Returns & Refunds
Effective date: June 18, 2026
Operated by: XSensory LLC (“X-Sensory,” “we,” “us,” “our”).
Contact: sales@x-sensory.com
We want you to be confident in what you buy. Because we sell intimate products, health and safety set firm limits on what can be returned. Please read this before ordering.
1. Hygiene comes first: opened products cannot be returned
For health and safety reasons, intimate products that have been opened, used, or had their hygiene seal removed cannot be returned, exchanged, or refunded. This is standard across the intimate-wellness industry and is not specific to any one customer. Please choose carefully.
2. When we do accept returns
We accept returns in these cases:
- Unopened and unused: items still in their original, sealed packaging with all seals intact, returned within 30 days of delivery.
- Defective, damaged, or incorrect: if an item arrives faulty, damaged in transit, or is not what you ordered, contact us within 7 days of delivery with your order number and photos. We will arrange a replacement or refund at no cost to you.
3. Items that are never returnable
Opened or used intimate products; items with a broken or missing hygiene seal; final-sale or clearance items; gift cards; and any digital items or downloadable content.
4. How to start a return
Email sales@x-sensory.com with your order number and the reason for the return. If your return is eligible, we will issue return instructions and, where applicable, a return authorization. Do not ship anything back before you receive instructions, as unauthorized returns may not be accepted.
5. Return shipping
For eligible returns of unopened items, return shipping is the customer's responsibility. For defective, damaged, or incorrect items, we cover return shipping. Pack items securely; you are responsible for items until we receive them, so we recommend a tracked service.
6. Refunds
Once we receive and inspect an eligible return, we will email you the outcome. Approved refunds are issued to your original payment method through our payment provider, typically within 5 to 10 business days of approval, though your bank may take longer to post it. Original shipping charges are non-refundable unless the return is due to our error.
7. Discreet returns
Return correspondence and any prepaid labels are handled discreetly, consistent with our Privacy Policy.
8. Cancellations
You may request to cancel an order before it ships by emailing sales@x-sensory.com. Once an order has shipped, it is subject to this policy.
9. Your statutory rights
This policy is in addition to any rights you have under applicable consumer-protection law, which it does not limit or remove.
10. Contact
Returns questions: sales@x-sensory.com.