Return & Refund Policy
RoseToy Customer Care & Returns Policy
Customer Care
We take product quality extremely seriously; every RoseToy is thoroughly inspected before leaving our factory. Upon initial receipt of your order, if there appears to be a defect or damage, please contact us immediately by sending your Order ID, product pictures, or video to our official customer service email: service@rosetoy.net. We will find the best solution for you as quickly as possible.
Customer Service Response Time:
Business Days: Within 24 hours.
Weekends and Holidays: Within 48 hours.
Order Cancellation
Customers have the right to cancel an order before shipping without giving any reason.
How to Cancel: To exercise this right, customers must inform us of the decision to cancel by sending a clear statement to service@rosetoy.net.
Note: Once the package has been shipped from our warehouse (i.e., we have sent you a tracking number), the order cannot be cancelled.
Product Returns
As long as your RoseToy products are unopened and unused, you can return them within 14 days with a 100% guarantee.
Return Period: The return window expires 14 days from the day on which you (or a third party indicated by you) acquire physical possession of the products.
Condition Requirement: To be eligible for a return, the products must be sent back to our warehouse in the same condition in which they were received. There is no right of return if the packaging is no longer in its original, complete, undamaged, and unused state.
Hygiene Policy: For health and hygiene reasons, we will not accept the return of any product once the plastic seal/bag has been opened, unless the product is found to be defective or broken upon unpacking.
Subjective Preferences: Please note that an item is not deemed defective simply because of a change of mind or personal preference after use. Due to the intimate nature of our products, we cannot offer refunds in these situations.
Cost of Return: Customers are responsible for the direct costs of returning the items. We may withhold the refund until we have received and inspected the returned products.
Prior Confirmation: Customers must confirm the return process with our support team at service@rosetoy.net before shipping the package. Packages returned without prior confirmation will not be eligible for a refund.
Warranty Window: Please contact us within 90 days of delivery to replace a defective or incorrect item. After 90 days, we will no longer offer replacements or refunds.
Order/Product Refunds
1.Pre-Shipment Cancellation: If an order is cancelled before shipment, we will issue a full refund for all payments received without undue delay.
2.Standard Returns: We will arrange a refund after receiving the returned products and completing a quality inspection. (Please note that a 15% restocking fee will be deducted from the total order amount).
3.Defective/Damaged Goods: If a product is defective or damaged upon arrival, please contact service@rosetoy.net immediately with visual proof. We will arrange a free re-shipment or a full refund.
Refund Processing Time: 1-3 business days after approval.