Return and Refund Policy
(Revision Date)
Thank you for shopping at Red Fox (www.redfoxe.com)! We are dedicated to providing a high-quality shopping experience and ensuring your satisfaction when purchasing sex toys. We assure you that every sex toy we sell is made from premium TPE/silicone materials, meets medical-grade standards, and is 100% non- toxic for your peace of mind.
When you receive your sex toy, please carefully inspect the product to ensure there are no damages or defects. If you discover any damage or quality issues not caused by human factors, please immediately take photos and preserve relevant evidence, do not use the product, and contact us right away. After verification, if the product you purchased has quality issues, we will offer different options depending on the extent of the damage combined with your needs: provide repair guidance, resend a replacement, or return the item, specifically depending on the extent of the product's damage, to ensure you receive a satisfactory solution. We will actively address your concerns and ensure your shopping experience meets the highest standards. We want you to shop with confidence, knowing that we offer a full refund guarantee for all orders.
By purchasing products on our website, you agree to our return and exchange policy; please read the following return and refund policy carefully to provide clear guidance:
All users who browse this website (www.redfoxe.com) and use this website agree to be bound by our return and refund policy and acknowledge having read and understood this policy. This policy may change from time to time; we reserve the right to change this policy at any time for any reason.
Product Quality Assurance
Genuine Guarantee: We assure that all products are genuine and meet relevant quality and safety standards.
Factory Quality Inspection: We strictly monitor the production process of each sex toy and conduct rigorous quality checks before shipment to ensure the products are new and fully functional.
Product Information: We provide clear product photos and detailed descriptions, including dimensions, materials, functions, etc., to help you understand product details.
Minor Defects: Some handcrafted products may have minor imperfections (such as slight skin defects, loose nails/eyelashes, makeup detail differences, etc.), which usually do not affect the use of the product and are not considered quality issues. We try to display these potential defects on the product page and confirm them with you before shipping.
Return Guarantee: We offer a 60-day return guarantee period for almost all products (except for a few special products), starting from the day you sign for the product, to ensure you shop with peace of mind.
Return Conditions
The following cases are not eligible for return:
Used products: Due to the special nature of adult products, for hygiene and safety reasons, we cannot accept returns of any used products. This is for the health, safety, and peace of mind of our customers.
Unsealed products: Unsealed sex toys, dolls, underwear, lubricants, condoms, etc., cannot be returned.
Minor imperfections: Some products may have minor defects, which do not affect use, such as (1) skin defects; it is normal for the skin color in the photos to slightly differ from what you receive; (2) eyelashes, fingers, and toenails; nails and eyelashes on dolls may become loose during transit or upon receipt; (3) makeup differences; we strive to reproduce the makeup seen in photos, but cannot guarantee a 100% match. Each doll may slightly differ from the pictures.
Custom products: Unless there are quality issues, custom products (e.g., sex dolls customized to your specifications) cannot be returned.
Products beyond the return period:
TPE dolls: within 7 days from the date you sign for the product
Silicone dolls: within 14 days from the date you sign for the product
Other products: within 60 days from the date you sign for the product
Cases eligible for return:
Product quality issues: If you find quality issues with the product after receiving it (e.g., damage, functional defects, leaks, heating or sound function failures, etc.), please take photos/videos as evidence within 24 hours of receipt and contact customer service. We will offer refunds, exchanges, or repair services depending on the situation.
Products not matching the order: If the received products do not match the order (e.g., wrong model, color, missing parts, etc.), please take photos as evidence within 24 hours of receipt and contact customer service, just show us the unboxing photos or video (including the product, shipping label, and outer packaging box). We will arrange an exchange or send the missing parts as soon as possible.
Unopened, unused products: Products that are unopened, unused, unworn, and in the same condition and original packaging as received can be returned. Please ensure the product has not been damaged or deformed to smoothly process your return request.
Return Process
Contact customer service: If you need to return an item, please contact our customer service team via email or the contact page on our website
before applying for a return. Provide the order number, reason for return, detailed description of the product issues, clear product photos or videos, etc., to accurately display the product's damage or quality issues. Include these photos or videos in the email to help us quickly confirm the problem and guide you on the next steps. Our customer service team will contact you within 24 hours.
Obtain RMA: After initially confirming that the return conditions are met, we will arrange matters related to your return and refund. Customer service will provide a return authorization code (RMA) and a return address based on the specific situation. The specific return address will be determined by us, and the delivery address on the box is not applicable for returning custom orders and stock orders. Do not send back products without obtaining an RMA. Return applications need to provide the RMA number to ensure your return process goes smoothly.
