30-day postage paid returns
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          Return & Refund

          Enjoy a perfect after-sales policy !

          Get In Touch:

          (1) Email: service@sensual-toy.com (We respond within 24–48 hours, including weekends and holidays.)

          Tips Before Buying:

          At Sensual-Toy, we want you to have the best shopping experience possible. To help you make an informed decision, we provide detailed product descriptions, measurements, materials, and photos (or video). Please read the product descriptions, specifications, and usage instructions carefully before making a purchase, and please contact us at service@sensual-toy.com for more information about any product.

          What is your return policy?

          1. Due to the intimate nature of our products, we only accept returns on items that are unopened, unused, and in their original packaging with all seals intact. For hygiene and safety reasons, we cannot accept returns of opened or used intimate products. This ensures that every customer receives a brand-new and hygienic product.

          2. Once the package is opened, the products are considered used and therefore cannot be returned unless defective, subject to applicable law.

          3. If the return is due to the buyer's personal preference, such as no longer wanting the item or ordering the wrong size, color, or style, the product must remain unopened, unused, and in its original packaging. For eligible returns due to the buyer's personal reasons, we will deduct 20% of the payment amount, with a minimum deduction of USD 15. This deduction does not apply to defective products, incorrect items shipped by us, or situations where applicable law requires otherwise.

          4. If you plan to return a product, please show us pictures of the unopened package within 30 days of receiving your order by email. After we confirm the status of the package, we will provide you with a return address. Return shipping is at your own expense for returns due to personal reasons. We refuse to accept unauthorized returns and are not responsible for returns that are lost or stolen due to improper return arrangements. Our customer service team will typically process approved refunds within 10 business days after the returned package has been received and processed. Or you can keep the product and negotiate with our customer service team for a refund directly, subject to our approval and applicable law.

          5. Please allow up to 3–4 weeks for us to receive and process your return. If you have a question at any time regarding the status of your return, you can request an update at service@sensual-toy.com.

          30-DAYS RETURN POLICY        
          Reason Buyer Pay the Shipping Fee Seller Pay the Shipping Fee Photo Provided Exchange Available
          Dislike / Unsuitable (Unopened) Yes No Yes Yes
          Change Style / Color (Unopened) Yes No Yes Yes
          Shipping Wrong Items No Yes Yes Yes
          Quality Problem No Yes Yes Yes
          Customer-Caused Damage — No No No

          What if an item is defective or missing parts?

          If an item is found to be defective or has missing items or components within 30 days of receiving it, please contact us with the following information:

          (1) Order number, SKU of the item, and a brief description of the problem.

          (2) Clear photos or a short video showing the issue.

          After confirming the problem, we will send a replacement part (if available) or replace the entire item with the same product or another of equal value. Refunds or other remedies will be provided where appropriate or required by applicable law.

          Unsuccessful delivery:

          1. Parcel seized by customs: It is the buyer's responsibility to provide any required information or documentation for customs clearance where applicable. If your parcel has been held by customs, please contact the customs office or the carrier for assistance. Please feel free to contact us if you need any documents to clear customs (such as an invoice). Any responsibilities regarding unsuccessful delivery remain subject to applicable law.

          2. Status of shipment stagnated for a long time: If the tracking status has not updated for a long time, we advise you to contact your local carrier for more information. At the same time, we will ask our shipping agent to investigate what happened to your parcel. You can keep in touch with us until the parcel is delivered successfully.

          Delivery on the way:

          1. If the parcel is delivered unsuccessfully because of a wrong address provided by the buyer, or due to the buyer's mistake, we are not responsible for losses directly caused by the incorrect information, except where otherwise required by applicable law.

          2. If the parcel is sent to a wrong address because of our mistake, we can resend the parcel to you or offer you a refund.

          3. If the parcel is lost by the shipping company, please contact the delivery company and us for more details. We will assist in investigating the shipment and provide an appropriate resolution in accordance with applicable law.

          For all the above situations, please contact our customer service department with the relevant details for confirmation within 30 days of the expected delivery date or discovery of the issue, where reasonably possible.

          What if I want to cancel my order?

          1. To cancel your order, please contact us at service@sensual-toy.com within 24 hours of your purchase to request a free cancellation, provided the order has not entered a processing stage where cancellation is no longer possible or has already shipped.

          2. Orders are typically processed within 0–2 business days. Because order processing may begin quickly, we cannot guarantee that cancellation requests can be accommodated once processing has started.

          3. Once an order has been processed and shipped, it cannot be canceled. Please ensure your purchase is final before placing an order.

          4. After we issue an approved cancellation refund, it will typically take 3–7 business days for the refund to appear in your account, depending on your bank or payment provider.

          What if I receive the wrong product?

          If you believe we have shipped the wrong item, please contact us with the following information within 30 days of receiving it:

          (1) Pictures of the shipping label (the label is on the package).

          (2) Pictures showing the SKU on the product's plastic wrap bag or box.

          (3) Pictures of the entire package and the product.

          How To Return An Item

          1. To request a return, please contact our customer service team at service@sensual-toy.com before sending the item back. Our customer service specialists will respond within 24–48 hours to assist with the process and answer any questions you might have.

          2. After your return request has been approved, we will provide you with the return instructions and return address. Please do not send the item back without prior authorization, as unauthorized returns may not be accepted.