Our Services

Worry-free after-sales service 
We promise a transparent and efficient after-sales process to solve your worries:

• Return and Exchange Policy :

① Conditions for return and exchange:

For hygiene and safety reasons, we only accept returns and exchanges of products that have not been unpacked (original factory sealed packaging is intact) and have not been used and will not affect secondary sales.

Product Quality Issues: If you discover any obvious manufacturing defects, damage (not due to transportation), or significant discrepancies with the description of the product before or after opening (before use), please contact our customer service within 7 working days of receipt and provide clear photos or videos as evidence. After verification, we will process a return, exchange, or refund for you.

Damage in transit: If the outer box of the package is obviously damaged, please take a photo at the time of receipt and refuse to accept it on the spot. If the inner item is found to be damaged in transit after receipt, please contact customer service within 48 hours after receipt and provide clear evidence.

② Do not accept return or exchange:

Unsealed, used (including just turned on), or personal hygiene items (such as built-in toys, mucosal contact accessories).

The customer requests a return or exchange due to personal reasons (such as changing his mind, choosing the wrong model/color, partner does not like it).

Minor appearance differences and subjective differences in product performance caused by non-product quality problems.

Failure to apply within the prescribed time or failure to provide valid evidence.

The gift is missing or damaged (does not affect the function of the main product).

Private health products are not accepted for return or exchange without reason. If there is any quality problem, only replacement or compensation will be given.

③ Return and exchange process:

Contact customer service: Please be sure to contact customer service first to explain the situation and provide order number, problem description and clear evidence (photo/video).

Audit and confirmation: The customer service will audit and inform the result within 1-3 working days. If the package is returned without customer service confirmation, we will not be able to process it.

Return goods (if applicable): After approval, customer service will provide a prepaid return label (for quality problems or our responsibility) or inform the return address (non-quality problems not unpacked returns for which customers bear the freight). Please return the qualified goods according to instructions.

Processing: We will process the goods within 5-7 working days after receiving and confirming that the goods meet the conditions for return or exchange:

Exchange: Arrange to send out replacement goods (same or other goods agreed upon).

Refund: the original payment method will be refunded (excluding the original freight and possible return handling fee). The time of receipt of the refund depends on the payment institution.

④ Refund amount:

Only the actual amount paid for the goods will be refunded. The freight (including the original order freight and the customer’s freight for return) will not be refunded (except for quality problems and our responsibility).

If the package is intercepted during the journey, the customer shall bear the interception fee and the return freight (the same as the shipping freight).

The package shall not be accepted without reason. (The customer shall bear the freight for return or send it back by himself. No refund is accepted on receipt (the refund can be made only after the warehouse checks the package without error, and no refund is made if the product affects the secondary sale).

A package is considered lost if it has not been updated with tracking information for an extended period, resulting in abnormal display. (To process your claim, we need a full screenshot of the order from the platform’s English version (partial screenshots are invalid). The screenshot must include the customer’s delivery address, tracking number, and value. We will either issue a full refund or reissue the package.) Packages that cannot be processed due to the inability to provide necessary documentation.

If the address of the package in transit needs to be changed, (the customer shall bear the operation cost of changing the address. The change cannot be guaranteed to be successful. If it fails, the operation cost will be charged as usual).

If the package and product are damaged, photos of the outer box + photos of the outer box label + photos of the product damage should be provided in time (compensation will be given according to the extent of damage. If the product is damaged to the extent that it cannot be used, it can be reissued free of charge or a full refund will be given)

⑤ other

The silicone doll is made of TPE material, and the face makeup is painted and can be wiped off. The makeup falling off during the use of customers does not belong to quality problems.

If the customer returns the package without authorization, the warehouse may not find the package, or if the package is found to affect the secondary sale, no compensation will be given.

If the customer reports that the package has not been received after signing, no claim will be made if the signature service is not purchased, and only POD receipt certificate can be provided.

Product quality problems should be reported within 7 days, otherwise they will not be dealt with.

2. Warranty:

① Warranty: Our genuine sex toys are usually offered a limited warranty of 3 months or 12 months (from the date of receipt of the order). For specific warranty duration, please refer to the product details page or the warranty card with the goods.

② Warranty scope: covers the failure caused by material or process defects under normal use of the product (such as motor damage, charging failure, non-manual structural fracture).

③ Warranty scope:

Normal wear and consumption (such as slight scratches on the surface of silica gel).

Faults caused by improper use, failure to operate according to the instructions, accidental damage, unauthorized disassembly and maintenance, and improper cleaning and maintenance.

Human damage (e.g., falling, water exceeding the waterproof grade).

Natural loss of batteries.

Damage or loss of accessories (such as charging cable, storage bag).

3. Warranty process:

① Contact customer service: provide order number, product model, fault description and clear photos/videos.

② Fault diagnosis: The customer service will guide the basic troubleshooting. If it is judged that the warranty is required, the RMA number (return review authorization number) and return address will be provided.

③ Return test: return the faulty product as instructed (usually only the main body needs to be returned, and accessories are retained).

④ Processing: After factory inspection and confirmation that it is within the warranty scope, the same or equivalent new product will be repaired or replaced according to the situation. The processing period may take 2-4 weeks. For non-warranty issues, customer service will inform the repair quotation or handling suggestions.

3. Technical support and troubleshooting :

If you encounter problems such as the product cannot be turned on, does not work, or abnormal charging, please first check the product description or FAQ/help center on the website. If you cannot solve the problem, please contact customer service, and we will provide professional remote troubleshooting guidance.

4. Replacement parts:

Provide a separate purchase service for commonly used accessories (such as special charging cable, silicone sleeve, specific size suction nozzle/accessory). Please contact customer service for consultation.