Refund & returns policy

1. Scope

This policy applies to customers who place orders on the Sexxy Market storefront. Individual merchants ship physical goods; Sexxy Market provides the platform, order routing, and payment connection. Where a manufacturer’s warranty or merchant-specific terms apply, they are in addition to—and not a replacement for—this policy, except where the law requires otherwise.

2. Refund requests before dispatch

If you ask to cancel an order before it has been handed to a carrier and while our systems still allow cancellation, we will aim to void or refund the payment in line with the payment provider’s rules. You may be asked for your order reference and the email used at checkout. Refund timing to your card or account depends on your bank and the payment network (often several business days after we submit the refund).

3. Defective, damaged, or incorrect items

If you receive an item that is materially damaged, not as described on the product page at the time of purchase, or incorrect (wrong product or variant), contact support as soon as possible, ideally within 48 hours of delivery, with your order reference and clear photos. We or the merchant will review the case and, where the claim is validated, may offer a replacement, store credit, or partial or full refund, at our or the merchant’s reasonable discretion. Items that show damage from misuse, abnormal use, or after the packaging has been opened in a way that affects resale may not qualify.

4. Change of mind and hygiene-sensitive products

For health, safety, and hygiene reasons, many products in the intimate wellness category may not be returnable once opened or where the seal is broken, in line with applicable consumer rules. If you change your mind on an unopened item in resalable condition, you may request a return within a short window (often 7 days of delivery) where the product type and law allow. Return shipping, if applicable, may be at your cost unless the order was our error. Final eligibility is confirmed on a case-by-case basis.

5. Non-delivery and significant delay

If tracking shows no meaningful progress, or a delivery is significantly later than the estimates given at checkout, contact support with your order reference. We will investigate with the carrier and merchant. If the order cannot be fulfilled, a refund of the product value (and any delivery fee you paid to us, if applicable) may be offered in line with the situation and payment rules.

6. How to request a refund or return

• Use the email address used for the order and include the order or transaction reference.
• Describe the issue clearly and attach photos where relevant.
• Do not dispose of the item until you are instructed, in case it needs to be returned for inspection.

Our support team will respond using the contact details published in the product or order communications. We may need to verify your identity to protect your account and payment data.

7. Chargebacks and payment disputes

We encourage you to contact us before initiating a card chargeback, so we can try to resolve the issue quickly. Unfounded or duplicate chargebacks may complicate your account and order history. Payment providers make the final decision on bank-side disputes.

8. Changes to this policy

We may update this policy to reflect legal, operational, or product changes. The “Last updated” date at the top will change when we do. Continued use of the service after changes constitutes notice of the updated policy for new orders; existing orders remain governed by the version in effect at purchase where the law says so.