Returns & Refunds
Effective date: April 2026
Questions? Email support@excitingtoys.com with your order number.
We want you to be fully satisfied with your purchase. To ensure hygiene and fairness for all customers, the terms below outline what may be returned, applicable timeframes, and how refunds or store credits are issued.
Returns & Refunds Overview
| Scenario | Timeframe | Outcome | Return required | Return shipping |
|---|---|---|---|---|
| Change of mind (unopened, factory-sealed) | 0–30 days | Refund to original payment (minus shipping) | Yes (RMA required) | Customer-paid (or prepaid label; cost deducted) |
| Change of mind (unopened, factory-sealed) | 31–90 days | Store credit (100% of item price) | Yes (RMA required) | Customer-paid (or prepaid label; cost deducted) |
| Opened or used item (hygiene) | Anytime | Not eligible for return | — | — |
| One-time “Satisfaction Guarantee” (see below) | Up to 100 days | Store credit (no return) | No | — |
| Defective item | Within 90 days | Free replacement or store credit | Usually not (photos/video may be requested) | — |
| Shipping damage or incorrect item | Report within 7 days of delivery | Replacement or refund/store credit | Usually not (photos may be requested) | — |
| Refused or undeliverable package | Upon carrier return | Refund less 20% restocking fee and round-trip shipping | — | — |
Hygiene & Eligibility
- For hygiene and safety, opened or used items are not eligible for return.
- "Unopened" means factory-sealed, with all inner seals and original packaging fully intact.
- Return authorization required: Please do not send any items back until a Return Authorization (RMA) has been issued with instructions. Each RMA is valid for 15 days from the date of approval.
“Satisfaction Guarantee”: one time, no-return store credit
We offer a one-time, per-customer (per household) satisfaction credit so you can shop with confidence:
- What it is:If an item just isn’t your match, you may request a store credit — no physical return required.
- Deadline: Requests must be submitted within 100 days of delivery.
- Cap: Credit is limited to the item price, up to $75 (maximum credit: $75).
- Exclusions: Lingerie/intimates, bundles/kits, consumables (lubes, cleaners, batteries), and premium brands/manufacturer-restricted items labeled as Final Sale or not eligible on the product page.
- Fair use: Limited to one claim per customer/household, lifetime. We may request a brief description or photo to prevent misuse.
Why this exists?
This policy allows you to explore with confidence, without the hygiene risks associated with returning used products.
Additional terms
We reserve the right to designate additional items as Not Eligible on the product page in accordance with manufacturer programs or brand policies.
Change-of-Mind Returns (Unopened Only)
- 0–30 days: Refund to the original payment method (product price only; shipping charges are non-refundable.
- 31–90 days: 100% store credit for the product price (ideal for faster reorders; shipping charges are non-refundable.
- Return shipping: You may use your own carrier, or request a prepaid return label. If a prepaid label is used, the actual label cost will be deducted from your refund or store credit.
- Condition: Items must be returned factory-sealed, undamaged, and complete, including all original packaging, inserts, and any included gifts.
- Promotional items: If your order included a complimentary item and it is not returned, the retail value of the item will be deducted from the refund or store credit.
- Exchanges: We do not offer direct exchanges. Please return the item as outlined above and place a new order using your refund or store credit.
Defective, Damaged, or Incorrect Items
- Defective (within 90 days): We will replace the same item at no cost. If a replacement is not available, a store credit will be issued. In most cases, no return of a used item is required; we may request photos or a short video to assist with verification and troubleshooting.
- Shipping damage or incorrect items:Report within 7 days of delivery, including photos of the shipping box, label, and product. We will resolve the issue with a replacement or a refund/store credit.
Manufacturer Warranty Assistance (Day 91–365)
Certain electronic or mechanical items may be covered by a manufacturer’s warranty. After 90 days, we will assist you in working directly with the brand to process any applicable coverage. All decisions, approvals, and timelines are determined by the manufacturer.
Lingerie, Wearables & Consumables
To maintain hygiene standards and ensure a streamlined process:
- Final Sale: Lingerie/intimates, wearable items that come into contact with intimate areas, condoms, lubricants, oils, cleaners, batteries, and other consumable products are final sale and not eligible for return.
- Defective on arrival (DoA): Please report within 7 days of delivery for assistance.
Refused or Undeliverable Shipments
If a package is refused, unclaimed, or returned due to an incorrect or incomplete address, a refund will be issued minus a 20% restocking fee and any round-trip shipping costs charged by the carrier. Carrier records will be considered final proof of shipment and delivery status.
Cancellations
- Before fulfillment: Orders may be canceled for a full refund.
- After a shipping label is created or the order has shipped: Please follow the Change-of-Mind Returns process outlined above.
How to Start a Return or Claim
- Email support@excitingtoys.com with your order number and a brief description of your issue.
- For defective, damaged, or incorrect items, please include clear photos or a short video showing the outer box, shipping label, and product.
- Next steps: We will respond with your Return Authorization (RMA) and instructions, or issue immediate store credit under the Satisfaction Guarantee, if eligible.
- Return window: Approved unopened returns must be shipped within 15 days of RMA issuance.
- Processing time: Please allow 5–7 business days from receipt of your return (or approval of your claim) for your refund or digital store credit to be issued.
Refund & Store Credit Details
- Refunds: Issued to the original payment method, less any applicable shipping or return label costs.
- Store credit: Issued as a digital gift card, redeemable on ExcitingToys.com and does not expire.
- Shipping charges: Original shipping fees are non-refundable, except in cases of our error.
Anti-Fraud & Fair Use
We reserve the right to limit or deny returns or store credits where misuse is suspected, including but not limited to repeated claims, mismatched customer details (such as names or addresses), or excessive wear-and-tear claims.
The Satisfaction Guarantee is strictly limited to one claim per customer or household.
Policy Updates
This policy may be updated from time to time to reflect changes in logistics, carrier costs, supplier terms, or legal requirements. The version published on this page constitutes the current and governing policy.