Return & Exchange Policy

We want you to feel confident shopping at RoseToyOfficial. Eligible products may be returned or exchanged within 60 days of delivery, subject to the conditions explained below.

Return Eligibility

To qualify for a 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.

All returned products are inspected before a refund or exchange is approved.

Damaged, Defective or Incorrect Items

Please contact us as soon as possible if your order arrives damaged, has a product-quality issue or contains the wrong item.

Include your order number, a description of the issue, and clear photos or video showing the product and packaging. After verification, we will provide return or replacement instructions.

Change-of-Mind Returns

Unopened, unused and factory-sealed products may be returned within 60 days if you ordered the wrong item or no longer want the product.

For change-of-mind returns, the customer is responsible for return shipping. We strongly recommend using a trackable shipping method, as RoseToyOfficial is not responsible for returned parcels that are lost in transit.

Non-Returnable and Non-Refundable Items

The following items cannot be returned or refunded:

• 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.
• Items purchased from an unauthorized third-party seller.
• 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 when otherwise required by applicable law.

How to Request a Return or Exchange

1. Email service@rosetoyofficial-us.com before sending anything back.
2. Include your order number, the email address used for the order, the item you wish to return, and the reason for the request.
3. Wait for our customer service team to confirm eligibility and provide the authorized return address and instructions.
4. Package the item securely and send it using the approved return instructions.
5. After the return is received and inspected, we will email you with the approval or rejection of your refund or exchange.

Return Shipping Costs

Original shipping charges and optional shipping insurance are not refundable unless the return was caused by our error or otherwise required by law.

Customers are responsible for any return-shipping documentation or customs requirements that apply to customer-paid international returns.

Refund Processing Time

After your return is delivered, we will inspect it and process an approved refund within 7 business days. Refunds are issued to the original payment method.

• PayPal refunds may appear within approximately 24 hours after processing.
• Credit-card refunds may take up to 15 business days to appear, depending on your bank or card provider.

Processing times shown above are estimates. Your financial institution may require additional time to post the refund to your account.

Exchanges

Orders That Have Not Shipped

Contact 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 conditions above. Contact customer service to request an exchange and receive the authorized return address.

Exchange items are shipped after the returned item has been received, inspected and approved.

Order Cancellation Policy

Orders may be canceled within 24 hours of purchase only if they have not already been processed or shipped.

Our warehouse normally processes 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, we will cancel it and issue a full refund.
• If the order has already shipped, it cannot be canceled and must follow the return process described above.