After-Sales & Return Policy

We’re committed to giving you high-quality products and responsive after-sales service. Please read the following policy carefully before you buy, while using the product, and during any after-sales process to make sure your rights are fully protected.

 

1. Contact Us

Official Customer Service Email: Info@masturbatoasx.com

Response Time:

● Weekdays: We’ll reply within 24 hours

● Weekends & Public Holidays: We’ll get back to you on the next business day

 

2. Before You Buy

● Please read the product description and specifications carefully to make sure it meets your needs.

● If you need more info about any product, just drop us an email at Info@masturbatoasx.com .

 

3. Return Policy

Since our products involve personal use, for health and hygiene reasons, we only accept returns of unopened items with packaging and labels intact.

● Once the packaging is opened, it’s considered used and cannot be returned unless there’s a quality defect.

● Return requests must be made within 180 days of purchase, with clear photos of the unopened packaging.

● Once we confirm the return meets the requirements, we’ll send you the return address. Return shipping costs are covered by the buyer.

● Returns are processed within 3–4 weeks after we receive the item.

Examples of valid return reasons (non-quality related):

1.  Duplicate order

2.  Change of mind

3.  Ordered the wrong model or style

4.  No longer needed

5.  Price change

 

4. Product Quality Issues

If you find a defect within 180 days of purchase, please send us:

1.  Your order number and the product SKU

2.  A brief description of the issue

3.  Photos or videos showing the defect

Once confirmed, we’ll send you the same or equivalent item free of charge.

 

5. Quick Self-Check Before Reporting a Problem

Before you reach out, please try:

1.  Making sure the product is fully charged, then holding the power button for 3–5 seconds to turn it on.

2.  For products with a remote, make sure the main device is turned on first and check the remote’s battery.

3.  Reading through the product manual.

4.  Avoiding product use while charging.

 

6. Lost or Returned Packages

1.  If tracking shows your package was delivered to the correct address but you didn’t receive it, we can’t offer a refund.

2.  If the package is lost during shipping, we’ll resend the same item for free.

3.  If it’s delivered to the wrong address, we’ll resend the same item for free.

4.  If it’s returned due to an incorrect address or failure to collect, reshipping costs will be covered by the buyer.

5.  If it’s returned due to factors beyond your control (e.g., customs return, postal return), we’ll resend the same item for free.

6.  For such issues, please contact us within 30 days of purchase.

 

7. Order Cancellation

● You can cancel your order for free within 24 hours by emailing Info@masturbatoasx.com .

● Most orders are processed and shipped the same day, so once shipped, cancellation may not be possible.

● If cancellation isn’t possible and you don’t want the order, you can refuse delivery or return it after receiving it (following our return policy).

● Refunds take 3–7 business days after processing, depending on your bank’s timeline.

 

8. Wrong Item Received

If you receive the wrong product, please contact us within 180 days and provide:

1.  A photo of the shipping label on the package

2.  A photo of the SKU on the product’s plastic packaging

3.  A clear photo of the product and its packaging

We’ll arrange a replacement as soon as we confirm the details.

 

9. Policy Updates

MasturbatoasX reserves the right to update this after-sales policy at any time based on business needs. Any changes will be announced via our website or email to ensure you have the best shopping experience possible.