Refund policy
RETURNS & REFUNDS POLICY
Last updated: September 3, 2026
Because Xtoy.US sells intimate wellness products, we follow strict hygiene and safety standards. Please review this policy before opening or using your product.
30-DAY RETURN WINDOW
You may request a return within 30 days after delivery if the product is:
• Unused
• Unopened
• In its original packaging
• Complete with all accessories, manuals, and included items
• Still protected by its original hygiene seal, where applicable
To request a return, email info@xtoy.us before sending the product back. Items returned without prior authorization may not be accepted.
NON-RETURNABLE ITEMS
For health, hygiene, and safety reasons, we cannot accept returns of intimate products that have been:
• Opened
• Used
• Tested on the body
• Removed from sealed or hygienic packaging
• Damaged after delivery
• Altered, modified, or improperly cleaned
• Returned without all original parts or accessories
An opened product with a possible manufacturing defect may qualify for assistance under our 1-Year Limited Warranty. It is not treated as a standard return.
RETURN AUTHORIZATION
To request a return, email info@xtoy.us and include:
• Your order number
• The email address used for the order
• The product name
• The reason for the return
• Photographs when requested
If the return is approved, we will provide return instructions and the appropriate return address.
Do not mail a product to an address shown on the shipping package or elsewhere on the website unless our support team has authorized that address for the return.
RETURN SHIPPING
For an approved return that is not caused by a product defect or an Xtoy.US shipping error, the customer is responsible for return shipping costs.
We recommend using a trackable shipping service. Xtoy.US is not responsible for an authorized return that is lost or damaged while being shipped back to us.
If we confirm that you received an incorrect product, or that a product arrived damaged or with a verified manufacturing defect, we will provide appropriate instructions and determine whether return shipping is required.
INSPECTION
Returned products are inspected after arrival.
A return may be rejected if the product has been opened, used, damaged, altered, is missing components, has a broken hygiene seal, or otherwise does not meet the eligibility requirements in this policy.
If a return is not eligible, we will contact you using the email address associated with the order.
REFUNDS
After an approved return is received and inspected, we normally submit the refund to the original payment method within 1–2 business days.
Your bank, credit card issuer, or payment provider may require an additional 3–10 business days to post the refund to your account.
Xtoy.US cannot control processing times imposed by banks or payment providers.
ORIGINAL SHIPPING CHARGES
Original shipping charges and expedited shipping fees are non-refundable unless:
• We shipped the wrong product
• The product arrived damaged or had a verified manufacturing defect
• A refund of shipping charges is required by applicable law
Import duties, taxes, customs fees, and brokerage charges paid by customers for Canadian orders are not collected by Xtoy.US and cannot be refunded by us.
DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
If your order arrives damaged, defective, incomplete, or incorrect, contact info@xtoy.us promptly.
Include your order number, a description of the problem, and clear photographs or a short video when appropriate. Keep the product, accessories, shipping box, label, and packaging until we have reviewed the issue.
Depending on the circumstances, we may offer troubleshooting, replacement, repair, store credit, or a refund, subject to this policy, our 1-Year Limited Warranty, product availability, and applicable law.
ORDER CANCELLATIONS
You may request cancellation within 12 hours after placing an order, provided the order has not entered processing or shipped.
To request cancellation, email info@xtoy.us with your order number and the subject line “Cancellation Request.”
Cancellation requests are not guaranteed. Once an order enters processing or ships, it cannot be canceled.
ORDER CHANGES
Requests to change a product, quantity, or shipping address must be submitted as soon as possible. We cannot guarantee changes after an order has been placed or entered processing.
If we cannot make the requested change, the order will be handled according to the shipping and return terms in this policy.
REFUSED OR UNDELIVERABLE PACKAGES
If a package is refused, returned because of an incorrect or incomplete address, or otherwise determined to be undeliverable for reasons outside our control, the actual return shipping cost and non-refundable carrier charges may be deducted from any eligible refund, to the extent permitted by law.
WARRANTY CLAIMS
Manufacturing defects may be covered by our 1-Year Limited Warranty.
The warranty does not convert an opened or used product into a standard return. Contact info@xtoy.us before returning any product believed to be defective.
YOUR LEGAL RIGHTS
Nothing in this policy limits any rights or remedies that cannot be excluded under applicable consumer protection law.
CONTACT US
For return, refund, or cancellation questions, contact:
Xtoy.US
Operated by AmourUS Inc.
Email: info@xtoy.us
Customer support hours: Monday–Friday, 9:00 AM–5:00 PM Pacific Time