Refund policy

30-Day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Return Eligibility & Hygiene Requirements
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

IMPORTANT FOR ADULT PRODUCTS: Due to the intimate nature of our products and for health and hygiene reasons, all personal care and adult products (such as high-simulation silicone products) can only be returned if the inner original hygienic seal remains intact, unopened, and unused. Once the internal sealed packaging has been removed or tampered with, we cannot accept any return or exchange requests.

How to Start a Return
To start a return, you can contact us at support@realtouchlab.com.

Please note that returns will need to be sent to the following address:
UNIT 11, 9/F THE CLOUD NO.111 TUNG CHAU ST, TAI KOK TSUI, HONG KONG

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable Items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. The hygiene seal requirements mentioned above still apply.

Refunds

Failed Delivery Due to Incorrect Address
If a package is returned to us due to an incorrect or incomplete delivery address provided by the customer, the customer will be responsible for both the original outbound shipping fee and any return shipping fee incurred. In such cases, we will contact the customer to arrange re-shipment at an additional shipping cost. If the customer does not respond within 7 days, the order may be disposed of and only the product cost (excluding all shipping fees) will be refunded.We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@realtouchlab.com.