Returns, Exchanges, and Refunds Policy

WOLFTOYZ values every customer's shopping experience, privacy, and product safety. As some products sold on this website are for personal and intimate use, for health, hygiene, and safety reasons, we do not accept returns or exchanges once the product has been opened or the hygiene seal has been broken, unless the product has a manufacturing defect, was damaged in transit, was sent incorrectly, was missing from the order, or does not match the product description.

Before submitting a return, exchange, or refund request, please carefully read the following terms to confirm whether your order and products are eligible.

I. Scope of Application

This policy applies only to:

  1. Products purchased through the official WOLFTOYZ website;

  2. Orders for which the customer can provide a valid order number, purchase record, or official receipt issued by WOLFTOYZ; and

  3. Orders that meet the return, exchange, or refund conditions listed in this policy.

For products purchased through third-party platforms, other retailers, distributors, or websites other than the official WOLFTOYZ website, please contact the original point of purchase directly.

II. Situations Eligible for Returns, Exchanges, or Refunds

If any of the following situations occur, customers may contact WOLFTOYZ customer service within 7 days of receiving the product to submit a request:

  • Received the wrong product;

  • Items paid for are missing from the order;

  • The product was clearly damaged upon arrival;

  • The product has a non-human-caused manufacturing defect;

  • Electronic products fail to start after being fully charged and operated correctly according to the manual;

  • Significant specifications, models, or contents of the product clearly do not match the product description on the website; or

  • Other situations confirmed by WOLFTOYZ to be the responsibility of the company or the supplier.

WOLFTOYZ will arrange one or more of the following solutions based on the product condition, supporting evidence, inventory, and the specific brand’s warranty policy:

  • Reshipment of missing items or accessories;

  • Replacement with the same product;

  • Replacement with another product of equal value;

  • Arranging for inspection and maintenance by the original manufacturer or supplier;

  • Refund of all or part of the product cost; or

  • Provision of another mutually agreed reasonable solution.

If the same product is sold out or discontinued, WOLFTOYZ may arrange for a replacement of equal value or refund the relevant product cost.

III. Situations Where Returns, Exchanges, or Refunds Are Not Accepted

Except for products confirmed to have manufacturing defects, shipping damage, incorrect shipment, missing items, or products that do not match the order, returns, exchanges, or refunds are not accepted in any of the following situations:

  • Customer changed their mind, no longer needs the product, or ordered the wrong item;

  • The product does not meet the customer's personal preferences, expectations, size perception, vibration intensity, noise level, or usage experience;

  • The product has been used, cleaned, disinfected, modified, or handled improperly;

  • The hygiene seal, protective film, sealed packaging, or disposable packaging has been opened or damaged;

  • The product is stained with bodily fluids, lubricants, dirt, hair, odors, or other signs of use;

  • Product packaging, manuals, charging cables, remote controls, storage bags, gifts, or other accessories are incomplete;

  • The product is damaged due to dropping, incorrect charging, use of unsuitable lubricants, water ingress, improper cleaning, improper storage, or failure to follow the manual;

  • Splash-proof products have been fully submerged in water, or non-waterproof products have come into contact with moisture;

  • The product shows natural wear and tear, cosmetic abrasion, battery degradation, or gradual performance decline due to normal use;

  • The customer did not submit the request within the specified time limit;

  • The product was not purchased through the official WOLFTOYZ website;

  • The product has been resold, transferred, or given to a third party;

  • The product is clearly marked as a gift, trial version, or free sample;

  • The customer fails to provide order records, proof of issue, or other reasonably requested information; or

  • The product damage stems from the actions of the customer, the recipient, or a third party, rather than a manufacturing defect or the responsibility of WOLFTOYZ.

Special, discounted, or promotional products generally cannot be returned or exchanged without reason; however, if the product is confirmed to have a manufacturing defect, shipping damage, incorrect shipment, missing items, or does not match the order, it will still be handled in accordance with this policy.

IV. Items Non-returnable for Hygiene Reasons

Except for items confirmed to have manufacturing defects, shipping damage, incorrect shipment, missing items, or products that do not match the order, the following items cannot be returned or exchanged once opened:

  • Adult toys and other intimate products;

  • Condoms and other barrier products;

  • Lubricants, massage oils, cleaners, and other liquid products;

  • Underwear, intimate apparel, and wearable items;

  • Disposable or single-use items;

  • Food, beverages, supplements, and other edible items;

  • Personal care and hygiene products; and

  • Other products unsuitable for resale due to health, hygiene, or safety reasons.

