Return and Refund Policy

At Her Toyz, we want you to be completely satisfied with your purchase. Due to the intimate nature of our products, we have specific guidelines for returns and refunds to ensure hygiene, safety, and customer satisfaction. Please read this Return and Refund Policy carefully before making a purchase on our website (www.hertoyz.com, the “Site”).

1. General Return Policy

• Eligibility for Returns: We accept returns for eligible products within 30 days from the date of delivery, subject to the conditions outlined below.
• Non-Returnable Items: Due to hygiene and safety concerns, the following items are not eligible for return or refund unless defective or damaged:
  • Opened or used products, including but not limited to sex toys, lubricants, or other intimate items.
  • Products without original packaging, tags, or accessories.
  • Products marked as “final sale” or “non-returnable” at the time of purchase.
  • Gift cards or digital products.
  • Electronic items are covered under the manufacturers warranty and are not returnable directly to us
• Eligible Items: Returns are accepted for:
  • Unopened, unused products in their original, sealed packaging.
  • Products that arrive damaged, defective, or incorrect due to our error.

2. Conditions for Returns

To be eligible for a return, you must meet the following requirements:

• Timeframe: Initiate the return within 30 days of delivery.
• Condition: The product must be unopened, unused, and in its original packaging with all tags, accessories, and documentation included.
• Proof of Purchase: You must provide proof of purchase (e.g., order confirmation email or order number).
• Return Authorization: All returns require a Return Merchandise Authorization (RMA) number. Contact our customer service team at [support@hertoyz.com] to obtain an RMA before shipping any items.

3. Return Process

1. Contact Us: Email sales@hertoyz.com or call [insert phone number] with your order number and reason for the return. We will provide you with an RMA number and return instructions.
2. Package the Item: Securely package the eligible product in its original packaging, including all accessories and documentation. Include the RMA number on the package.
3. Ship the Item: Ship the package to the return address provided by our customer service team. We recommend using a trackable shipping method, as we are not responsible for lost or undelivered return packages.
4. Inspection: Once we receive and inspect the returned item, we will notify you via email about the approval or rejection of your return.

4. Refunds

• Refund Eligibility: If your return is approved, we will issue a refund in the form of store credit within 7-10 business days of receiving and inspecting the returned item.
• Refund Amount:
  • For eligible returns of unopened, unused products, we will refund the purchase price, excluding original shipping costs and any return shipping fees.
  • For defective, damaged, or incorrect items, we will refund the full purchase price, including original shipping costs, or provide a replacement at no additional cost, at our discretion.
• Non-Refundable Fees: Shipping fees, handling fees, and taxes are non-refundable unless the return is due to our error (e.g., defective, damaged, or incorrect item).
• Processing Time: Refunds may take additional time to appear in your account, depending on your payment provider (typically 5-10 business days).

5. Exchanges

• We do not offer direct exchanges due to the nature of our products. If you wish to exchange an item, please return the original item following the return process and place a new order for the desired product.

6. Damaged, Defective, or Incorrect Items

• If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at sales@hertoyz.com with your order number and photos or details of the issue.
• We will provide a prepaid return shipping label (if applicable) and either:
  • Replace the item at no additional cost, subject to availability.
  • Issue a full refund in the form of store credit, including original shipping costs.
• We reserve the right to inspect returned items to confirm the defect or damage before processing a replacement or refund.

7. Shipping Costs for Returns

• Customer-Initiated Returns: If you return an item for reasons other than our error (e.g., you changed your mind), you are responsible for the cost of return shipping.
• Our Error: If the return is due to a damaged, defective, or incorrect item, we will cover the cost of return shipping by providing a prepaid shipping label.

8. International Returns

• For international orders, please contact sales@hertoyz.com for specific return instructions. Customers are responsible for return shipping costs and any applicable customs duties or taxes, unless the return is due to our error.
• Note that some jurisdictions may have restrictions on returning adult products. Please check local regulations before initiating a return.

9. Cancellations

• Order Cancellation: You may cancel your order before it ships by contacting sales@hertoyz.com. If the order has not yet shipped, we will issue a full refund.
• Shipped Orders: Once an order has shipped, it cannot be canceled and is subject to our standard return process.

10. Warranty

• Some products may come with a manufacturer’s warranty. Please refer to the product packaging or contact us for warranty details. Her Toyz does not provide additional warranties beyond those offered by the manufacturer.

11. Contact Us

If you have any questions about our Return and Refund Policy or need assistance with a return, please reach out to us:

Her Toyz
Email: sales@hertoyz.com