Return Policy
This Return & Exchange Policy applies to eligible purchases made directly through RoseToyOfficial at rosetoyofficial-us.com.
We want customers to understand the return process clearly before and after placing an order. Eligible products may be returned or exchanged within 60 days of delivery, subject to the conditions explained below.
Return Eligibility
To qualify for a standard return or exchange, the product must:
- Be returned within 60 days of delivery.
- Be brand new, unused and not turned on.
- Remain unopened and factory-sealed.
- Include the original packaging and included accessories.
- Include valid proof of purchase from RoseToyOfficial.
Returned products are inspected before a refund or exchange is approved.
Damaged, Defective or Incorrect Items
Please contact RoseToyOfficial as soon as possible if your order arrives damaged, contains the wrong item or appears to have a product-quality issue.
Please include your order number, a description of the issue and clear photos or video showing the product and packaging where appropriate.
After reviewing the information, our customer service team will provide the appropriate return, replacement or resolution instructions.
Change-of-Mind Returns
Unopened, unused and factory-sealed products may be returned within 60 days of delivery if you ordered the wrong item or no longer want the product.
For an eligible change-of-mind return, the customer is responsible for return shipping.
We recommend using a trackable shipping method. RoseToyOfficial cannot take responsibility for customer-paid return parcels that are lost before reaching the authorized return address.
Non-Returnable and Non-Refundable Items
The following items are normally not eligible for return or refund:
- Intimate products that have been opened, turned on or used.
- Products that are not in their original condition or packaging.
- Items returned more than 60 days after delivery.
- Products not purchased directly from rosetoyofficial-us.com.
- Gift cards and other non-physical products.
- Clearance or final-sale items clearly marked as non-returnable at the time of purchase.
These restrictions do not apply when an item arrives damaged, defective or incorrect, or where a return or refund is otherwise required by applicable law.
How to Request a Return or Exchange
- Contact RoseToyOfficial at service@rosetoyofficial-us.com before sending anything back.
- Include your order number, the email address used for the order, the item you wish to return and the reason for your request.
- Wait for our customer service team to confirm eligibility and provide the authorized return address and instructions.
- Package the approved item securely and return it according to the instructions provided.
- After the return is received and inspected, RoseToyOfficial will notify you of the approval or rejection of your refund or exchange.
Return Shipping Costs
| Reason for Return | Return Shipping Cost |
|---|---|
| Damaged, defective or incorrect item | Paid by RoseToyOfficial after approval |
| Wrong item ordered, changed mind or no longer wanted | Paid by the customer |
Original shipping charges and optional shipping insurance are generally not refundable unless the return was caused by our error or a refund is otherwise required by law.
Customers are responsible for any shipping documentation or customs requirements that apply to customer-paid international returns.
Refund Processing Time
After an approved return is delivered to the authorized return location, RoseToyOfficial will inspect the product and normally process the approved refund within 7 business days.
Refunds are issued to the original payment method used for the order.
- PayPal refunds may appear within approximately 24 hours after the refund has been processed.
- Credit-card refunds may take up to 15 business days to appear, depending on the bank or card provider.
These timeframes are estimates. Your payment provider or financial institution may require additional time to post the refund to your account.
Exchanges
Orders That Have Not Shipped
Contact RoseToyOfficial customer service as soon as possible. If the order has not entered fulfillment, we may be able to change the product before shipment.
Delivered Orders
Delivered products must meet the return eligibility requirements described above.
Contact our customer service team to request an exchange and receive the authorized return instructions.
An exchange item is normally shipped after the returned product has been received, inspected and approved.
Order Cancellation Policy
Orders may be eligible for cancellation within 24 hours of purchase only if they have not already been processed or shipped.
Our warehouse normally begins processing orders within 1–2 business days. Because fulfillment can begin quickly, submitting a cancellation request within 24 hours does not guarantee that the order can still be canceled.
- If the order has not shipped and cancellation is still possible, RoseToyOfficial will cancel the order and issue the applicable refund.
- If the order has already shipped, it cannot normally be canceled and must follow the return process described on this page.
Related RoseToyOfficial Policies
For additional information about shopping through rosetoyofficial-us.com, please review:
Contact RoseToyOfficial
Questions about a return, exchange, refund or cancellation can be sent directly to the RoseToyOfficial customer service team.
Email: service@rosetoyofficial-us.com
Please include your order number and the email address used for the order so we can assist you more efficiently.