The above restrictions do not affect the customer's right to submit a request regarding manufacturing defects, damage, incorrect shipment, or products that do not match the order.

V. Product Inspection and Unboxing Requirements

  1. Upon receiving the product, customers should promptly check that the outer packaging, product model, quantity, and accessories are correct.

  2. If the courier packaging shows obvious signs of damage, leakage, crushing, or tampering, the customer should photograph the following before opening:

    • The full outer packaging;

    • The shipping label;

    • The damaged area of the parcel; and

    • The condition of the product after opening.

  3. We recommend that customers film a continuous video while unboxing to provide proof in the event of incorrect items, missing items, or damage.

  4. Do not tear open hygiene seals, protective films, or sealed packaging until you have confirmed the product model and exterior are correct.

  5. If you receive the wrong product, do not open or use it, and contact customer service immediately.

  6. Electronic Products and Manufacturing Defects

    7. If an electronic product is not functioning properly, customers should first:

    1. Fully charge the product using the original or specified charging method according to the manual;

    2. Confirm whether the travel lock or safety lock has been disengaged;

    3. Attempt the startup or reset steps listed in the manual; and

    4. Contact customer service for basic troubleshooting.

    5. If the issue remains unresolved, the customer must provide a video clearly showing the problem. The video should include the product, the operation process, indicator lights, and relevant accessories.

      6. The following situations are generally not considered manufacturing defects:

      • Vibration noise or intensity differs from the customer's personal expectations;

      • Natural degradation of the battery after a period of normal use;

      • Failure to start because the travel lock was not disengaged;

      • Use of an unsuitable charger, voltage, charging cable, or power source;

      • Product damaged due to improper use, dropping, water ingress, or incorrect cleaning; or

      • The product functions normally, but the customer is unfamiliar with the operation method.

      VII. Return and Exchange Application Procedure

      To request a return, exchange, or refund, customers must contact WOLFTOYZ via website customer service, email, or WhatsApp within 7 days of receipt, providing:

      • Order number and purchase information;

      • Customer name and contact details;

      • Name and model of the product involved;

      • Detailed description of the issue;

      • Photos of the full outer packaging and shipping label;

      • Photos of the product, packaging, hygiene seals, and all accessories;

      • Photos or videos clearly showing the issue; and

      • Other information reasonably requested by WOLFTOYZ.

      The application date will be based on the date the customer first sends a complete notification to WOLFTOYZ. Even if customer service does not reply immediately, provided the customer submitted the initial notice within the deadline, the application will not be considered overdue solely due to the customer service response time.

      If the submitted information is incomplete, WOLFTOYZ may request additional information, which will correspondingly extend the processing time.

      VIII. RMA (Return Merchandise Authorization)

      1. All returned products must have prior authorization via an RMA issued by WOLFTOYZ.

      2. Once the RMA application is approved, WOLFTOYZ will inform the customer of the return address, packaging requirements, specified deadline, and other arrangements.

      3. WOLFTOYZ reserves the right to refuse any returns sent without prior approval, without an RMA number, sent via "cash on delivery," or sent to an unauthorized address.

      4. Customers must not indicate sensitive or unnecessary product information on the outside of the return package.

      5. Customers must ship the product within the timeframe specified in the RMA approval notice; late applications may require re-approval.

      6. All returned products must include original packaging, manuals, charging cables, remote controls, storage bags, gifts, and other original accessories.

      7. After shipping the product, the customer should provide a valid tracking number to WOLFTOYZ.

      IX. Return Shipping Fees and Arrangements

      1. Customers must use a trackable registered mail or courier service to return products.

      2. The sender bears the shipping risk from the moment the item is shipped until WOLFTOYZ confirms receipt.

      3. WOLFTOYZ is not responsible for loss or damage caused by improper packaging or during return transit.

      4. If a return is confirmed to be caused by WOLFTOYZ’s error (wrong/missing item, transit damage, or manufacturing defect), WOLFTOYZ will cover reasonable return shipping costs as approved and ship the replacement product free of charge.

      5. Customers must return products according to the methods provided by WOLFTOYZ. Costs for expensive or specialized courier services chosen without prior approval may not be fully reimbursed.

      6. Overseas customers generally must pay return shipping costs upfront. After confirmation of WOLFTOYZ’s responsibility, reasonable costs will be handled as agreed upon.

      7. Costs for inspection, return, or re-shipment resulting from customer error, improper use, or other reasons not attributable to WOLFTOYZ will be borne by the customer.

