Return & Exchange Policy

We value your satisfaction and privacy. Due to the intimate and personal nature of our products, our return policy is designed to be transparent, fair, and hygienic.

1. Non-Returnable Products

For hygiene and safety reasons, used or unsealed adult products cannot be returned or exchanged. Once the product packaging is opened, we are unable to accept returns unless the item is defective.

2. Return Eligibility

You may request a return or exchange if your item is:

  • Defective or not functioning upon receipt
  • Unopened, unused, and in original packaging, with all accessories and tags intact

All requests must be submitted within 2 days of receiving the item.

3. What Cannot Be Returned

We do not accept returns for:

  • Opened or used products
  • Items damaged due to misuse or improper storage
  • Products missing original packaging, accessories, or manuals
  • Items beyond the warranty or return window
  • Items confiscated by customs (including sex toys under restriction)

4. Return & Exchange Procedure

Before sending back any item, please contact us at support@xplaymate.com with the subject line: Return & Exchange Request. Your message must include:

  • 1. Your full name
  • 2. Order number
  • 3. Product name and reason for return

Our team will guide you through the process. Items sent without approval will not be accepted.

5. Inspection & Approval

All returned items will be inspected. Products must be:

  • In original condition
  • Unused and unopened
  • Accompanied by authenticity tags, box, manuals, warranty cards, and any free gifts

We reserve the right to deny any return that does not meet the above conditions.

6. Replacement Warranty

We offer a 2-day replacement warranty for any items that are defective or non-functional upon arrival. Defective items will be replaced with the same model only.

7. Return Shipping Costs

  • If the product is defective: XPlaymate will cover return shipping costs
  • For all other returns (such as buyer change of mind): The buyer is responsible for return shipping

8. Cancellation Policy

Orders canceled after payment are subject to:

  • 20% Cancellation Fee, and
  • Transaction Fee as charged by the payment gateway

9. Refunds

Refunds will only be issued after inspection and approval of returned goods. Processing time: 7–14 working days. Refund will be made to the original payment method.

Need Help?

If you have any questions regarding our return policy, feel free to contact us at: 📧 support@xplaymate.com