환불 정책
All sales final. Returns not accepted.
Because of the intimate and personal nature of our products, we do not accept returns or issue refunds once an order has been placed. The only exception is an exchange for an online order that arrives damaged or defective, as explained in How does making an exchange request work? below.
How does making an exchange request work?
If an item from your online order arrives damaged or defective, follow these steps.
Step 1: Contact the manufacturer directly
Many of the products we sell are covered by their manufacturer's warranty. These warranties are provided and handled by the manufacturer, not by Tokyo Valentino: warranty claims must be made directly with the manufacturer, and we cannot exchange, refund or replace an item under a manufacturer's warranty.
To make a claim, you will usually need your order confirmation email as proof of purchase, and many manufacturers also ask you to register the product, keep the original packaging, or send photos. Please test your product as soon as it arrives.
Warranties for the brands we carry
- Adam & Eve: 5 years on Adam & Eve-branded products. Warranty terms
- Aneros: Lifetime on non-vibrating models, 2 years on vibrating models. Product registration required. Warranty terms
- Arcwave: 2 years. Serial number and proof of purchase required. Warranty terms
- Bathmate: Set by the manufacturer. Register your pump's PID; see Bathmate's terms. Warranty terms
- Blush: Limited warranty on electronic defects. Warranty terms
- Bodywand: 1 year. Online registration required. Warranty terms
- b-Vibe: 1 year. Warranty terms
- CalExotics (including Jack Rabbit, Jopen and Scandal): 1 year. Warranty terms
- Evolved (including Zero Tolerance, Playboy Pleasure, Gender X and Selopa): 5 years. Warranty terms
- Le Wand: 1 year. Warranty terms
- Lovense: 1 year on most products, 90 days on sleeves and some accessories. Warranty terms
- Nasstoys: 1 year. The manufacturer charges a shipping and handling fee for replacements. Warranty terms
- NS Novelties (including Sinful, Bondage Couture and Renegade): 1 year. Warranty terms
- Nu Sensuelle: 2 years. Warranty terms
- Pipedream (including PDX, King Cock and Fetish Fantasy Series): 1 year. Product registration required. Warranty terms
- Satisfyer: 15 years. Warranty terms
- Screaming O: 2 years on the rechargeable Charged line. Register within 30 days of purchase. Warranty terms
- Shots (including VIVE and Real Rock): Set by the manufacturer, varies by product. Warranty terms
- Sportsheets: Limited lifetime or 5 years on non-vibrating, non-battery products. Warranty terms
- The Rabbit Company: 5 years. Product registration required. Warranty terms
- We-Vibe: 2 years. Warranty terms
- Womanizer: 5 years. Warranty terms
- XR Brands: 30 days. Warranty terms
Brands not listed above. Most brands we carry, including lingerie, apparel, lubricants, games and many non-electric toys, do not offer a manufacturer's warranty. If a brand is not listed, no manufacturer warranty applies unless the product page, the product's packaging or the manufacturer's website states one.
This list is a guide and was last reviewed in November 2026. Manufacturers can change their terms at any time, and the manufacturer's current terms always apply.
Step 2: Send us an exchange request (only if Step 1 does not apply)
If the manufacturer does not offer a warranty, or its warranty does not apply to your item, send us an exchange request within 72 hours of receiving your order using our exchange request form. It asks for:
- Your order number or invoice
- A description of exactly what is wrong with the product
- Pictures and videos that document the problem, each with a short description of what that picture or video is intended to show
You can also email the same details to orders@tokyovalentino.com.
We review every exchange request on a case-by-case basis. If your request is approved, we will replace the item with the same item or give you store credit for the Tokyo Valentino online store. Store credit cannot be used at our retail stores.
Requests sent more than 72 hours after delivery, or without the description, pictures and videos, may not be eligible.
Before you order
Please check sizes, colors, materials and product details carefully before you buy. If you are unsure about anything, email orders@tokyovalentino.com before you order and we will be glad to help you choose.
Online store and retail stores
Tokyo Valentino's retail stores and the Tokyo Valentino online store are run separately. This policy applies to orders placed through the online store. Our retail stores cannot help with online orders, and the online store cannot help with in-store purchases. For anything about an online order, contact orders@tokyovalentino.com.
Product use and safety
Use all products only for their intended and lawful purposes. Improper or unlawful use is prohibited. Please read all instructions, warnings and safety labels before use.
Some products carry California Proposition 65 warnings. For more information, visit www.P65Warnings.ca.gov.
Order changes and cancellations
Orders are processed quickly, so we cannot guarantee that an order can be cancelled or changed once it has been placed. Email us as soon as possible if you need help with an order.
Contact
Tokyo Valentino Online Store
Email: orders@tokyovalentino.com