Effective Date: 2026
This page outlines the official Quality Guarantee and Limited Warranty terms for all products sold on our website, including adult toys, bondage props, intimate lingerie, lubricants, low‑temperature candles, and personal intimate accessories. This policy complies with international e‑commerce hygiene and consumer‑protection standards, clearly defining covered defects, excluded situations, and claim procedures to protect legitimate rights of both customers and our business.
General Quality Promise
All our products are 100% brand‑new, unused, and factory‑inspected before shipment. We strictly prohibit second‑hand, refurbished, or defective products. Every item undergoes strict quality checks for material safety, workmanship integrity, and proper functionality to ensure compliance with international safety and hygiene standards.
Category‑Specific Warranty & Guarantee Terms
Core Definition Difference:
Quality Guarantee: This is a factory quality commitment for brand‑new, unopened and unused products. We warrant that products are free of factory defects prior to delivery. It covers replacement of defective goods for unopened and unused products within a short timeframe.
Limited Warranty: Provides free after‑sales repair or replacement for products used under normal conditions within the warranty period, addressing functional failures resulting from factory‑originated quality defects. Warranty terms vary across product categories.
Due to the special hygiene attributes of intimate products, warranty policies are classified by product category. Hygiene‑sensitive consumables and opened intimate goods follow strict non‑return and non‑warranty rules in line with global industry standards.
1. Electronic & Mechanical Adult Toys
Warranty Period: 12 months (1 year) from the date of delivery
Warranty Service Scope (Official Repair & Replacement): Factory manufacturing defects including failure to power on, abnormal vibration or function, circuit failure, structural breakage caused by production flaws, and functional malfunctions occurring under normal daily use. Within the valid warranty period, we offer free repair or full‑product replacement; no labour or maintenance fees will be charged.
2. Non‑Electronic Silicone/TPR Manual Toys & Props
Quality Guarantee Period: 30 days from delivery
Guarantee & Partial Warranty Service: Covers factory defects such as material cracking, severe air bubbles, broken seams, incomplete molding, and obvious workmanship flaws that affect normal use. For non‑electronic products with confirmed factory quality defects within the guarantee period, we provide free‑of‑charge replacement service (no repair service for silicone/TPR products due to material characteristics).
3. Intimate Lingerie & Apparel
Quality Guarantee Period: 7 days from delivery
Guarantee Service Scope (No Repair Warranty): Covers factory‑originated flaws including open stitches, holes, severe colour difference, damaged fabric, and printing errors for unwashed, unworn products with tags intact. As intimate lingerie is a hygiene‑focused textile good, only quality‑guarantee replacement is available; no maintenance or repair warranty applies.
4. Consumable Hygiene Products
No Warranty & No Repair Service (Hygiene Mandatory Rule)
All liquid lubricants, low‑temperature candles and disposable intimate products are sealed hygiene consumables. No return, refund or warranty service will be offered once the seal has been opened or packaging has been damaged by the customer, in accordance with global hygiene regulations for intimate goods. Only unopened products with intact packaging suffering from factory‑caused leakage or damage qualify for replacement within 24 hours of delivery. No long‑term warranty applies.
Valid Warranty Claim Conditions
Customers can apply for free replacement or quality after‑sales service only if all the following conditions are met:
• The product falls within its valid warranty or guarantee period.
• Product failure results from factory manufacturing or material defects rather than human‑caused damage.
• Valid proof of purchase is provided, including order number, purchase date and photos or videos showing the defect.
• The product has not undergone unauthorized disassembly, modification or repair.
• The product has been used and cleaned in accordance with official instructions.
Warranty Void and Non‑Guaranteed Situations
The following situations will automatically void the warranty, and no return, refund, replacement or compensation will be provided:
• Human damage and misuse: Damage from being dropped, water ingress (non‑waterproof products), extrusion deformation, tearing caused by external human force, scratching, and damage caused by improper voltage.
• Improper cleaning and maintenance: High‑temperature disinfection, boiling, sun exposure, chemical corrosion, and cleaning not in accordance with product instructions.
• Opened and used hygiene consumables: Opened lubricants, candles, worn lingerie, and used toys (hygiene risk control).
• Natural wear and aging: Normal aging, slight surface fading, and wear caused by long‑term use (not factory defects).
• Unauthorized modification and disassembly: Unauthorized disassembly, modification, repair, or replacement of parts.
• Non‑quality issues: Personal dislike, inappropriate size, subjective texture difference, and wrong purchase.
• Overdue claims: After the warranty period expires.
Warranty Service Process
1. Contact Support: Submit a ticket through our website customer‑service within the warranty period, attach your order number and photos or videos of the defect, and describe the problem in detail.
2. Official Review: Our team will verify the problem within 1–3 working days to confirm whether it meets the warranty conditions.
3. After‑Sales Solution: For eligible warranty claims, we provide free replacement (no repair service for intimate products) and cover replacement‑related shipping costs as specified. Shipping costs for non‑eligible cases shall be borne by the customer.
4. Final Confirmation: Refund or replacement will be completed within 3–10 working days after review and confirmation.
Supplementary Notes
1. All intimate products are personal‑hygiene goods. To protect public health and customer safety, used, opened or contaminated products are non‑returnable and non‑refundable, in compliance with international consumer‑protection and hygiene legislation.
2. We reserve the right to update and optimize this warranty policy without prior notice. The latest version published on the website shall prevail.
3. Clearance, promotional, and final sale items follow the special after‑sales rules marked on the product page, which prevail over this general policy.
This limited warranty policy is independent of Product Support consulting services.