      X. Product Inspection and Results

      1. Upon receiving the returned product, WOLFTOYZ will inspect the product, packaging, accessories, and the issue reported by the customer.

      2. Product inspection generally takes 7 to 14 working days; if it must be sent to the brand, supplier, or original manufacturer, processing time may be extended.

      3. If inspection confirms a manufacturing defect, WOLFTOYZ will arrange for an exchange, repair, reshipment, or refund in accordance with this policy.

      4. If the product is found to be working correctly, or if the problem was caused by improper use, human damage, or reasons not covered by this policy, the application may not be approved.

      5. If the customer requests the return of a denied item, the customer may be responsible for re-shipping costs.

      6. If the customer fails to pay re-shipping costs or provide necessary information within the notification deadline, WOLFTOYZ will handle the item according to applicable laws and notification terms.

      XI. Refund Methods and Processing Time

      1. Refunds will only be arranged after the application is approved and required inspections are completed.

      2. Unless otherwise agreed, refunds will be processed via the original payment method.

      3. WOLFTOYZ will generally submit refund instructions within 14 working days of approval and will strive to complete processing within four weeks.

      4. The actual time for funds to appear in the account depends on the bank, credit card issuer, or payment service provider's processing procedures.

      5. If the original payment method is invalid or unable to accept refunds, WOLFTOYZ will contact the customer to arrange an alternative method.

      6. If an order was paid in foreign currency, the refund may be processed in the original transaction currency. WOLFTOYZ cannot guarantee reimbursement for differences caused by exchange rate fluctuations, bank fees, or payment service provider charges.

      7. Promo codes, coupons, member points, gifts, or other non-cash offers generally will not be refunded in cash.

      XII. Shipping Fees, Discounts, and Gifts

      1. Except where the return is due to WOLFTOYZ’s error (wrong/missing item, transit damage, manufacturing defect, or other confirmed company responsibility), original shipping fees are non-refundable.

      2. For "undeliverable orders," the refund will be net of original shipping, return shipping, and reasonable handling fees; please refer to WOLFTOYZ’s shipping policy for details.

      3. The additional handling fee for "undeliverable orders" will not exceed 15% of the total order value.

      4. If a refund results in the order total no longer meeting original discount, threshold offers, or free shipping requirements, the difference or applicable shipping fees may be deducted from the refund.

      5. If the returned product included a gift, the customer must return the gift unopened and in its original condition.

      6. If a gift cannot be returned, has been used, or the packaging is incomplete, WOLFTOYZ may deduct the value of the gift as stated on the order or website from the refund.

      7. Free gifts or samples are generally not refundable in cash; however, if there is a safety issue or obvious defect, customers may still contact customer service.

      XIII. Manufacturer Warranty

      1. Some brands or electronic products may include a manufacturer warranty; the actual warranty period and scope are subject to the product page, packaging, or brand terms.

      2. Product issues occurring after the WOLFTOYZ return/exchange period may need to be handled according to the manufacturer's warranty process.

      3. Customers should keep order records, product packaging, serial numbers, warranty proof, and all accessories.

      4. Manufacturer warranties may not cover problems caused by human damage, normal wear and tear, battery degradation, water ingress, improper charging, improper cleaning, or failure to follow the manual.

      5. Warranty and repair times for different brands vary; WOLFTOYZ will assist customers in contacting the relevant brand or supplier within a reasonable scope.

      6. Refusal of Improper Requests

        7. WOLFTOYZ may refuse the following requests with reasonable justification:

        • The request does not comply with this policy;

        • The submitted order or product information is untruthful;

        • The product was not sold by WOLFTOYZ;

        • The product issue was caused by improper use or human damage;

        • The customer has intentionally abused return, exchange, refund, payment dispute, or promotional mechanisms;

        • The returned product does not match the original order; or

        • There is reasonable suspicion that the request involves fraud or illegal activities.

        If necessary, WOLFTOYZ may request additional information to verify the order, payment, delivery, or product condition.

      7. Other Terms

        1. WOLFTOYZ may propose reasonable solutions such as exchange, reshipment, repair, partial refund, or full refund based on the nature of the product, brand warranty terms, logistics, and actual circumstances.

        2. This policy may be updated due to legal, operational, or after-sales arrangements. The applicable version is generally the policy posted on the website when the customer submits the order, unless otherwise required by law.

        3. If any term of this policy conflicts with applicable law, the legal provisions shall prevail, and the remaining terms shall remain in effect.

        4. WOLFTOYZ will make reasonable judgments and handle return/exchange/refund requests, without excluding or limiting the statutory rights enjoyed by customers under applicable law.