Online Customer Service

Return and Exchange Policy and Warranty

Due to the intimate nature of adult products, RoseToyEden online store has strict regulations on returns and exchanges. Generally, once a product has been opened or used, it cannot be returned or exchanged unless it is defective. Please carefully read our return and exchange policies below:

Return Policy:

Return Period:We offer a return period of 30 days.
You have 30 days from the date of receipt (as confirmed by the shipping tracking record) to return the product.
Due to the intimate nature and hygiene concerns of adult products, we do not accept returns of opened items unless there is an original product quality issue.
To initiate a return for unopened items, you must contact us within 30 days of receiving your order to obtain a return authorization number.
You need to ship the return to our designated address at your expense.
If the product has a quality issue (e.g., it is not functioning properly or is damaged upon first opening), please email us or contact our online customer service. We will offer an unconditional return and refund (including shipping costs).
Used products cannot be returned.

Exchange Policy:

Products that have not yet been shipped can be exchanged. You can do this by emailing us or contacting our online customer service.
We currently do not support exchanges for products that have already been shipped.

Refund Method:

Provided the return policy conditions are met, we will process the refund within 7 days of receiving the returned product.
Refunds will be issued to the payment account used at the time of purchase.

Shipping Fees:

Shipping fees depend on the logistics company in your area.
Shipping, tax, and insurance fees are non-refundable.
RoseToyEden does not cover any return or exchange shipping fees unless the product has an original quality issue.

Cancellation Policy:

Orders can be canceled before shipping, but not after they have been shipped.
If a customer cancels an order for personal reasons, our customer service department will charge a 15% handling fee.
Full refunds are available for non-personal reasons, such as:

1. 1. Logistics Issues: No delivery service available in the customer’s area.
  2. Seller Responsibility: Product out of stock and the customer does not agree to an exchange.
  3. Delayed Shipping: The package has not been shipped more than 5 business days after ordering, and the buyer did not request a hold or change.

Return and Exchange Process:

Email us or contact our online customer service.
Obtain the return shipping address.
Wait for us to receive your returned product.
Once we receive the product, we will process the refund according to the return policy and refund method.

Warranty Policy:

Warranty Service:

RoseToyEden warrants to the original purchaser that its products will be free from defects in material and workmanship for one year from the original invoice date (one year labor warranty, one year parts warranty). If we reasonably determine that the product provided by RoseToyEden is defective due to improper craftsmanship or materials, we agree to repair it free of charge, excluding any shipping costs.

Warranty Claims:

To make a warranty claim, you need to provide proof of purchase and contact either us or the manufacturer as indicated in the product instructions. Typically, contacting us directly results in better service. The process involves returning the defective product for inspection.
RoseToyEden is not responsible for any incidental or consequential damages of any kind arising from the use of its products. Any liability is limited to the purchase price of the product.

Warranty Exclusions:

This warranty is only applicable for personal use and does not cover products used for commercial purposes, rental, or any use not intended by design. No other warranties are provided except as explicitly outlined herein. The warranty does not cover:
- Damage caused by user negligence, accident, disassembly, submersion, misuse, abuse, alteration, or intentional damage.
- Improper or inadequate maintenance.
- Failure to perform necessary preventive maintenance.
- Failure to comply with instructions in the “User Guide” or any other documentation accompanying the product.
- Unauthorized modifications or commercial use.
- Damage during return shipping.
- All adult products are strictly prohibited for use by minors.
- Improper installation, power supply issues, or third-party actions.
- Any tampering or repairs by unauthorized individuals or entities.
- Failure to follow the instructions provided with the product.
- Weather conditions, lightning, fire, flood, or any other natural disasters.
- RoseToyEden is not responsible for any incidental or consequential damages of any kind arising from the use of its products. Any liability is limited to the purchase price of the product.
- To make a warranty claim within the applicable warranty period, please contact our customer service department at service@rosetoyeden.com or through online customer service and provide your order number and specific inquiry. Describe the issue you are experiencing in as much detail as possible.

You have any questions can contact our online customer service, we sincerely for your service. We wish you a wonderful shopping experience at RoseToyEden. Thank you for visiting us.