Refund policy
You may claim a refund for eligible returns or product faults. However, please note that certain conditions do apply, and that certain products cannot be returned or exchanged. Please refer to specifics below.
❌ INITIMATE ITEMS
Due to the nature of some of our products, and for hygienic and safety reasons – we will not be able to accept returns or exchanges of intimate items, unless there are any faults. Intimate items include: dildos, sex toys, vibrators, and any other items of a similar nature, where its intended use is associated with close body contact.
However, if there are any issues or if you’re unhappy about anything, please do let us know. We’ll be happy to make it right. Your satisfaction is our top priority!
✅ NON-INTIMATE ITEMS – WITHIN 14 DAYS FROM DATE DELIVERED
For non-intimate products, such as: clothing and costumes, you may return your item within 14 days from the day that it was delivered, in exchange for a replacement or refund.
Return conditions:
- To be eligible for a return, your item must be unused, unwashed, not worn out, and in the same condition that you received it. It must also be in the original packaging.
- If 14 days have gone by since your delivery date, unfortunately we can’t offer you a replacement or refund.
Return process:
- If eligible, please contact us, if you would like a replacement or refund.
- We will confirm and inform you of how to send it back to us.
- Once your return is received, we will check to make sure that it’s in the same, original condition. We will then send you an email to notify you that we have received your returned item, and the confirmation of your refund.
- Any issues regarding your return, we will contact you via email as well.
- Once approved, your refund will be processed back to your original method of payment. The time it takes for the refund to be back into your account may vary with your banking provider, but in most cases, it shouldn’t take longer than 3-5 working days, if not sooner.
Partial refunds:
Under the following unfortunate circumstances, we’ll only be able to issue a partial refund:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days, after the day when a return has been authorized
In such cases, we will communicate with you via email, and inform you about the partial refund amount and the reasoning.
⛔ OTHER NON-RETURNABLE ITEMS
- Perishable goods such as food, newspapers or magazines
- Gift cards
- Downloadable digital products
✅ EXCHANGES & REPLACEMENTS
In the unlikely event that you received a product that is defective, damaged or incorrect, please contact us and we’ll arrange for a replacement.
📦 RETURN SHIPPING POLICY
For most of our products, we will provide you with a pre-paid return label, where shipping costs will be covered by us. Where there is an exception to this, we will notify you when we respond to your return request. In such instance, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs paid by you unfortunately are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item of high value, you should consider using a trackable shipping service or purchasing shipping insurance.
💬 CONTACT INFORMATION
If there are any issues or if you’re unhappy about anything, please do let us know. We’ll be happy to make it right. Your satisfaction is our top priority!
You can contact us using the chat function or contact form on our website, or email us DIRECTLY at hello@exoreya.com. This contact information can also be referred to on our Contact us page.