Shipping Policy

• At present, Adult Toys ships and delivers its products Pan India and partners with third party logistic and delivery service providers in order to effectuate Product shipping and delivery to the Customer (“Delivery Partner“). Adult Toys shall provide the details of the Delivery Partner who will be responsible for shipping and delivery of the Products purchased by the Customer on the Platform until such Product is processed and delivered to the Customer. 

• Adult Toys’ standard delivery timelines range between 2 (Two) to 7 (Seven) business days from the date of Order of the Product by the Customer. However, this timeline differs based on the delivery location and the delivery of Products to certain locations may take longer than the above-mentioned timeline. Additionally, the Customer may be provided with Order confirmation details.

• The Customer agrees and acknowledges to provide correct and accurate shipping information to enable Adult Toys to effectuate timely delivery of the purchased Products including but not limited to name, shipping address, billing address, landmarks, contact details etc. The Customer shall ensure that all such information submitted to Adult Toys is true, complete, accurate and sufficient to identify the actual location of delivery. The Customer understands and agrees that Adult Toys shall not be liable in any manner due to the Customers failure to provide correct and complete information for successful delivery of the Products.

• While Adult Toys makes reasonable endeavours in ensuring that the Products are delivered to the Customer in a timely manner and within the timelines set forth in this Policy, the Customer accepts and acknowledges that the delivery may be delayed on account of: (a) logistical issues beyond Adult Toys’ control, (b) unsuitable weather conditions, (c) political disruptions, lockdowns, strikes, riots, protests etc., (d) acts of God such as floods, earthquakes, etc., and (d) any other such unforeseeable circumstances. It is expressly clarified that Adult Toys shall not be liable and is under no obligation to compensate the Customer for any claim that may arise due to such delay in the shipment or delivery of the purchased Products.

• Adult Toys endeavors to engage professional Delivery Partners to deliver the Products to the Customer. However, the Customer agrees and acknowledges that Adult Toys shall not be liable for any acts or omissions on part of the Delivery Partner, its employees, agents, or personnel including but not limited to deficiency in service, wrong delivery of Products, delay in delivering the Product, tampering with the Product.

Refund policy

1. CANCELLATION POLICY

• If the Customer places an Order and due to some reason Adult Toys is unable to ship the Product, the Order will be cancelled and the transaction amount, if already paid, will be refunded to the Customer in accordance with these terms.

• Some situations that may result in the Customer’s Order being cancelled include, without limitation, non-availability of the Products or quantities of Products ordered by the Customer, non-availability of the Services, inaccuracies or errors in pricing information, or occurrence of a Force Majeure Event. 

• Adult Toys will contact the Customer (at its sole discretion and if required) if all or any portion of the Customer’s Order is cancelled or if additional information is required to accept the Customer’s Order. 

• A promo code, once used for a particular Order shall not be reused in case of cancellation of Order either by the Customer or Adult Toys. It is being expressly clarified that in such an event, any promotional offers or free gifts associated with the Product shall be forfeited. 

• The Customer may place a request for cancellation of partial or entire Order between Monday to Friday from 10 AM to 6 PM by writing to Adult Toys at support@adultoysindia.com any time before the Order has been shipped. In case of requests for Order cancellations, Adult Toys reserves the right to accept or reject such requests for any reason whatsoever. 

• The Customer can raise a request for cancellation for one or all Products in the Order before such Order is dispatched by Adult Toys, except where the Products in the Order are part of (a) a package of other Products, or (b) if the Products are part of a promotional package (collectively referred to as “Combo Product Pack”). If the Customer raises such a request for cancellation, the Order for the Combo Product Pack shall stand cancelled as a whole.

• The Customer will not be able to cancel Orders that have already been processed. Adult Toys has the full right to decide whether an Order has been processed or not. The Customer hereby agrees not to dispute the decision made by Adult Toys and accepts Adult Toys’ decision regarding the cancellation. 

