OVERVIEW
Our refund and return’s policy has a term of 30 days after the date the item(s) were shipped, NOT when you received it. If 30 days have passed since the item(s) were shipped, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (see below for further clarification).
We do not provide refunds or exchanges for any item(s) that were received by you as damaged. You must make a claim with the carrier for any damaged merchandise received.
- ORDER CANCELLATION POLICY
Upon placing an order, your credit/debit card will be charged immediately. Due to the high volume of orders we manage on a daily basis, cancellations are not possible once your order has been submitted. We encourage you to carefully review your order before finalizing your order.
2. UNWANTED ITEM RETURNS AND HEALTH & SAFETY
a. For health and safety reasons, we CANNOT accept returns for items that have been OPENED, even to just pull it out to look at. Once a package has been opened, we have to assume that it poses a health & safety risk having possibly come in contact with skin and/or bodily fluids (such as sweat, dirt from your hands, saliva, semen, blood, urine, etc.). As such, the item is considered used and cannot not be resold by law. Do not attempt to return an item as described above because you will not receive a refund or store credit.
b. If your item is eligible for return as an UNWANTED item, it must be in its original, unopened packaging and untouched or unused condition. As such, you may return it within 30 days provided that you have notified us within 5 days of receipt.
c. All returned items, whether unwanted or for exchange, will be inspected first by our quality control team to determine if it qualifies for a store credit, refund or neither due to Health and Safety concerns. Once our quality control team has advised us of the type of return category your item(s) fall into, we will either issue a store credit if you requested such up front, issue a full refund less our 25% restocking fee or issue you a refund less our 25% disposal fee for Health and Safety concerns since the product could not be restocked for sale as new again.
3. HOW TO ARRANGE YOUR RETURN OR EXCHANGE
To initiate a return or exchange contact us via email at customerservice@shop-adult-sex-toys.com with “REQUEST FOR RETURN” in the subject line to request an RMA (Returned Materials Authorization). For faster service, please have the following information available: customer name, order number, item (SKU) number, and nature of the return.
You will then be supplied with an RMA number allowing the return. ALL RETURNS MUST HAVE AN APPROVED RMA NUMBER. Upon receipt of your returned good(s), the product and its packaging will first be inspected to validate that the packaging has not been opened and remains in its original condition when shipped to you on your order.
Assuming it meets this initial inspection criteria, our Customer Service Representative will provide store credit for the price paid for the product(s) minus shipping expense and a 25% disposal fee.
If you do choose to return an item, you will be responsible for shipping charges to monsterdildos.net. We strongly recommend that you fully ensure your return shipment in case it is lost or damaged by the carrier. We also recommend the carrier you choose is able to provide proof of delivery for your protection. PLEASE NOTE: ALL RETURNS MUST HAVE THE RMA NUMBER WRITTEN ON THE BOX.
All products returned MUST be UNOPENED and 100 percent complete, contain ALL original boxes and packing materials, have original UPC codes on the manufacturer boxes, contain all manuals, blank warranty cards, and other accessories and documentation provided by the manufacturer.
Our Customer Service Department will notify you by email once your return has arrived at our warehouse and has been processed by our quality control team.
A store credit will be provided when the item returned and has been processed by our Returns Department, minus the 25% disposal fee.
ALL UNAPPROVED RETURNS WILL ALSO BE SUBJECT TO A 25% DISPOSAL FEE.
DO NOT SEND ANYTHING BACK TO US UNTIL YOU ARE ADVISED TO DO SO BY CUSTOMER SERVICE SO THAT IT WILL BE SENT TO THE PROPEER LOCATION IN ORDER TO PROCESS YOUR RETURN OR EXCHANGE PROPERLY.
4. DEFECTIVE ITEM EXCHANGES
While we strive hard at quality control, there is a small chance that your purchase might have been damaged in transit or is now defective. If the defect was caused in transit (usually evidenced by an open or damaged exterior of the shipping box), you should take several photos of the shipping box and then submit a claim with the carrier, copying us so we have a record of the incident.
Upon opening the outer shipping box that looks fine and in tack, you notice a defective item, you may return it within 30 days from the shipping date, NOT the date of delivery. Our Customer Service Representatives will work with you on a solution by replacing the item with the same item or will provide store credit for the price paid for the product.
If a replacement is desired, the defective item will be replaced once the defect is returned and validated. The Company reserves the option of having the item returned for validation or not. Our Customer Service Representatives will help guide you through this process if we determine to have it shipped back to us.
To initiate the exchange, contact us via email at customerservice@shop-adult-sex-toys.com with “DEFECTIVE REQUEST FOR RETURN” in the subject line to request an RMA (Returned Materials Authorization). Our Customer Service team will first determine to have it shipped back to us or not.
If our Customer Service team has decided to have you return the defective item to us, you will then be supplied with an RMA number allowing the return. ALL RETURNS MUST HAVE AN APPROVED RMA NUMBER.
PLEASE NOTE: ALL RETURNS MUST HAVE THE RMA NUMBER WRITTEN ON THE BOX.
Defective item replacement: We will cover the cost of the replacement item and the shipping back to you.
Defective item credit: store credit for defective items will include the product cost and the original shipping charge upon proof of defect if a store credit is to be issued.
AGAIN, DO NOT SEND ANYTHING BACK TO US UNTIL YOU ARE ADVISED TO DO SO BY CUSTOMER SERVICE SO THAT IT WILL BE SENT TO THE PROPEER LOCATION IN ORDER TO PROCESS YOUR RETURN OR EXCHANGE PROPERLY.
5. ITEMS FOR EXCHANGE
a. For any item you want to exchange, please contact our customer service first to notify us so our rep can contact you with instructions. We only replace items if they are defective.
b. Any item that has been opened cannot be returned for exchange as we have no way of verifying any Health & Safety concerns.
c. If an item is being exchanged AND it meets the above criteria for a return that has been approved by our quality control team as a legitimate return, then it may be exchanged for an equal value or more.
i. We are not responsible for any item being returned for exchange that was damaged in transport.
ii. If an item being returned for exchange and fails to meet our returned item criterions stated above (damaged, opened, Health & Safety or other), then it will be classified as either a damaged good or Health & Safety good and customer service will contact you accordingly to discuss your options.
d. The original shipping costs are NOT calculated as part of the original item price for determining equal value.
e. You are responsible for shipping the item you wish to exchange back to us. Do not ship the item back to the third-party fulfillment center as our quality control team must inspect the item being returned for exchange. Customer Service will advise you where to send the product back to us.
f. You will be responsible for any additional price difference between the item being exchanged and its replacement and charged the additional amount before the replacement item is shipped.
g. You will be responsible for the shipping costs of the replacement item and charged prior to your replacement item being shipped.
h. You cannot exchange an item and add additional items to the exchange. You must order any additional items separately through the website as you did when purchasing your original item which you are now wanting to exchange (meaning, you can ONLY exchange one item at a time unless you originally purchased 2 or more items and want to exchange 2 or more items from that original purchase – all other terms listed above apply).
6. REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@shop-adult-sex-toys.com.
Sale Items
Only regular priced items may be refunded. Sale items are final and cannot be refunded.
ONCE AGAIN, DO NOT SEND ANYTHING BACK TO US UNTIL YOU ARE ADVISED TO DO SO BY CUSTOMER SERVICE SO THAT IT WILL BE SENT TO THE PROPEER LOCATION IN ORDER TO PROCESS YOUR DEFECTIVE ITEM EXCHANGE PROPERLY.
7. NEED HELP?
Contact us at customerservice@shop-adult-sex-toys.com for questions related to refunds and returns.