Refund policy
Returns
We offer a 90-day return period from the date your order is delivered.
Due to the intimate nature of our products and for hygiene and safety reasons, products with opened, removed, broken, or tampered protective seals are not eligible for return unless they are defective, damaged, or incorrect upon arrival.
To be eligible for a return, the item must:
- Be unopened
- Have the original protective seal intact and unbroken
- Be returned in its original packaging
- Include proof of purchase
To request a return, please contact support@rosetoy.com before sending any item back. Returns sent without prior authorization may be refused.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If you receive a defective, damaged, or incorrect item, contact us immediately at support@rosetoy.com. We may request photos or videos to verify the issue.
Products covered under our 2-Year Warranty may qualify for troubleshooting, replacement parts, replacement products, or other remedies at our discretion.
Order Cancellations
Orders may only be cancelled before they enter the fulfillment process.
Once an order has been processed, packed, prepared for shipment, or transferred to a shipping carrier, it cannot be cancelled.
Please note that carrier tracking updates may be delayed. An order may already be shipped even if tracking information has not yet updated or displays "USPS Awaiting Item" or similar carrier messages.
Refused Deliveries and Returned Packages
Customers may refuse delivery or return unopened packages.
Once the package is returned and received by our warehouse, a refund may be issued.
Original shipping charges are non-refundable.
If a package is returned due to:
• Incorrect or incomplete shipping address
• Failure to collect the package
• Refused delivery
• Failure to respond to carrier requests
The original shipping charge and any return shipping costs may be deducted from the refund.
Shipping Address Errors
Customers are responsible for providing a complete and accurate shipping address.
If a package is returned because an incorrect or incomplete address was provided, the customer may choose:
• Re-shipment (additional shipping fee may apply), or
• Refund minus shipping and return shipping costs
Non-Returnable Items
The following items cannot be returned:
• Opened or used intimate products
• Products returned without original packaging
• Gift cards
• Sale or clearance items
• Personalized or custom products
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method within 10 business days.
Original shipping charges are non-refundable.
Please note that banks and credit card providers may require additional time to post the refund.
If more than 15 business days have passed since your refund was approved, please contact support@rosetoy.com.