2. TERMS OF RETURN AND REFUND

• Adult Toys strictly does not offer any return or replacement of Products that have been opened, partly-used or used due to the personal nature of the Products and hygiene reasons. The Customer may raise a request for the return or replacement of a Product only within 48 (Forty Eight) hours of receipt of the Order (“Defective Delivery Return Window”) in case the Customer is returning or replacing the Product due to it being damaged and/or defective (“Defective Delivery”). It is mandatory for the Customer to make an unboxing video clearly depicting the issues with the Product and submit the same to Adult Toys along with the request for return or replacement of Product in accordance with Clause 3.4 of this Policy. The Customer acknowledges and agrees that Adult Toys shall not accept the Customer’s return or replacement request for Defective Delivery if such Customer does not raise the request within the Defective Delivery Return Window.

• The Customer agrees and acknowledges that Adult Toys shall not process request for return or replacement of the Product in case (a) the Product has been used or altered; (b) the Product is received in a physically damaged condition different from the condition of the Product in the unboxing video submitted by the Customer; (c) the Product is returned without original packaging including price tags, labels, samples and promotional gifts/freebies; (d) Adult Toys is not satisfied with the images or videos submitted by the Customer; and (e) the request is initiated beyond the Defective Delivery Return Window. 

• For any request for return or replacement (as applicable) of Product, the Customer shall take pictures or videos clearly depicting the issues with the Product and submit the same to Adult Toys along with the request for return or replacement of Product. The Customer understands that merely raising a request for return or replacement does not entitle such Customer to a refund or replaced Product. The request for return or replacement of Product shall only be processed if Adult Toys in its sole opinion is satisfied with the images or videos submitted and has expressly acknowledged and accepted the defect in the Product. The Customer agrees not to challenge such decision in any manner whatsoever.

• The Product warranty does not apply to (a) defects or damage to the Product resulting from misuse, tampering, improper, or unreasonable use; (b) defects to the Product due to improper storage, unusual physical or electrical stress; (c) scratches, dents or physical damage of the Product unless caused by Adult Toys and notified to Adult Toys during the Defective Delivery Return Window; (d) ordinary wear and tear of Products; (e) Products which the Customer has got repairs conducted by third party, unofficial repair centers or individuals; and (f) Product returned without the original packaging including price tags, labels, samples and promotional gifts/freebies. Any damage to a removable part will not result in the replacement of the entire Product, and only that part of the Product which is damaged shall be covered under warranty. 

• All of Adult Toys’ Products are packaged with tamper-proof packing. The Customer shall ensure to not accept any package containing the Products where the seal is tampered or outer package is damaged. It is expressly clarified that acceptance of a tampered or damaged package by the Customer will automatically disqualify such Customer from any return or replacement request for Defective Delivery.

• Only those Products for which (a) a return/replacement request has been placed by the Customer in accordance with this Policy and for which (i) the replacement is not possible; or (ii) a replacement is not asked for; or (b) a cancellation request has been initiated by Adult Toys or has been placed by the Customer as per this Policy, the Customer will be eligible for a refund. All refunds provided by Adult Toys shall be in accordance with Clause 3.10 of this Policy. The refund process will start once the returned or cancelled order is received and inspected at the warehouse. Upon verification and approval of any reported damage, the refund or replacement will be processed within 5 business days.

• THE CUSTOMER ACKNOWLEDGES AND AGREES THAT ANY RETURN OR REPLACEMENT OF THE PRODUCT, APPROVED BY ADULT TOYS IN ACCORDANCE WITH THIS POLICY SHALL BE STRICTLY PROCESSED ON A ONE-TIME BASIS. IT IS EXPRESSLY CLARIFIED THAT ADULT TOYS SHALL NOT PROVIDE ANY RETURN OR REPLACEMENT OF A PRODUCT WHICH HAS ALREADY BEEN RETURNED OR REPLACED. ONCE A PRODUCT HAS UNDERGONE THE RETURN OR REPLACEMENT PROCESS, IT IS CONSIDERED FINAL. 

• Details in relation to such refunds shall be informed to the Customer through the registered mobile number or email ID that was used at the time of signing-up or in such other manner as may be indicated by Adult Toys. Adult Toys reserves the right to honor such refund requests in a manner it deems fit and it is clarified that such refund requests shall be accepted by Adult Toys only in exceptional cases. The Customer agrees not to challenge such decisions in any manner whatsoever.

Need help?

Contact us at support@adultoysindia.com for questions related to refunds and returns.