Refund policy

Please review our refund, return, and cancellation terms before placing your order with Lusttoyz.

Your Satisfaction & Safety Matter

At Lusttoyz, we aim to provide accurate product information and quality intimate products.

Due to the personal and hygienic nature of these items, certain return restrictions apply once a product has been opened, unsealed, or used.

1. Hygiene & Final Sale Policy

For health, hygiene, and customer safety reasons, intimate or personal-use products generally cannot be returned or exchanged once they have been opened, unsealed, worn, inserted, or used, unless the product is confirmed to be defective or we have made an error with your order.

We normally cannot accept returns for:

Opened, unsealed, or used intimate products
Products removed from sealed protective or hygienic packaging
Items that have been altered, modified, damaged, or misused
Products showing signs of use or improper handling
Returns requested solely because of personal preference or subjective experience

These hygiene restrictions do not prevent customers from contacting us about products that arrive defective, damaged, incorrect, or otherwise affected by an order fulfillment issue.

2. Defective Products

If you believe your product has a manufacturing defect, please contact us within 3 days of delivery.

Please provide:

Your order number
A clear description of the problem
Photos or video clearly showing the defect or malfunction
Any additional information reasonably needed to verify the issue

Once we review the information provided, we may offer an appropriate resolution such as:

A replacement product
A partial refund
A full refund
Another suitable resolution agreed with the customer

Please do not return a defective product unless our customer service team has instructed you to do so.

Unauthorized returns may not be accepted or reimbursed.

3. Incorrect, Missing or Shipping-Damaged Items

If you receive the wrong product, an incomplete shipment, or an item that has been visibly damaged during transportation, please contact us within 3 days of delivery.

To help us investigate the issue quickly, please provide clear photos of:

The product received
The shipping package and shipping label
Any visible damage to the outer or inner packaging
The damaged area of the product, when applicable

We will review the information and, where necessary, investigate the shipment with the carrier before providing the appropriate solution.

4. Non-Returnable Situations

Unless required by applicable law or related to a verified defect or fulfillment error, we generally do not provide returns or refunds for:

Change of mind after purchase
Personal preference regarding shape, firmness, texture, or sensation
Dissatisfaction based solely on subjective performance expectations
Ordering an unsuitable size when accurate dimensions were provided on the product page
Minor color differences caused by lighting, photography, or screen settings
Small manual measurement variations, generally within approximately 2–3 cm where applicable
Damage caused by misuse, improper cleaning, improper storage, modification, or accidental damage

We strongly recommend reviewing the product description, dimensions, materials, functions, and compatibility information carefully before completing your purchase.

5. Order Cancellation

Orders may be cancelled only if the cancellation request is received before the order has been shipped or committed to final dispatch processing.

Because we process orders quickly, please contact us as soon as possible if you need to request a cancellation.

Before shipment:
We will make reasonable efforts to cancel the order and issue the applicable refund.

After shipment:
Once the parcel has been handed to the carrier or can no longer be stopped from dispatch, the order generally cannot be cancelled.

6. Approved Returns

In situations where Lusttoyz approves a physical return, the return must follow the instructions provided by our customer service team.

Unless otherwise agreed, approved return items must:

Be unused and in their original condition
Remain sealed where hygienic or protective seals are present
Include the original packaging and included accessories
Be returned using a trackable shipping method
Be sent only to the return address provided by our customer service team

Return shipping costs are generally the customer’s responsibility for approved non-defective returns.

When the return results from a verified defect, incorrect shipment, or other error attributable to Lusttoyz, we will determine the appropriate return arrangement.

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

7. Refund Processing

Once a refund has been approved, Lusttoyz will submit the refund to the original payment method.
Refund processing and posting times may vary depending on the payment provider, bank, card issuer, or payment platform.
In most cases, the refund may take approximately 3–20 business days to appear after processing, depending on the payment provider.

Lusttoyz cannot control the time required by banks, card issuers, or third-party payment providers to post an approved refund after it has been submitted.

8. Refund Method

Approved refunds will normally be issued to the original payment method used for the purchase.

For security and fraud-prevention reasons, we generally cannot redirect a refund to a different card, bank account, PayPal account, or other payment method.

9. Important Notice

By placing an order with Lusttoyz, you acknowledge that you have had the opportunity to review this Refund & Returns Policy before completing your purchase.

Nothing in this policy is intended to exclude or limit any consumer rights that cannot legally be excluded under applicable law.

Questions About a Return or Refund?

If you have a question about a product before purchasing, or need help with a defective, damaged, incorrect, or missing item, please contact the Lusttoyz customer service team.

Email: service@lusttoyz.com