CVV, UPI PIN, OTP or online-banking password with our support team.

10. Shipping and Other Charges

Original shipping, Cash on Delivery, gift-wrapping or convenience charges are generally non-refundable for change-of-mind returns.

Such charges may be refunded when:

  • We delivered an incorrect product
  • The product arrived damaged or defective
  • The order was incomplete
  • The refund is required under applicable law

11. Replacement Availability

Approved replacements are subject to stock availability.

When the same product is unavailable, customers may be offered:

  • A similar product
  • Store credit
  • A refund to the original payment method

We will communicate the available options before processing the resolution.

12. Order Cancellation

An order may be cancelled before it has been dispatched by contacting our customer support team.

Once an order has been dispatched, cancellation may not be possible. The customer may refuse delivery where permitted, but shipping or return-to-origin charges may be deducted unless the cancellation results from an error on our part.

Orders containing personalised, specially sourced or final-sale items may not be cancellable after confirmation.

13. Discreet Return Handling

Customer privacy remains a priority during the return process.

Return requests are handled confidentially, and customers will receive discreet packing and return instructions wherever possible. Customers should avoid writing sensitive product details on the outside of the return package unless specifically instructed.

Courier handling and shipping labels may require basic sender, receiver and logistics information.

14. Warranty Claims

Some products may include a manufacturer or seller warranty.

Warranty eligibility, duration and coverage may vary by product. Damage caused by misuse, accidental damage, improper charging, unauthorised repairs or failure to follow the product instructions may not be covered.

Please check the relevant product page or contact our support team for warranty information.

15. Return Abuse and Fraud Prevention

We reserve the right to review or reject requests involving suspected fraud, repeated misuse, product substitution, false damage claims or manipulation of seals and packaging.

Any such decision will be made after reviewing the available order and product information and will remain subject to applicable consumer law.

16. Changes to This Policy

We may update this Return & Refund Policy to reflect operational, legal or regulatory changes.

The updated policy will be published on this page with a revised “Last Updated” date. The policy applicable on the date of purchase will generally govern the order, subject to applicable law.

17. Contact Us

For return, refund, replacement or cancellation assistance, contact:

Sex Toy India
Website: sextoyindia.co.in

Frequently Asked Questions

Can I return an opened adult wellness product?

Generally, no. Adult wellness products cannot be returned after the packaging or hygiene seal has been opened due to hygiene and safety reasons.

However, you can contact us if the product was delivered damaged, defective, incorrect, incomplete or materially different from its description.

How many days do I have to request a return?

Eligible return requests must be submitted within seven calendar days from the date of delivery.

What should I do if my product arrives damaged?

Contact us within 48 hours where reasonably possible. Share your order number, photographs of the product, outer packaging and shipping label, along with a description of the damage.

Is an unboxing video compulsory?

An unboxing video is helpful and may make verification faster. However, we will review genuine claims using all available evidence.

How long does a refund take?

An approved refund is normally initiated within 5–7 business days after inspection. Your bank or payment provider may require additional time to credit the amount.

Can I exchange a product because I changed my mind?

A change-of-mind exchange may be considered only when the product is eligible, completely unopened and has an intact safety or hygiene seal. Approval is not guaranteed for hygiene-sensitive products.

Are returns handled discreetly?

Yes. Return and replacement requests are handled confidentially, and discreet return instructions are provided wherever possible.