General Return & Exchange Guidelines

  • Rosetoy-official wants you to be completely satisfied with your new item and offers a 180-day return or exchange policy on most items. 
  • To be eligible for a return, the item must be unused, unopened, and in its original packaging.
  • Return shipping costs are the responsibility of the customer unless the return is due to an error on our part.

Non-returnable Products:

  • Products that have been turned on or used cannot be returned for hygiene and safety reasons
  • Underwear or lubricant that has been opened
  • Receive items have been more than 180 days

*Please note that some products may have minor sounds or vibrations that are considered normal.

Quality Assurance:

  • We assure you that all our products are new, unused, and in perfect condition when shipped.
  • We do not send out products that have been opened or used by other customers.
  • Our team conducts thorough quality checks to ensure that only brand-new and unopened products are shipped to our customers.

Returns & Exchanges Process:

  • Please contact us first, customer service email:
  • We will provide our return address.
  • Please attach the order number, your email and return or exchange reasons on the return note, and ship it with your items together back to our warehouse.
  • We will process refund or exchange in 1-7 workdays after we confirmed receiving your parcel.

PS:  Please do not privately return the address on the package, contact us first before you return the parcel in case of unnecessary trouble. 
Freight should be paid by your side and customs clearance should be included to avoid being stuck in customs.

Return Requirements:

  • Items must be unused, undamaged, and returned in their original packaging;
  • The return address is the address notified by customer service
  • Please attach your name, phone number, address, and a copy of the invoice/receipt.

Exchange Requirements:

  • Unshipped orders: Please contact customer service to replace the products for you, customer service email:
  • Signed orders: the products must meet the returnable standards, please contact our customer service to get the return address.

Refund Processing Time:

  • We will process the refund within 7 workdays after we receive the customer's refund request and negotiate with the customer and reach an agreement.
  • Refund will be refunded to the card you paid. When you will receive the refund, that depends on your payment method. (Paypal takes 24 hours, and credit cards take 7-15 business days to show a refund).

Shipping Costs:

  • The postage depends on the logistics company in your area.
  • Freight, taxes, and insurance are not refundable.
  • Rosetoy-official will not be responsible for any return or exchange costs.

If you have any questions or need more information about our return policy, please don't hesitate to get in touch with us. Our friendly and helpful team will be able to answer any questions you may have. We're here to help!


Customer Service Email: