Refund policy

Return Policy

MyMasturbators ensures all products are brand new and unused. Before purchasing, you can review detailed product information, including appearance, size, and images/videos, to confirm it meets your preferences.

Due to direct contact with intimate areas, we strongly advise against returns to prioritize health and safety and avoid potential cross-contamination risks from resale. However, if the item arrives damaged or defective, you may request a refund or replacement by contacting our customer service.

We appreciate your understanding of this policy, which is designed to protect the well-being of all customers.

Return Conditions

(a) You have 2 days to decide if an item is right for you, if not, you can certainly come to us within 2 days of receipt.
(b) Items returned must be in their unused condition with the intact packing. We do not accept a returned item including its’ box that's sworn, damaged, used, or altered in any way.
(c) We do not accept returned items that were sent back by you directly without checking with us first.
(d) We do not accept packages returned by the C.O.D. service. Return shipping charges are non-refundable.

How Do I Return?

(a) Get in touch with our customer service representative. Indicate which item(s) you would like to return and the reason for your return. Returns are possible only after reaching an agreement with customer support.
(b) Place the item(s) in the original packing and seal the parcel securely.
(c) Drop off your package at the local post office and provide a valid tracking number or tracking link within 48 hours after you send your parcel.
(d) Once we receive your package, we will promptly process an exchange or issue a refund to your account in accordance with our return conditions.

Refund Policy

Can I Get a Refund?

Refunds are available under the following conditions:

1. Cancellable Orders:

(a) Within 12 hours of ordering (if the package has not been dispatched): Full refund with no transaction fee.
(b) After 12 hours of ordering (if the package has not been dispatched): Cancellation is still possible, but a 10% transaction fee will apply, and the remaining amount will be refunded.

2. Unreceived Orders:

(a) Correct address, but package not received for an extended period: A refund will be issued after verification and agreement with customer support.
(b) Partial items missing from a multi-item order: A refund for the missing items will be issued after verification and agreement with customer support.

3. Post-Receipt Issues:

(a) Damaged product: Submit photos to customer support for verification, and a refund will be issued upon agreement.
(b) Defective product: Submit photos to customer support for verification, and a refund will be issued upon agreement.
(C) Change of mind (product and packaging are unused and in resalable condition): Submit photos to customer support for verification, and a return/refund will be processed upon agreement.

For any issues, please contact our support team with relevant details (e.g., photos, order number) for prompt assistance.

When Will the Refund Be Received?

Once refund is done, you will get the money in your payment account within 24 hours. If you do not get it for a long time, please contact our customer service representative at service@mymasturbators.com for help.