We will accept returns if the item is defective or if it is our error (shipped wrong item). Items must be returned within 30 days and with all original packaging. We will reship a replacement of the same item at no cost to you. We will not accept returns for any other reason unless you agree to incur all charges associated with the return, (i.e. you refused order, you didn’t like the item, you don’t like the color, etc.) In those cases, you will be charged a restocking fee of up to 30% and you will be responsible for all shipping and handling charges.
Please note we don’t accept return request due to the color (or color difference) due to the COVID-19. We will try to ship the color you choose, but there may the chance some color is out of stock in this hard time. In this case, we will try to ship random color. We also could not guarantee the shipping time recently due to the virus, as now even the Express Shipping Carriers(like UPS,FedEx,DHL,EMS all don’t guarantee the delivery time now, please check the official site for more details). So we don’t accept the return request due to the shipping delay these days which is out of control now. For urgent order, please try to contact us before you place order, we will give you a calculate delivery time according to the situation recently. Sincerely apologize for the inconvenience caused to you. We greatly appreciate for your understanding.
Returns & Exchanges
27sextoys.com solemnly commit, if the products have any quality problems within 30 days, we company accept exchange or return them. We do not accept returns on items ordered in error or items that simply did not sell. Any product that has been used does not qualify for a return. Returned items must be unused, with original tags and packaging. You are responsible for all shipping costs. We reserve the right to refuse any return or exchange items once it is inspected.
If you request to return or exchange any item(s), please Contact us first to process your return or exchange.
What’s Your Return Policy?
You may return a product for refund or exchange within 30 days of the delivery date (please note that this is not the report time for damage or defect). (The order shipment date and order notification are provided to you by email). All returns must be accompanied with a Return Merchandise Authorization number (RMA number). See below for instructions.
If it arrived defective or damaged
We’re sorry! We will send you a replacement, store credit, or refund you for your purchase.
Please inspect your order upon delivery. If your merchandise arrives damaged, please contact Customer Service immediately. We will arrange for a prompt replacement and cover the shipping of the replacement item if the defect is reported within 7 days. If a defect is reported after 7 days, 27sextoys.com is not responsible for return shipping costs. The customer will be required to ship the item back at their expense.
If you ordered the wrong item, wrong size, or simply changed your mind
We will not accept returns for any other reason unless you agree to incur all charges associated with the return. In those cases, you will be charged a restock fee of up to 30% and you will be responsible for all shipping charges. Please note that the item returned must be in its original packing in salable condition and mailed in an appropriate size shipping box(please do not assemble or modify the product in any way).
We will refund you for your purchase (minus the shipping cost and restocking fee), provided your purchase is in “as-new” condition and the purchased product was not noted as a clearance, close-out, gift certificates or non-returnable item (such as customized product). Additional restrictions may apply, please contact us for more information.
If your merchandise has been carelessly damaged by yourself?
Replacements or repair will be provided for any defective product within the specified warranty period for that product. Replacements will be the only recourse for returns after 30 days from the delivery date have passed. But you’ll have to be responsible for shipping costs and extra fees for parts if needed. Repairing is free for all items in warranty period.
Out of Stock or Discontinued Items: some products on our website are exclusive design and sold in a limited edition, that means only a limited number is available. So if you return a product for replacement and it is Out of Stock or Discontinued when the item is received, you may be contacted by the 27sextoys.com Returns team and offered a suitable replacement or option for a store credit.
When your return is received, you will be issued a refund to your credit card or an email gift certificate (store credit) for the merchandise only.
How to Make a Return
To return an item, you must get a Return Merchandise Authorization number (RMA) from us. To request an RMA, please follow this procedure.
Go to the Order Management Section under your Account(Orders that eligible for the return,60 days old or less,will be marked in the list as eligible for return)
Selet the “Return” option for the order which you would like to return,and follow any additional instructions.
After you get your RMA number,you will have the opportunity to have a return shipping label generated for you.
If you have any question about this return policy, please feel free to contact us.