Returns & Refunds Policy
Your privacy, safety, and confidence matter to us. Because we sell intimate wellness products, return eligibility is limited by hygiene and safety requirements. Please contact us before mailing anything back; unauthorized returns may not be accepted.
Return Window
Contact support@aitoyplay.com within 7 days of confirmed delivery if an item is damaged, defective, incorrect, or missing. Include your order number, a clear description, and photos or a short video showing the issue and packaging.
Eligible Claims
- An incorrect item was shipped.
- An item arrived damaged in transit.
- An item has a verified manufacturing defect.
- An item listed on the packing information is missing.
Items We Cannot Accept
For health and hygiene reasons, opened, used, worn, washed, or unsealed intimate products are not eligible for return due to change of mind, preference, sizing, or ordering error. Clearance, gift cards, and personalized items are final sale unless defective or required otherwise by applicable law.
Review and Resolution
We review complete claims within 2–5 business days. If approved, we may offer a replacement, store credit, or refund to the original payment method, depending on the issue and product availability. We may ask you not to return a damaged item or may provide return instructions.
Approved Returns
Only mail a return after receiving written authorization and instructions from our support team. Approved returns must include the authorization details and, where applicable, all original packaging and accessories.
Authorized returns only:30 N Gould St Unit 176
Sheridan, WY 82801
United States
Do not send an item to this address without approval. The customer is responsible for return postage for non-defective eligible returns; Aitoyplay covers reasonable return costs for verified incorrect, damaged, or defective items.
Refund Timing
After approval, refunds are submitted to the original payment method within 3–7 business days. Your bank or card provider may require additional time to post the credit. Original shipping charges are non-refundable unless the order was incorrect, damaged, defective, or applicable law requires otherwise.
Cancellations
Contact us as soon as possible. We will try to cancel an order that has not entered fulfillment, but cancellation is not guaranteed once processing or shipment begins.
Consumer Rights
This policy does not limit rights that cannot be excluded under applicable consumer protection law.