Package the product: Please package the product properly using the original packaging or other suitable packaging materials to ensure the product is not damaged during transit. The returned items should include all original parts and packaging, batteries (if applicable), wires, controllers, blank warranty cards, manuals, etc. Incomplete returns may cause the package to be returned to you. Do not stick tape or shipping labels on the original packaging box.
Return the product: Please use a traceable shipping method (such as courier, registered mail, etc.) to return the product and indicate the RMA number on the package. Keep the shipping receipt to track logistics information.
Wait for processing: We will process your refund or exchange as soon as possible after receiving the returned product and confirming it meets the return
conditions, typically within 3-5 business days. If the returned item does not meet the requirements, we will contact you and explain the reasons.
Notify the customer: We will notify you by email or other appropriate means once the refund or exchange has been processed, providing the refund amount and estimated time of arrival. Please confirm receipt of the refund and verify the correct amount.
Return Shipping Costs
Shipping responsibility: Customers need to bear the return shipping costs, unless there are manufacturing defects or our errors necessitate the return.
Refund Method
Refunds will be returned to your payment account (such as credit card, PayPal, etc.).
Refund timing: Refunds are usually processed within 3-12 business days after receiving and inspecting the return. Please note that the time it takes for the refund to appear in your account may vary depending on the payment method.
Refund amount: The refund amount does not include any original shipping and handling fees, only the actual amount you paid for the product, depending on the order situation.
If you request an exchange, we will arrange to send you a new product as soon as possible. New products may incur additional shipping costs, depending on the product and region.
Special Situations
Order cancellation: Order processing begins within 24 hours of receiving your payment, our team starts packing your stock products, or the factory begins producing your custom products (such as dolls). This means purchasing materials, pre-allocating time, and incurring costs. The time and materials involved in checking, repackaging, and restocking are not trivial.
Within 24
hours: Cancelling an order within 24 hours of placing it will incur a 5% transaction fee, mainly for transaction processing fees from PayPal or your bank, etc.; we do not charge any cancellation fees.
After 24 hours: Cancelling an order after 24 hours may incur a 15%-35% handling fee (the specific fee depends on the order situation, such as order processing progress, product type, etc.), because further production and time costs have already been incurred. For silicone/TPE dolls, a handling fee of $1000 will be charged, as dolls are large-volume, heavyweight products, and once packaged and submitted for logistics, these incurred costs cannot be reversed.
Custom products: Once production of custom products begins, the order cannot be canceled, please understand.
Products in transit: For products that have been shipped and are in transit, the order will not be canceled, but you can initiate a return and refund request after you sign for the package (custom products cannot be returned), please understand.
Undeliverable orders: (1) Please provide accurate shipping information. Orders returned to us due to undeliverable shipments based on the information you provided will incur a 50% handling fee of the product price, and you will also bear the additional shipping costs. (2) If you refuse the package, you will need to bear the incurred shipping costs and a 30% handling fee.
Unreceived products (package lost): If the tracking number shows your package has been delivered, but you have not received anything, please call the logistics company to file a claim, and contact us promptly. We will also assist you in negotiating with the logistics company and refund or resend the product as needed, depending on the situation. Generally, we add adult signature service for packages.
User damage: Damage to products caused by improper use, poor storage, or accidents is not covered by returns. Please take proper care of and use the product to avoid causing damage. Especially since sex dolls are not indestructible, you need to take proper care of your doll during use and movement.
Disclaimer
Due to computer monitor settings and lighting factors, product colors may have slight differences from pictures, which are not considered quality issues.
Due to different measuring methods, product sizes may have slight errors, which are not considered quality issues.
We are not responsible for any direct or indirect losses caused by the use of our products.
Please read the instruction manual before using the product; damage caused by improper operation, cleaning, or storage is not considered a quality issue.
Precautions
Hygiene and safety: For special items such as adult toys and lubricants, we strongly recommend that customers read the product descriptions and instructions
carefully before purchasing to ensure they choose suitable products. As a buyer, you would not want to buy a product that someone else has used, right? Of course, if there are quality issues with the product itself, we will take responsibility. For hygiene reasons, we also promise not to resell any used products. If you have a valid reason for returning a product, please ensure it is in new condition; our team will thoroughly inspect the product you return, and if we find any violations of our return and refund policy, no refund will be issued, and severe cases will be reported to credit institutions.
