At PureToyz, we are committed to ensuring your satisfaction with our products. Our Returns & Refunds Policy is designed to provide you with clarity and transparency regarding the processes involved. Please read the following guidelines carefully:

Order cancellation

All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.

Returns

**1. Eligibility for Returns:

  • Products must be in their original, unopened packaging.
  • Items must be unused and in the same condition as received.

**2. Timeframe for Returns:

  • Please initiate a return within 30 days of the purchase date.
  • We recommend inspecting your order immediately upon receipt to address any concerns promptly.

**3. Return Process:

  • Contact our customer support team at info@puretoyz.com to initiate the return process.
  • Provide your order number, the product(s) you wish to return, and the reason for the return.
  • Once approved, you will receive detailed instructions on how to return the item(s).

Refunds

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

  • you do not receive them within the guaranteed time (45 days not including 2-5 day processing)
  • you receive the wrong item
  • you do not want the product you have received (but you must return the item at your expense and the item must be unused)

We do not issue the refund if:

  • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

**4. Refund Process:

  • Refunds will be processed once the returned items are received and inspected.
  • Please allow up to 15 days for the refund to reflect in your original payment method.

**5. Non-Returnable Items:

  • For health and hygiene reasons, certain items such as intimate apparel, open adult toys, and personal care products are non-returnable.

**6. Damaged or Defective Items:

  • If you receive a damaged or defective product, please contact us within 7 days of receiving the order.
  • Provide clear photos of the damaged or defective item(s) for our review.

**7. Discreet Packaging:

  • Rest assured that our packaging is discreet, and the return process is handled with the utmost confidentiality.

**8. Shipping Costs:

  • Customers are responsible for return shipping costs unless the return is due to an error on our part or a defective product.

**9. Exchanges:

  • We currently do not offer exchanges. If you wish to replace an item, please initiate a return for the unwanted item and place a new order for the desired product.

*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on the Contact Us page.

Thank you for choosing PureToyz. Your satisfaction is our #1 priority, and we are dedicated to providing a hassle-free shopping experience.

This Returns & Refunds Policy is effective as of 01.02.2024 and is subject to change without notice. Please check this page for the latest updates.