Refund policy



LEXY ® provides customers with the following exchange guarantee


1. 30-day "One-to-One" Exchange Guarantee 2. After-Sales "One-to-One" Maintenance Guarantee

To ensure customers' own rights and interests, customers are advised to read all return, exchange, and warranty instructions before making a purchase or applying for an exchange. After making a purchase, please keep the following items, including but not limited to the electronic shopping receipt, box, product, all accessories, and the warranty certificate (if any) included in the product packaging.

Apply

 

Product Return and Warranty Policy



1. 30-day "One-to-One" Exchange Guarantee

 

LEXY provides you with a worry-free exchange service for 30 days from the order purchase date (excluding special-priced, flash sale items, and used goods).

Products purchased on this website can be returned or exchanged if they meet the "reasons or conditions for exchange" (special promotions and fast-selling activities are subject to the terms and conditions of the promotion).

Each product can only be exchanged once. (If the price of the new product is lower than the original product, the difference will not be refunded. If the price of the new product is higher, the customer will need to pay the difference.)


Notes:


Consumable products, including but not limited to: condoms, liquids, clothing accessories, LEXY OUTLET products, etc., are not eligible for return or exchange.

Products labeled as 【Defective】, 【Flash Sale】, or belonging to the 【Clearance Sale】 category are not eligible for return or exchange.

For any products and other electronic products with incomplete packaging or accessories, a claim must be made within 7 days after receipt (based on the tracking system date of the logistics provider). Claims made after this period will not be accepted.

All returns and exchanges must be sent out according to the "Return and Exchange Procedure Instructions" email within 7 days (based on the SF Express waybill tracking system send-out date), and the remaining return and exchange procedures must be completed accordingly. Otherwise, it will be deemed as an automatic waiver of the application, and our store will not provide any notification or compensation for any losses incurred.

Each product can only be returned or exchanged once.

For discontinued products that are eligible for return or exchange, they may be replaced with the same product in a different color, or with an e-Gift Card from our store.


The following are acceptable reasons or conditions for exchange:

  • The product is unable to function properly due to manufacturer defects.
  • The product has quality issues or non-human-caused defects from the original manufacturer.



We are unable to process returns or exchanges in the following situations:

  • The product does not meet the 30-day "one-to-one" exchange guarantee standard.
  • The product's condition was not described accurately on the return/exchange application form.
  • The product of a designated brand cannot provide a warranty card. Designated brand products include but are not limited to: LELO.
  • The product packaging was damaged during transportation.
  • The returned product has been used, and the product packaging, accessories, or product itself is incomplete, damaged, or stained.
  • Special-priced and consumable products, including but not limited to: condoms, lubricants, massage oils, and underwear.
  • Improper use of the product, including but not limited to: contact with special moisture, chemicals, gasoline, paint, detergents, solvents, cooking oil, excessive heating, etc.
  • Products that were not sold by our online store.

 


30-Day "One-to-One" Exchange Guarantee Procedure:

Once the customer receives the return email, please follow the instructions to return the item using the designated shipping method*.

Once the returned item has been inspected and approved, we will contact the customer to arrange the exchange procedure.

When the problem product meets the return and exchange conditions, we will refund the SF Express shipping fee that the customer has previously paid.


Notes:


We reserve the right to reject return or exchange packages that are not instructed or do not meet the return and exchange conditions.

Please ensure that the product and accessories are complete.

If the customer purchases the wrong product or finds that there is no manufacturer problem and the product can function normally after inspection, the customer will be responsible for all SF Express shipping fees.

Our company does not bear the cost of shipping or any additional fees for returns or exchanges.

The shipping date is calculated from the order date and is based on the successful shipment using SF Express's designated shipping method. (Based on the time of sending the return or exchange item)

All return, exchange, or warranty applications are based on SF Express's system send-out time.


2. After-Sales "One-to-One" Maintenance Guarantee

If a product purchased on our website has quality issues after 30 days, as long as the product meets all the following in-store warranty conditions, the customer can apply for warranty service:

In-store Warranty Conditions::

  1. The product has non-human-caused damage or quality issues.
  2. The product is within the warranty period specified on the LEXY® product page, starting from the date of purchase.



The customer must provide a reasonable reason within the warranty period to enjoy free product replacement service.
To ensure your rights, please keep the purchase receipt and the warranty certificate included in the toy packaging (if any).

Notes:


Please do not attempt to disassemble the product for repair, otherwise, we will not be able to provide free warranty service.

The shipping date is calculated from the order purchase date, and the product must be shipped using the designated SF Express shipping method within the corresponding warranty period. (Based on the time of sending the return or exchange item)

For discontinued products that are eligible for return or exchange, they may be replaced with the same product in a different color, or with an e-Gift Card from our store.

For flash sale products with quality issues, we will handle them all with the "one-to-one" after-sales warranty exchange method.

 


We are unable to provide free warranty in the following situations:

  • The product does not meet the after-sales "One-to-One" warranty guarantee standard.
  • The product's condition was not described accurately on the return/exchange application form.
  • The product of a designated brand cannot provide a warranty card. Designated brand products include but are not limited to: LELO.
  • The returned product, product packaging, or accessories are incomplete, damaged, or stained.
  • Improper use of the product, including but not limited to: contact with special moisture, chemicals, gasoline, paint, detergents, solvents, cooking oil, excessive heating, etc.
  • Products that were not sold by our store.


After-Sales "One-to-One" Maintenance Guarantee Procedure

Once the customer receives the return email, please follow the instructions to return the item using the designated shipping method*.

Once the returned item has been inspected and approved, we will contact the customer to arrange the exchange procedure.

*Designated shipping method: The product must be shipped using the designated SF Express shipping method upon approval.



Note:


The customer is responsible for all shipping fees related to product warranty.

We reserve the right to reject return or exchange packages that are not instructed or do not meet the return and exchange conditions.

Please ensure that the product and accessories are complete.

If the customer purchases the wrong product or finds that there is no manufacturer problem and the product can function normally after inspection, the customer will be responsible for all SF Express shipping fees.

Our company does not bear the cost of shipping or any additional fees for returns or exchanges.

The warranty period is calculated from the order date and is based on the successful shipment using SF Express's designated shipping method. (Based on the time of sending the return or exchange item)

All return, exchange, or warranty applications are based on SF Express's system send-out time.



The warranty terms displayed on our company's website or invoice are for quick reference only. The warranty details for authorized products are subject to the manufacturer's published information and the latest terms and conditions.


Our company reserves the right to modify these terms and conditions at any time without further notice. In case of any disputes, our company reserves the right of final decision.