Return & Refund Policy

Return & Refund Policy

Last Updated: October 11, 2026

At GenzToy, your satisfaction, privacy, and safety are important to us. We aim to provide high-quality products and a discreet, reliable shopping experience. Please review our return and refund policy before placing an order.

1. Return Eligibility

Due to the intimate nature of our products and for hygiene and safety reasons, we do not accept returns or exchanges on opened, used, or unsealed intimate products.

We may accept a return or offer a replacement if:

  • You received a damaged or defective product.

  • You received the wrong item.

  • Your order arrived with missing items.

Eligible issues must be reported within 7 days of delivery.

2. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Opened or used intimate products.

  • Products with broken hygiene seals or protective packaging.

  • Items damaged through misuse or improper handling.

  • Clearance or final-sale items, unless defective or required by law.

3. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

  • Your order number.

  • A brief description of the issue.

  • Clear photos or a video showing the problem, if requested.

Our team will review your request and, where appropriate, arrange a replacement, refund, or another suitable resolution.

4. Refunds

Once your claim is approved, we will notify you of the resolution.

Approved refunds will be issued to your original payment method whenever possible. The time it takes for the funds to appear depends on your payment provider or bank.

Shipping fees are generally non-refundable unless the refund is due to our error or applicable law requires otherwise.

5. Order Cancellations

If you wish to cancel an order, contact us as soon as possible. Orders that have already been processed or shipped may not be eligible for cancellation.

If your cancellation is approved before shipment, we will issue an eligible refund.

6. Return Instructions

Please do not send products back without contacting us first.

To request a return, replacement, or refund, contact our support team with your order number and details of the issue. We will provide instructions if your request is approved.

7. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account or payment provider.

  2. Contact your card issuer, as processing may take additional time.

  3. Contact us if the refund still has not appeared.

We will help you check the status of your approved refund.

8. Privacy and Discretion

We respect your privacy. Please contact our support team if you have questions about discreet packaging, order information, or returns. Any return shipment must follow the instructions provided by our team.

9. Contact Us

For return and refund assistance, please contact us using the contact details listed on our website's Contact Us page.

Please include your order number so we can assist you efficiently.

10. Policy Updates

GenzToy reserves the right to update this policy when necessary. Changes will be published on this page and will apply as permitted by applicable law.

Nothing in this policy limits any consumer rights that cannot legally be excluded.

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