15-day Return Guarantee
If you are not 100% satisfied with your purchase, you can return your order for a full refund within 15 days of the original purchase date.
We do not charge a handling fee for returns, but return shipping is the responsibility of the customer.
If you wish to return the product, please remember that the product is not usable and must be returned in the condition you received it and in its original packaging. Otherwise, the buyer will be responsible for all costs incurred and no refund will be given.
All returns and exchanges require pre-authorization. No address on the package is approved as a return address. For returns please contact our account team for the correct address.
PLEASE NOTE: For health and hygiene reasons, we cannot offer a refund or exchange if the product has been opened, worn or used. To request a return, please contact our customer support team (service@lustame.com) to approve the return and get instructions on how to proceed.
Return Process
1. Contact customer service with the following order information and a brief description of the return:
- Order number
- Unused photos of the product
- Receipt
- Original purchase date
- Reason for requesting return
- Your email address
2. You need to print the return slip and put it in your package with the item you want to return and pack it properly.
3. Send the item back to us via the local post office. Please make sure to get a tracking number as we are not responsible for lost/delayed shipments.
4. We will process your return within 7 working days after receiving the package.
Non-returnable
Due to the private nature of the items we sell, we are unable to return or exchange purchased toys and products unless they are defective. This is for the health, safety and peace of mind of our customers.
Any item designed to come into contact with any body part or liquid is non-returnable. Once these products have been disassembled and used by you, they cannot be returned.
This includes, but is not limited to:
- Vibrators and dildos
- Douche/enema sets
- Anal toys, beads and plugs
- Penis and ball devices, penis rings and penis sleeves.
- Mouthpieces and cords
- Lube, massage oil, condoms also non-returnable.
Refund
Once your return has been received and reviewed, we will send you an email notifying you that we have received your returned item. We will also notify you to approve or deny your refund.
If you are approved, your refund will be processed and the credit will automatically be applied to your credit card or original payment method within 5 business days.
Delayed or lost refunds
If you haven't received your refund, please check your bank account again first.
Then contact your credit card company and it may take some time for your refund to be officially released.
Next contact your bank. It usually takes some processing time before a refund is issued.
If you've done all of this and still haven't received your refund, please contact us at service@lustame.com.
Cancel order
If you change your mind or realize that you have ordered an incorrect product, please contact our customer service (service@lustame.com) and we can change or cancel your order before the product is shipped from our warehouse.
Once the order has been processed and shipped, we will not be able to cancel the order and change the address for you.
Any other return request
If you still need assistance with any other return request, please contact our customer service.
We’re available to support you via
Email: service@lustame.com（Recommend）
Service Tel: + (505) 847-6176
Address: Room 709, No. 4, Lane 7, Changkeng West Road, Bantian Street, Longgang District, Shenzhen, Guangdong, China(not a return address)
Customer Service Chat Hours: Monday - Friday: 9am - 18pm GMT
