Politique de remboursement

Return and Refund Policy

This Return and Refund Policy explains the conditions for requesting a cancellation, return, replacement, or refund from Sweetstoy. Nothing in this policy limits any consumer rights that cannot legally be excluded or restricted.

Unopened products

You may request a return within 30 days of purchase if the product is unopened and its original packaging, hygiene seals, accessories, manuals, labels, and other included materials remain intact.

The product must be unused and in a condition suitable for resale. To protect customer health and safety, opened or used intimate products cannot normally be returned for a change of mind, except where applicable law requires otherwise.

Defective products

If a product is defective, contact us within 90 days of purchase. Please provide your order number, the product SKU, a description of the problem, and clear photographs or video showing the defect where appropriate.

We may request additional information reasonably necessary to confirm the issue. Once the defect is confirmed, we may replace the item with the same product or a similarly priced product.

This 90-day support process is an additional store policy and does not restrict any longer-lasting remedy or consumer guarantee that applies under applicable law. Where the law gives the customer a choice of remedy, that legal right takes priority.

Return eligibility

To be eligible for a non-defective return under our change-of-mind policy:

  • The return request must be submitted within 30 days of purchase.
  • The product must be unopened and unused.
  • The original packaging, hygiene seals, and labels must remain intact.
  • All accessories, manuals, gifts, and included components must be returned.
  • Proof of purchase or the original order number must be provided.

Sweetstoy reserves the right to refuse a discretionary change-of-mind return when the product does not meet these conditions. This does not affect legally protected returns for defective, damaged, incorrect, misdescribed, or undelivered products.

Items that cannot normally be returned

Except where a product is defective or applicable law requires a remedy, the following items cannot normally be returned:

  • Products that have been opened, used, worn, washed, altered, or damaged after delivery.
  • Intimate or personal-use products with broken hygiene seals.
  • Products missing original packaging, labels, accessories, manuals, or included components.
  • Products returned without prior authorization.
  • Products that cannot be identified as having been purchased from Sweetstoy.

How to request a return

Email info@sweetstoy.com before mailing any product back.

Your request should include:

  • Your order number.
  • The email address used for the order.
  • The product name and SKU.
  • The reason for the return.
  • Photographs or video if the product is damaged, defective, or incorrect.

We will review your request and provide return instructions when the return is approved. Returns are handled by mail. Do not send a product back before receiving return instructions from Sweetstoy because an unauthorized return may not be identifiable or processable.

Return shipping costs

Customers are responsible for return shipping costs for non-defective, discretionary returns.

We recommend using a trackable shipping service and retaining the shipping receipt and tracking number. Sweetstoy cannot confirm receipt of a return that cannot be tracked.

Return shipping charges or processing fees will not be imposed where prohibited by law, including where the customer is entitled to a remedy for a defective, damaged, incorrect, misdescribed, or otherwise non-compliant product.

Order cancellations

You may request free cancellation by emailing info@sweetstoy.com within 24 hours of purchase.

We will make a reasonable effort to cancel the order. Cancellation is not guaranteed after an order has entered processing or has been dispatched. If the order can no longer be cancelled, an eligible unopened product may be returned under this policy after delivery.

If we cannot ship an order within the promised time and applicable law gives you the right to cancel, you may cancel and receive the refund required by law.

Lost, misdelivered, and returned packages

  • If a package is lost in transit, contact us so that we can investigate the shipment. Once the loss is confirmed, we may resend the same item or provide another remedy required by applicable law.
  • If a package is delivered to an address different from the address supplied on the order because of a seller or carrier error, contact us so that we can investigate and arrange an appropriate remedy.
  • If tracking shows delivery to the correct address but the package cannot be located, the order is not automatically eligible for a refund. We will review the tracking record and available delivery evidence. Any rights available under applicable law or the payment provider’s rules remain unaffected.
  • If a package is returned because the customer supplied an incomplete or incorrect address, refused delivery, or did not collect it in time, Sweetstoy may offer reshipment and charge USD 7 toward the additional shipping cost.
  • The USD 7 reshipment charge does not apply when the return was caused by Sweetstoy or the carrier, or where charging it would be prohibited by law.
  • If a package is returned because of customs action, postal action, severe weather, or another event outside the parties’ reasonable control, contact us so that we can review the circumstances and available resolution.

Please report a lost, misdelivered, or returned shipment to info@sweetstoy.com as soon as possible and, where practicable, within 30 days of purchase.

Incorrect or damaged items

If you receive an incorrect item or an item that was damaged before or during delivery, contact us as soon as possible.

Please keep the product, original packaging, shipping label, and included materials while the issue is being reviewed. We may request photographs of the shipping package, shipping label, product SKU, product, and visible damage.

High-value orders

For an order with a total value of USD 500 or more, Sweetstoy may charge a processing fee equal to 20% of the order value when the customer requests a discretionary cancellation or a discretionary return of all products for reasons unrelated to a defect, damage, incorrect item, misdescription, non-delivery, or another failure by Sweetstoy.

The 20% processing fee does not apply where:

  • The product is defective, damaged, incorrect, misdescribed, or not supplied as agreed.
  • Sweetstoy cannot fulfil or ship the order as promised.
  • The customer is exercising a cancellation, refund, return, or consumer-guarantee right that applicable law does not permit us to restrict or charge for.
  • Applying the fee would otherwise be prohibited by applicable law.

No high-value-order processing fee applies to an order with a total value below USD 500.

For products valued over USD 500, we recommend recording the package-opening process. A video can help us investigate damage, missing components, or an incorrect product, but failure to provide a video does not remove any consumer right that applies under law.

Return inspection

Returned products are inspected after they are received. We will check the product condition, packaging, hygiene seals, labels, accessories, and other included materials.

If the return is approved after inspection, we will notify you about the applicable refund or replacement. A discretionary refund may be refused when the returned product does not meet the stated return conditions, subject to applicable law.

Refund method and timing

Approved refunds are issued to the original payment method used for the order whenever possible.

Receipt and processing of a returned item can take up to 3–4 weeks. After a refund is issued, banks typically take an additional 3–7 business days to post the funds to the original payment method.

These estimates do not extend any shorter refund deadline required by applicable law. The time at which funds appear in your account may also depend on your bank, card issuer, or payment provider.

Consumer rights

This policy provides store procedures and additional promises. It does not exclude, restrict, or replace mandatory consumer rights that apply in the customer’s location.

If a provision of this policy conflicts with a non-excludable legal right, the applicable legal right will control.

Return and refund questions

For cancellation, return, replacement, or refund assistance, contact:

Email: info@sweetstoy.com