Refund policy
Do you have a refund policy?
While we would love to accommodate returns and refunds, due to the intimate nature of the products we sell, it is not possible. For the health, safety, and peace of mind of our customers, any item designed to come into contact with any body part or fluid is strictly non-returnable and non-resalable—even if the box remains sealed. We DO NOT accept returns or resell any products that have been used or opened.
However, as part of our commitment to customer satisfaction, we will review all refund requests on a case-by-case basis. Please contact us with your query, and we will advise you accordingly.
Once an order has been processed and shipped from our warehouse, the products are considered used and are therefore non-returnable. This policy applies to, but is not limited to:
- Vibrators and Dildos
- Douche/Enema Kits
- Anal Toys, Beads, and Plugs
- Vaginal Toys, Cock Rings, and Sleeves
- Gags and Ropes
Additionally, lubricants, massage oils, and condoms are non-returnable as they are packaged for single use.
Please DO NOT return any packages to the address listed on your parcel. That is a processing center, not a return facility. If there is an issue with your order, kindly contact us directly, and we will assist you.
I have received a defective item on delivery. What do I do?
We take great care to ensure that our products reach you in perfect condition. However, in the rare case that you receive a damaged or defective item, you have a 30-day window from the date of delivery to report the issue. Please contact us immediately if you receive an incorrect item, or if any parts are missing or defective.
What is the order cancellation policy?
All orders are final once placed. If you wish to cancel an order, please contact us immediately. We will do our best to cancel the order before it is processed. However, orders that have already been processed at our warehouse cannot be canceled. For any sizing-related queries, feel free to reach out to us for assistance; we can provide exact measurements upon request.
What is the standard warranty on products?
Most branded or 3rd party products, including AdultLuxe items, come with a standard 1-year manufacturing warranty from the date of delivery, unless otherwise specified. This usually qualifies for a replacement of the same or similar product. If in case a replacement product is not available, we will try to compensate in the form of a product for the similar value or offer you store credit/gift card for the original product value of your initial purchase.
If you receive a defective product upon arrival or encounter issues within the first 30 days of use, please get in touch with us. After the 30-day period, any issues should be addressed directly with the manufacturer.
We are happy to provide proof of purchase and any necessary documentation to support your warranty claim with the manufacturer's customer service team. Should you encounter any delays with the manufacturer or brand, we will assist you to the best of our ability to ensure a resolution.