Returns + Exchanges

1. Return Time Window

2. Eligibility Rules

1. Item remains unused, unopened, with original factory safety seals completely intact
2. Full original packaging, accessories, manuals and tags are included
3. No scratches, stains, damage or wear on product or packaging
4. Valid order number and delivery proof are provided in your request

Hygiene Exclusion Clause (Critical)

• Any intimate device with broken factory safety seals cannot be returned or exchanged for hygiene reasons
• Final sale, clearance, personalized AI hardware bundles are non-refundable & non-exchangeable
• Disposable intimate care products are excluded from all return services

3. Acceptable Return Reasons

1. Factory manufacturing defects
2. Incorrect item shipped by our warehouse error
3. Damaged items received during delivery (photos required within 7 days of delivery)
4. Unopened sealed goods for size/variant exchange within 30 days

4. Return & Exchange Process

1. Send your request to lunnove@outlook.com, include order number, product name and reason for return/exchange
2. Our team reviews within 2 business days and issues a Return Authorization Number (RA#)
3. Repack all complete items clearly mark RA# on outer shipping box
4. Ship back to our warehouse address provided in approval email
5. Warehouse inspection passed: refund or replacement shipment processed within 5–7 business days

5. Shipping Cost Rules

1. Defective / wrong / damaged items (our fault): Free prepaid return label; replacement shipping covered by us
2. Voluntary unopened return/exchange (customer’s choice): Customer pays return shipping; we cover shipping for exchanged new goods
3. International return shipping fees, customs duties and import taxes are fully customer’s responsibility

6. Refund Terms

• Refunds issued to your original payment method
• Bank processing delays of 3–10 business days may occur depending on payment providers
• Original checkout shipping fees are non-refundable unless the error comes from our warehouse
• Store credit alternative: Extra 10% credit bonus if you choose store credit instead of cash refund

7. Return Rejection Conditions

• Safety seals broken or product shows signs of use
• Damages caused by improper storage or misuse
• Request submitted after 30-day window
• Packaging, accessories or original parts are missing

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