Return Policy

I. Scope of returns and exchanges: Covers electronic products only. Please contact our customer service within 7 days of purchase and return the goods to / bring them back to the store. If the goods are verified to be free of human-caused damage, they are protected by the returns and exchanges policy. Other products are not covered by this protection.

II. *Definition of human-caused damage: Damage involving human factors, such as incorrect use of the product not in accordance with the operating instructions, dropping, scratching, improper cleaning and maintenance, or damage that does not affect use, and packaging damage caused by transport — the store accepts no responsibility for these.

III. Definition of non-human-caused damage: If the product has serious quality defects, mechanical failure, missing parts, or cannot operate normally, it is protected by the returns and exchanges policy.

IV. For online purchases, you may contact our customer service within 7 days of purchase and return the goods to / bring them back to the store, to return or exchange goods that have new-product defects or are unopened and unused.

V. For in-store purchases, due to the nature of the products and hygiene reasons, no returns or exchanges are provided. After payment, customers may request to open the goods for inspection to test whether the product operates normally; if there is a problem, an immediate exchange or cancellation of purchase may be requested. Once the product leaves the store, no returns or exchanges will be accepted except for quality issues within the warranty period.

VI. To protect your rights, please keep the receipt and the warranty certificate enclosed in the packaging (if any). If the product has quality issues within the warranty period (based on the "warranty period" stated on our product pages), please fill in the returns form below and contact our customer service team. Customers may also visit the store in person to enquire and arrange product warranty matters.

VII. After a return application is approved, the company will contact the customer to arrange the return. We will replace the goods with the same colour and same model; if exchanging for a higher-priced product, the customer must pay the difference. Subject to the stock of the company and suppliers.

VIII. Due to the nature of the products and hygiene reasons, we only accept exchanges in cases of wrong goods delivered or serious damage found upon opening. To protect yourself, please confirm your order before payment and inspect carefully upon receipt.

IX. If you have other special reasons, you may also contact our customer service team.

X. The store reserves the right to amend the above returns and exchanges policy. In case of any dispute during the return period, the store reserves the right of final decision.

Manufacturer's Warranty

Most of our products have a warranty period of 1 year from purchase (based on the "product warranty" stated on the individual product page). If the product has quality issues within the warranty period, please contact the Customer Service Department. The Customer Service Department will contact you within 1 working day. Customers may also visit any of our branches to enquire and arrange product warranty matters. After a return application is approved, the company will contact the customer by email to arrange the return. We will replace the goods with the same model, same colour and same size, subject to the stock of the company and suppliers.

The warranty mainly covers damage caused by product quality issues. Problems caused by clothing wear, human-caused damage, incorrect use, etc. are not covered. Please do not attempt to disassemble the product for repair yourself, otherwise the company will not be able to provide free warranty service.

Customers must provide reasonable grounds within 1 year of purchasing the product to enjoy warranty or free replacement service. To protect your rights, please keep the invoice and the warranty certificate enclosed in the toy packaging (if any).

If the customer chooses to return the relevant product by post, the customer must bear the related shipping fees.

LELO 10-Year Quality Guarantee

From the date of purchase, you will enjoy a 1-year quality guarantee on LELO products. During this period, if you report a problem with the product and it is approved, you will receive a new product of the same model free of charge. On the day your 1-year warranty expires, the 10-year warranty takes effect immediately. The 10-year warranty is the responsibility of LELO. Please visit the LELO website for details.

Sale Items

All sale items cannot be used together with other offers, promotions and VIP discounts. Except for defective and damaged goods, no exchanges or refunds are provided for sale items. Sale items with new-product defects must be exchanged in-store with the receipt within 7 days of the purchase date. Sale items enjoy normal product warranty.

Lingerie / Costumes

Due to the nature of the products, the company cannot return or exchange lingerie that is not defective, has been opened or has been used.

Returned goods must have the tags uncut and be returned together with the original individual packaging, intact, without stains or damage, and unused; lingerie sets must be returned as a complete set with accessories.

Important Notes

- Orders cannot be cancelled after payment or dispatch procedures are completed.

- All returns and exchanges require our prior consent; please contact our customer service team.

- The company will not accept returns or exchanges without consent.

- The company cannot return or exchange goods that are not defective, have been opened or have been used.

- We do not accept return requests for the following: return requests related to personal preference, such as not liking the style, unsuitability, colour not as expected, size, etc.; human-caused damage (please refer to the *definition of human-caused damage above); wear-and-tear damage.

- The packaging box is part of the goods; all returns must retain the original packaging in good condition and all items inside the box.

- Returned or exchanged products must be clean and placed in a complete packaging box and returned together; otherwise the company reserves the right to refuse the return or exchange request.

- Customers do not need to bear the shipping fee for the goods sent to you.

- Customers must bear the shipping fee for returning goods to us. Please use a trackable courier company; the company is not responsible for losses during transit.

- Return requests must be made to us within "7 days" after the goods are dispatched.

- No refunds; only exchanges for the same model and same colour. If exchanging for a higher-priced product, the customer must pay the difference.

Returns & Exchanges Procedure

If you wish to return or exchange goods, please contact our customer service and provide the following information to help us process it faster. Thank you.

1. Contact our customer service via WhatsApp (5240 1688) during business hours.

2. Provide the order number and purchase date.

3. Confirm the order details and provide the following information and items: clear photos of the goods; the unopened original packaging and the goods in good condition; the shipping document / invoice; a confirmation email; your chosen return method.

4. Confirm your exchange request by phone or email.

5. Once we receive the returned goods, we will process your exchange immediately.