We know buying intimate products online takes trust. Because of the nature of our items, we have to keep things safe and hygienic for everyone. This policy explains how returns and refunds work – please read it carefully before placing an order.

1. No “change of mind” returns
Due to hygiene and safety reasons, we do not accept returns simply because you changed your mind. This includes:

Items that have been opened, unsealed, or used.

Lingerie, costumes, or any wearable items once the packaging seal is broken.

Lubricants, gels, creams, and other consumables.

If you’re unsure about a product, drop us a message before ordering – we’re happy to help.

2. When you can return an item
We accept returns only in these situations:

Item arrived damaged – e.g., cracked casing, broken parts, or packaging so damaged that the product is affected.

Product has a manufacturing defect – e.g., motor doesn’t work, battery won’t charge, buttons malfunction.

Wrong item sent – you received a completely different product from what you ordered.

Time limit: You must contact us within 7 days of receiving your order. We can’t process claims after that.

3. How to request a return
Email us at [your email] with:

Your order number

Photos or a short video clearly showing the issue

A brief description of what happened

We’ll reply within 2 business days with a Return Authorisation (RA) number and the return address (local Malaysia address).

Pack the item securely, include the RA number, and send it back.
– If the return is due to our error (wrong item or defect), we will cover the return shipping cost.
– Otherwise, return shipping is your responsibility.

4. Refund process
Once we receive and inspect the returned item, we’ll process your refund within 5–10 business days.

Refunds go back to your original payment method (credit card, bank transfer, e‑wallet, etc.).

Original shipping fees are non‑refundable.

If the item was a gift, we can refund the purchaser directly.

5. Warranty on electronic items
All electronic products (vibrators, massagers, etc.) come with a 6‑month warranty from the date of purchase.

What’s covered: Motor failure, charging issues, switch defects.
What’s not covered: Damage from dropping, water damage (unless the product is labelled waterproof), normal wear and tear, or lost accessories like chargers.

For warranty claims, just contact us with your order details and a video showing the issue – we’ll guide you from there.

6. Your rights under Malaysian law
This policy does not replace your rights under the Consumer Protection Act 1999. If a product is fundamentally defective or not as described, you may be entitled to a remedy even beyond our stated timeframes. We comply with all applicable local regulations.

7. Contact us
Email: [your email]
WhatsApp: [your WhatsApp number]
Business hours: Mon–Fri, 10am–6pm (MYT)

Privacy Policy
Effective Date: 2026.3.25
Business Name: sextoys.one
Location: Malaysia

We take your privacy seriously. This policy explains what personal data we collect, why we collect it, and how we protect it – in line with Malaysia’s Personal Data Protection Act 2010 (PDPA) .