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Refund policy

At Xtoys Kerala, we prioritize hygiene, safety, and customer satisfaction.
Due to the intimate nature of our products, we follow strict guidelines for returns and refunds.

Please read this policy carefully before making a purchase.

1. No Returns on Adult Products (Hygiene Policy)

For hygiene and safety reasons, we do not accept returns or exchanges for any products once delivered, except in cases of:

  • Wrong product delivered
  • Damaged product on arrival
  • Manufacturing defect

Opened, used, or tampered products cannot be returned under any circumstances.

2. Replacement Eligibility

You are eligible for a free replacement only if:

  1. You receive the wrong item
  2. The product is physically damaged on delivery
  3. The product has a manufacturing defect or malfunction

To process a replacement:

You must contact us within 24 hours of delivery with:

  • Order ID
  • Unboxing video (mandatory)
  • Clear photos of the issue

Send the details to support@xtoyskerala.com.

Note: Unboxing video must show the entire process from opening the package.
This is required to claim replacement.

3. Refund Policy

Refunds are provided only in the following cases:

  • Product is out of stock after payment
  • Replacement is not possible
  • Order is cancelled before shipping

Once the product is shipped, refunds are not applicable.

Refunds will be processed to your original payment method within 5–7 business days.

4. Order Cancellation

You may cancel your order:

  • Within 1 hour of placing the order
  • Or before the product is shipped

Once shipped, the order cannot be cancelled or refunded.

5. Discreet Packaging Guarantee

All products are shipped in plain, unbranded packaging.
The delivery label will not mention anything related to adult products.

6. Wrong Address or Non-Delivery

If the order is not delivered due to:

  • Incorrect address
  • Recipient unavailable
  • Phone not reachable

Reshipment charges must be paid by the customer.

No refund will be issued in such cases.

7. Contact Us for Support

For refund or replacement requests, email us at:

support@xtoyskerala.com

Xtoys Kerala
Door No: 19/452-B, Tech Park Road
Kunduparamba, Kozhikode – 673009
Kerala, India