Return & Exchange Policy

We want you to be happy with your purchase from The Rose Toy Official and offer a 14-day return or exchange policy. If you aren't satisfied with the product, please first contact us at service@the-rose-toy-official.com to learn how to troubleshoot the problem. Be sure to include your order number and we will assist you as soon as possible.

Based on health considerations, returns are only accepted when items are brand new and unopened.

Returns & Exchanges Process:

• Please contact us first, via customer service email: service@the-rose-toy-official.com
• We will provide our return address.
• Please attach the order number, your email and return or exchange reasons on the return note, and ship it with your items together back to our warehouse.
• We will process a refund or exchange within 7 workdays after we confirmed receiving your parcel.

PS:  Please do not privately return the address on the package, contact us first before you return the parcel in case of unnecessary trouble. 
Freight should be paid by your side and customs clearance should be included to avoid being stuck in customs.

 Non-returnable & Non-refundable Products:

• Sales and discounted items
• Products that have been turned on or used
• Underwear or adult products that have been opened
• Receive items have been more than 14 days

Refund Processing Time:

• We will process the refund within 7 workdays after we receive returned package.
• Refund will be refunded to the card you paid. When you will receive the refund, depends on your payment method. (Paypal takes 24 hours, and credit cards take 15 business days to show a refund).

Exchange:

• Unshipped orders: Please contact customer service to replace the products for you, customer service email: service@the-rose-toy-official.com
• Signed orders: the products must meet the returnable standards, please contact our customer service to get the return address.

Shipping Costs:

• The postage depends on the logistics company in your area.
• Freight, taxes, and insurance are not refundable.
• The-rose-toy-official will not be responsible for any return or exchange costs.
• No restocking fee is to be charged to the consumers for the return of a product.

If you have any questions or need more information about our return policy, please don't hesitate to get in touch with us. Our friendly and helpful team will be able to answer any questions you may have. We're here to help!

Customer Service Email: service@the-rose-toy-official.com