Return Policy

At Toyaura, we are committed to ensuring your complete satisfaction with your purchase. We understand that sometimes items may not meet expectations, so we offer a straightforward return and exchange policy. Please carefully review our return guidelines to ensure your request meets our criteria.

1. Return Eligibility

Given the intimate and personal nature of our products, we have established specific return conditions. Returns are accepted only under the following circumstances:

Unopened and Unused Items:
We accept returns only for items that remain unopened, unused, and in their original factory-sealed packaging. For hygiene and safety reasons, returns cannot be accepted once the product packaging has been opened.

Damaged or Defective Items:
We will gladly process returns or exchanges for items that arrive damaged or defective. Contact us immediately upon receipt and provide photos of the damaged or defective areas.

Order Discrepancies:
If you receive an item that does not match your order (incorrect model, size, or color), we will process a free return or exchange.

2. Non-Returnable Items

To ensure customer safety and hygiene, the following items are non-returnable:

Opened Items: Per health and hygiene regulations, products cannot be returned once packaging is opened or the item has been used.

Custom or Personalized Items: All custom or personalized products are non-returnable.

3. Return/Exchange Process

If your return/exchange qualifies, please follow these steps:

Contact Customer Service: Before returning an item, contact our team at [zeylina98@gmail.com]. We will guide you through the process and provide a Return Authorization (RA) number (if applicable).

Return Authorization: You must obtain an RA number. Unauthorized returns may not be processed or refunded.

Ship Your Return: If your return request is approved, please ship the item back in its original, unopened packaging. We recommend using a tracked shipping service to ensure safe delivery.

Refund/Exchange: After receiving and inspecting your return, we will process your refund or exchange. Refunds will be issued to the original payment method used for your order. Please allow 5-10 business days for refund processing after we receive your return.

4. Return Shipping Fees

Return Shipping Costs: Customers are generally responsible for return shipping fees. However, we will cover return shipping costs if the return is due to damaged goods, defects, or incorrect shipments.

Restocking Fee: No restocking fee applies to returns, but the original shipping cost will not be refunded (except when the return is due to our error, such as incorrect shipment or damaged goods).

5. Refund Policy

Refund Processing Time: Refunds will be processed within 5-10 business days after receiving the returned item. Refunds will be returned to the original payment method.

Partial Refunds: Depending on the condition of the returned item (e.g., if it has been opened or used), partial refunds may apply in certain circumstances.

6. Exchange Service

To exchange an item, please contact our customer service team. You must return the original item according to our return policy and place a new order for the replacement item. We do not offer direct exchanges; returns will be processed as standard returns, after which you must place a new order for the replacement item.

7. Customer Service Contact

For questions about the return/exchange process or assistance with returns/exchanges, please contact our customer service team via:

Email: [toyaura@163.com]

We are committed to providing you with dedicated support to ensure a smooth and worry-free shopping experience at Toyaura.