Warranty period: Our products have a 1-year warranty, specific to the product type. If the product you purchased has quality issues during the warranty period, please contact us, and we will provide free repair or replacement services. For more warranty terms, please see the purchase protection (set jump internal link)
Policy Updates
We may update this return and refund policy from time to time to reflect changes in laws, adjustments in business practices, or user feedback. Any changes made to this policy will be posted on our website, and we will alert you to any changes by updating the "Revision" date of this policy. Any changes or modifications will take effect immediately after posting the updated return and refund policy on the website, and you waive the right to receive specific notice of each such change or modification. We encourage you to periodically check the policy for any updates or changes. If you continue to use our website after the revised policy has been posted, it will be deemed that you have understood, are bound by, and accept any changes to the revised return and refund policy.
Notification method: We will notify you of significant changes through website announcements or email.
Contact Us
If you have any questions or need assistance, please feel free to contact us through the following means:
Customer service email: Your customer service email address
Customer service phone: Your customer service phone number
Online customer service: Your online customer service link
When considering raising a dispute, we sincerely request that you understand our commitment to providing the best possible shopping experience and our dedication to resolving any issues or concerns you may encounter. We sincerely suggest that you contact us directly instead of choosing to initiate a dispute. Initiating a dispute may bring additional costs and complex procedures, such as refund delays or refund processing fees. By communicating directly with us, we can resolve your issues more swiftly and provide suitable solutions to ensure your satisfaction while avoiding unnecessary expenses and inconvenience.
We sincerely hope you enjoy shopping at Red Fox!
Above are the detailed contents of our refund and return policy. If you encounter any problems during the refund process, have other questions, or need further understanding, please feel free to contact our customer service team, and we will be dedicated to serving you.
FAQS
We pride ourselves on excellent customer service, and we will always sincerely strive to resolve any issues you encounter at the time of purchase. However, the sex toy industry has extremely strict laws and regulations regarding “second-hand” sex toys that are beyond our control. To qualify for the refund guarantee, your sex toy must be “like new” (unused) and in the original packaging. If you have used the sex toy, please contact us, and we will do our best to resolve any issues you encounter.
If you change your mind about your purchase, you can return it within 60 days of receipt (except for a few special products), unopened and unused.
The following situations are not covered by the refund guarantee:
For hygiene and safety reasons, we cannot accept returns of any used products. This is for the health, safety, and peace of mind of our customers. Especially since sex dolls are very personalized products, any used dolls do not qualify for warranty coverage. But we will do our best to provide repair advice.
Unsealed sex toys, dolls, underwear, lubricants, condoms, etc., cannot be returned.
Custom products, unless there are quality issues, custom products (e.g., sex dolls customized to your specifications) cannot be returned. Products that have exceeded the return period.
All products are quality-checked before being sent to you. Please handle them carefully. If it’s determined that the damage was due to improper handling or negligence on your part, the product will not be covered by the warranty. For example, excessive stretching of the doll’s limbs, fractures of the bones, and tearing at the openings.
Some products may have minor imperfections that do not affect their use and are not considered damage; these are also not covered by our refund guarantee. For instance, (1) skin imperfections, scratches, traces, indentations, dents, minor cuts, slight changes on the skin surface, loose or missing nails/toenails, loose or missing eyelashes (if they loosen, simply remove them and reapply using nail glue as instructed on our cleaning and maintenance page), slight differences in facial makeup, and inconsistencies in body makeup; (2) minor skin defects and slight changes in skin texture caused by the manufacturing process (e.g., injection sites
and seams on molds, scars on the top of silicone heads) are not considered defects; (3) makeup differences—we strive to replicate the makeup shown in photographs but cannot guarantee a 100% match. Each doll is handcrafted, including semi-permanent makeup, and may differ slightly from the pictures. Doll’s facial makeup, areola color, vaginal color, etc., may differ slightly due to screen display differences or hand-applied makeup, which is permissible; (4) minor skin damage caused by courier/shipping companies, but easily repairable, such as minor cuts, abrasions on the skin, etc., silicone enthusiasts can provide help and tools for repair; (5) due to manual measurement, please allow for a slight difference of 1-3 cm.
As described above, products that do not meet the criteria, but we are willing to address issues and provide help to the best of our ability.
If you wish to modify or cancel your order, please contact our customer service immediately after placing your order. If your order has already been handed over to the transport company, we cannot cancel it; however, you can easily return the items to us.
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