Return & Exchange Policy
Rosetoy-official wants you to be completely satisfied with your new item and offers a 14-day return or exchange policy on most items. But please note that sales and discounted items can only be exchanged and are not eligible for return.
Returns & Exchanges Process:
- Please contact us first, customer service email: [email protected]
- 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.
Non-returnable & Non-refundable Products:
- Sales and discounted items
- Products that have been turned on or used
- Underwear or adult products that have been opened
- Receive items have been more than 14 days
- Items must be unused, undamaged, and returned in their original packaging;
- The return address is the address notified by customer service email:[email protected]
- Please attach your name, phone number, address, and a copy of the invoice/receipt.
- Unshipped orders: Please contact customer service to replace the products for you, customer service email: [email protected]
- 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 returned package.
- 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, credit cards take 7-15 business days to show a refund).
- 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: [email protected]