Refund policy

At Wetritual, your safety comes first. Because our products are intimate in nature, we follow strict health and hygiene standards: once an item's factory seal or hygiene packaging has been opened, it cannot be returned or exchanged. All sales of opened items are final.

 

Unopened items

Changed your mind? No problem. Unopened items in their original sealed packaging may be returned within 30 days of delivery for a full refund. To start a return, email connect@wetritual.com with your order number. Once approved, we'll send you return instructions. Items sent back without an approved return request cannot be accepted. Return shipping for change-of-mind returns is paid by the customer, and we recommend using a tracked service, as we cannot refund items lost on the way back to us. Original shipping charges are non-refundable. If your item arrived damaged, defective, or incorrect, you pay nothing. See the next section.

 

Free gifts

Some products come with a free gift. If you return a product that came with a free gift, please send the gift back with it, unopened and in its original packaging. If the gift is opened or not sent back, its value as shown on the product page will be taken off your refund. This does not apply to damaged, defective or incorrect items.

 

Deals

Items in a deal are priced together. If you return only part of a deal, we refund the deal price minus the single price of the items you keep.

 

Damaged, defective, or incorrect items

Please inspect your order as soon as it arrives. If an item arrives damaged or defective, or you received the wrong product, contact us within 7 days of delivery with your order number and a photo or short video of the issue. We'll make it right with a free replacement or a full refund. For hygiene reasons, you will never be asked to ship back an opened intimate product.

 

Refunds

Once your return is received and inspected, we'll confirm your refund by email. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need additional time to post the credit. If more than 15 business days have passed since approval, let us know.

 

Questions

We're here to help. Reach us anytime at connect@wetritual.com. Every inquiry is handled discreetly, and packages ship in plain, unmarked packaging.