Publishing note: replace any bracketed placeholders before going live.

Returns & Exchanges

This Returns & Exchanges policy explains when an item may be returned, what cannot be returned for hygiene reasons, how defect and delivery-error claims are handled, and how refunds are processed.

This policy applies only to purchases made directly from www.libidai.com. If a product was purchased from a retailer, marketplace, or distributor, the customer must contact that seller first unless local law says otherwise.

1. Our general approach

Libidai sells adult wellness products. Because many products are intended for intimate contact, the return rules for this category are different from those for ordinary consumer goods.

Our policy follows four core principles:

Mandatory consumer rights under local law always apply first.
Unopened and unused products may be eligible for return within the standard return window.
Opened or used intimate-contact products are generally not eligible for ordinary returns because of hygiene and consumer safety reasons.
Defects, wrong items, missing parts, and transit damage are handled separately from change-of-mind returns.

2. Standard return window for unopened products

Customers may request a return for an eligible product within 14 days of delivery if the item is:

unopened
unused
in resalable condition
returned with original packaging, inserts, seals, and accessories where reasonably possible

If the return is approved, the customer must follow the return instructions provided by Libidai support.

Important

A product is generally treated as opened if:

hygiene seals are broken
protective packaging has been removed
the product has been taken out for inspection in a way that compromises resale or hygiene
the item shows signs of handling or use inconsistent with resale

3. Items that are generally not eligible for ordinary return

Unless required by law or approved by Libidai due to a defect or seller-side error, the following are generally not eligible for ordinary return or exchange:

opened intimate-use devices
used products
personal care or hygiene-sensitive accessories once opened
products damaged through misuse or improper storage
products returned without required components where those components are part of the original sale
gift cards, downloadable items, or final-sale items if marked as such and legally permitted

This hygiene restriction is a standard consumer-protection practice in the adult wellness category.

4. Defects, damage, and seller-side errors

The following situations are handled outside the ordinary change-of-mind return process.

A. Item arrived damaged in transit

Customers should contact support as soon as possible, ideally within 72 hours of delivery, and provide:

order number
clear photos of the outer package
clear photos of the item and affected parts
a brief description of the issue

B. Wrong item received

Customers should contact support within 7 days of delivery with:

order number
photos of the item received
label or packaging details if visible

C. Missing part or incomplete order

Customers should contact support within 7 days of delivery and provide:

order number
photos of what was received
a list of missing parts or components

D. Dead on arrival (DOA) or immediate fault

If the product does not function out of the box under normal setup and use, customers should contact support within 7 days of delivery with:

proof of purchase
product name
issue description
photos or short video if requested

For approved claims in these categories, Libidai may offer, depending on the circumstances and local law:

replacement
repair
partial refund
full refund
store credit

Where the issue is confirmed to be our error or a verified defect, Libidai will generally bear the reasonable return or replacement cost.

5. Exchanges

As a general rule, Libidai does not offer standard direct exchanges for adult wellness products.

This is because exchanges can create hygiene, stock-handling, and traceability issues.

Instead, approved cases are usually resolved through one of the following:

replacement of the same item
replacement part or missing accessory shipment
refund to the original payment method
store credit, where appropriate and legally permitted

If a customer wants a different product after an approved return, they may place a new order.

6. Non-defective return shipping costs

For approved change-of-mind returns involving eligible unopened products:

the customer is generally responsible for return shipping
original shipping charges are generally non-refundable
any non-refundable payment, customs, or handling charges may be deducted where permitted by law

For approved defect, wrong item, or seller-side error claims:

Libidai will generally provide instructions and handle the solution in a way that is reasonable for the case
in some cases we may not require the item to be returned before resolution
customers should never send a return without instructions from support

7. How to start a return request

To request a return or report a problem, the customer should contact:

Email: [support@libidai.com]

Please include:

order number
full name used for the order
email address used at checkout
product name
reason for the request
photos or video if the request involves damage, missing parts, or a fault

We may ask for additional information before approving a return.

8. Return approval and return instructions

If a return is approved, Libidai will provide return instructions. These may include:

a return authorization number
the correct return address
labeling instructions
packaging guidance
deadline for shipment

Returns sent without authorization may be delayed, refused, or processed incorrectly.

9. Inspection and refund timing

Once an approved return is received, it will be inspected.

If the return is accepted, refunds are generally issued to the original payment method within 5 to 10 business days after inspection. Timing can vary depending on the payment provider.

Refunds may be adjusted if:

the product is not returned in the approved condition
components are missing
the issue reported does not match the condition received
non-refundable charges apply and deduction is permitted by law

10. Refused delivery, returned-to-sender parcels, and address errors

If an order is returned because the customer:

entered an incorrect or incomplete address
failed to collect the parcel
refused the shipment without an approved reason
failed to cooperate with required delivery or customs steps

then any refund may be reduced by actual shipping, return, clearance, or handling costs where permitted by law.

If the parcel was returned because of a seller-side error, Libidai will review the order and offer an appropriate remedy.

11. Customs refusals and restricted destinations

If a shipment cannot be imported because:

the destination should not have been open for sale
there is a seller-side compliance or paperwork issue
the product should not have been routed to that market

then Libidai will review the order for refund, replacement, or cancellation.

If the issue arises because the customer failed to provide requested clearance information or refused lawfully due charges on a non tax-included route, the order may be treated as a customer-side failed delivery.

12. Retailer and marketplace purchases

If a customer bought a Libidai product from another seller, the customer should first follow that seller’s return procedure.

However, a manufacturer warranty may still apply if:

the product is genuine
the seller was authorized
valid proof of purchase is available
the claim falls within the warranty terms

See Warranty Info for details.

13. Mandatory consumer rights

Nothing in this policy limits any consumer right that cannot legally be limited or excluded under applicable law.

Where local law gives the customer stronger return, withdrawal, repair, replacement, or refund rights, those rights will apply.

14. Contact us

For return, damage, wrong-item, or defect support:

Email: [support@libidai.com]
Website: Contact page

Resolve Key Issues With Lower Cognitive Load