Cancellation & Returns Policy

Last Revised: October 2026 • Effective for all visitors, customers, and orders on SextoyUSA.

1. Order Cancellation Policy (7-Day Cancellation Window)

At SextoyUSA, we are committed to providing a transparent, flexible, and customer-focused shopping experience. Customers have an official 7-calendar-day cancellation window from the time an order is placed:

7-Day Cancellation Request: You may submit an order cancellation request within 7 calendar days of placing your order through your account dashboard or by contacting our 24/7 customer support team.
Cancellations Prior to Dispatch: If your cancellation request is received within the 7-day window and before the order has been handed over to the courier for delivery, your order will be cancelled immediately at zero penalty. A 100% full refund will be issued back to your original payment method.
Orders Already In Transit: If your order has already been processed and dispatched with an active courier tracking number within the 7-day period, the shipment cannot be rerouted or recalled while in transit. In such cases, you may accept delivery and initiate an eligible return within our 7-day return window upon receiving the package.
Automated or System Cancellations: We reserve the right to cancel any order within 7 days if the order cannot be fulfilled due to inventory stock discrepancies, delivery address errors, or suspected unauthorized fraudulent transactions. In all such cases, a full refund is processed immediately.

2. Return Window & Eligibility Criteria (7-Day Returns)

To protect customer wellness and strictly satisfy United States health, hygiene, and public sanitation regulations regarding personal novelties:

7 Calendar Days: Return requests must be initiated within 7 calendar days from the official delivery date recorded by the courier tracking service.
Factory-Sealed & Unopened: Due to hygiene regulations, returned merchandise must be 100% brand new, unopened, and in its original sealed factory packaging. All tamper-evident hygiene seals, plastic shrink-wrap, protective stickers, and tags must remain completely intact and unbroken.
Original Components Included: The product must be returned complete with all original accessories, charging cables, user manuals, and inner packaging materials in pristine condition.
Proof of Purchase: Return requests must include your valid Order ID and original order confirmation email.

3. Non-Returnable & Final-Sale Merchandise

For strict health, sanitary, and hygiene reasons, the following items are strictly non-returnable and non-refundable once delivered:

Personal intimate wellness products and novelties once the outer protective shrink-wrap, box seal, or tamper-evident sticker has been opened or compromised.
Lubricants, lotions, cleaning sprays, oils, and body liquids where the tamper-evident safety cap or foil seal has been unsealed.
Items explicitly marked as "Final Sale", clearance specials, or discontinued inventory.
Digital gift cards, promotional vouchers, and customer loyalty rewards.

4. Damaged, Defective or Incorrect Items (1-Year Warranty)

We stand behind the craftsmanship and reliability of every product we carry. In the rare event that your shipment arrives damaged or defective:

Reporting Timeline: You must notify customer support within 48 hours of courier delivery. Please provide clear photos or unboxing footage demonstrating the transit damage, defect, or incorrect product along with the parcel shipping label.
Zero-Cost Replacement: Upon verification, we will issue a prepaid return shipping label and dispatch a brand-new replacement item at zero additional cost to you.
1-Year Replacement Warranty: All motorized, rechargeable, and electronic devices purchased from SextoyUSA include a full 1-year replacement warranty covering manufacturing defects and internal mechanical failures.

5. Step-by-Step Return Merchandise Authorization (RMA) Process

Returning an eligible unopened item is simple, secure, and hassle-free:

Step 1 – Initiate Request: Submit a return authorization request through your Account Dashboard or by contacting customer support within the 7-day return window.
Step 2 – Receive RMA & Label: Our customer care team reviews your submission within 24 to 48 business hours and issues an official Return Merchandise Authorization (RMA) number along with return address instructions.
Step 3 – Pack & Ship: Securely pack the unopened merchandise in sturdy packaging, affix the designated return label, and deposit the parcel at any authorized USPS or UPS drop-off station.
Step 4 – Inspection & Refund: Once delivered to our returns fulfillment center, items undergo hygiene and packaging verification within 48 hours, after which your refund is immediately released.

6. Refund Processing & Banking Timelines

Once an approved cancellation or returned shipment is cleared, funds are issued directly to the original payment source:

Credit & Debit Cards (Visa, MasterCard, American Express, Discover): 3 to 5 business days, subject to your card issuer's posting cycle.
Digital Wallets (Apple Pay, Google Pay, PayPal): 24 to 48 hours.
Buy Now, Pay Later (Klarna, Afterpay, Affirm): Installment balances are automatically adjusted, and any installments already charged are refunded within 3 to 5 business days.
Store Credit & Gift Balances: Credited back to your customer account immediately upon RMA approval.

7. Return & Cancellation Inquiries

For all order cancellation requests, RMA authorizations, or policy inquiries, please contact:
Customer Support & Fulfillment Operations • SextoyUSA eCommerce Inc.
100 Silicon Valley Blvd, Suite 400, San Francisco, CA 94107, USA
Email: support@sextoysus.com • Response Time: 24/7 Priority Support