At ROUSELOVE, every product is carefully tested and quality-checked before shipping to ensure it meets our standards. Your satisfaction is important to us—if you receive a damaged or defective product, please contact us, and we’ll work to resolve it promptly.

1. Return & Replacement Policy

Quality Guarantee

All products are 100% tested before packaging and shipping. If your item arrives damaged or has a quality issue, please contact us immediately.

Replacements

Due to the intimate nature of our products, we do not support general exchanges. We only offer replacements for defective or damaged items. Please contact us if you need assistance—we’re happy to help.

Returns

We accept returns under the following conditions:

  • The item must be unused, undamaged, and in its original packaging;
  • The return request must be made within 7 days of receipt;
  • Return shipping costs are the responsibility of the customer.

After 7 days, we can no longer process return or refund requests.

2. How to Return

  1. Email us at rouselove990@gmail.com to request a return address and provide the reason for return;
  2. Do not return to the original shipping address, and do not use COD (Cash on Delivery)—we cannot process refunds under these conditions;
  3. Once your returned item is received and inspected, we will notify you via email;
  4. If approved, your refund will be issued within 7 business days to your original payment method.

3. Additional Notes

  • Shipping costs are non-refundable and will be deducted from your refund if applicable;
  • Sale items, opened, or used products cannot be returned;
  • If the return item is lost in transit, we are unable to issue a refund or replacement.

4. Delayed or Missing Refunds

If you haven’t received your refund yet:

  • First, check your bank or credit card account again;
  • Then contact your credit card provider—refunds may take some time to post;
  • If you’ve done all this and still haven’t received your refund, please contact us at rouselove990@gmail.com.

More FAQs

Can l cancel my order?

Orders are unable to be modified or canceled in any way after 12 hours of placing an order. 

Modifying your order before shipment will cause further delays in order fulfillment estimates. Please contact us as soon as possible if you need to cancel your order.

Can l return it if l don't like it?

Due to health concerns, we don't accept returns for refund or exchange purposes once the product has been used/opened. This is standard in the sex toy industry.

Having said that, if the product is defective, please contact us, we'll confirm your order information, certain account details, and the issue and do our best to assist with your issues.

Lost items

Parcel forwarding services

If you report missing or damaged items, and we reasonably believe the order to have been delivered to a parcel forwarding company, we will not offer a replacement or a refund. ROUSELOVE is not liable for any damage, defect, or loss that occurs to orders delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk.

Wrong delivery address

Please make sure your delivery address is up to date during checkout! We are not responsible for failed deliveries caused by customer errors. For example, if you accidentally give us the wrong delivery address, contact number, or recipient name, we will be unable to refund your order. If you realise you’ve made a mistake before the order has been processed, please contact us straight away.