Overview
Our refund and return policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we can’t offer you a full refund or exchange.
Due to the intimate and personal nature of our products, we only accept returns on unopened, unused items that remain in their original packaging.
For hygiene and safety reasons, any item that has been opened, used, or handled beyond inspection cannot be returned.
Non-returnable items include (but are not limited to):
- Intimate or sanitary goods
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please contact our support team at [email protected]
before sending any return. Unauthorized returns will not be accepted.
Partial Refunds (if applicable)
Partial refunds may be granted in the following situations:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will notify you by email that we have received your item.
We will also inform you whether your refund is approved or rejected.
If approved, your refund will be processed and a credit will automatically be applied to your original payment method within a certain number of days.
Late or missing refunds
If you haven’t received your refund yet:
- 1.Recheck your bank account.
- 2.Contact your credit card company — it may take some time before your refund is officially posted.
- 3.Contact your bank — processing time often varies.
If you’ve done all of this and still have not received your refund, please contact us at [email protected].
Sale items
Only regular-priced items may be refunded. Sale or discounted items are final sale and cannot be refunded, except in cases of product defect or damage.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at [email protected] for further instructions.
Do not send your item without authorization.
Gifts
If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of your return.
Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased — or the gift giver had the order shipped to themselves — the refund will be sent to the original purchaser.
Shipping returns
To return your product, please contact our support team for the correct return address.
Unauthorized or incorrectly shipped returns cannot be accepted.
You will be responsible for paying your own shipping costs for returning your item.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on your location, the time it may take for your exchanged product to reach you may vary.
We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Need help?
If you have any questions related to refunds or returns, contact us anytime at [email protected] .
You can also visit our Sustory homepage to learn more about our products and commitment to safe, high-quality intimate care.