Refund policy

At DILOKTOYS, we are committed to providing reliable products and customer service. Due to the personal and intimate nature of our products, please read the following policy carefully before placing your order.

Order Cancellation and Modification

1. Can I cancel my order?

Yes. Orders can be canceled before they have been processed or shipped.

Please contact us within 24 hours of placing your order and provide your order number. Once an order has been processed or shipped, it can no longer be canceled.

2. Can I modify my order?

Yes, provided that the order has not yet been processed or shipped.

Please contact us within 48 hours of placing your order and provide your order number together with the changes you would like to make. We cannot guarantee that changes can be made after order processing has begun.

Returns and Refunds

1. Can I return a product because I changed my mind or no longer want it?

No.

Due to the intimate nature of our products and for hygiene and safety reasons, we cannot accept returns or exchanges once an order has been shipped.

All products are considered non-resalable after leaving our warehouse, regardless of whether the packaging has been opened. We do not sell returned, used, or pre-owned products.

Please review the product description, dimensions, materials, and other information carefully before placing your order.

2. What should I do if my product arrives defective or damaged?

Please contact us as soon as possible and no later than 30 days after delivery.

To help us evaluate the issue, please provide:

  • Your order number

  • Clear photos or videos showing the problem

  • A brief description of the defect or damage

  • Photos of the shipping packaging, if the product was damaged during transportation

After reviewing the evidence, we may offer an appropriate solution, including a replacement product, replacement parts, store credit, or a refund.

Please do not discard the product or its packaging until your claim has been reviewed.

Minor cosmetic variations that do not affect the normal use or functionality of the product are not considered defects. These may include slight differences in color, surface texture, shape, seam placement, or finishing.

3. What if the product dimensions are different from the size chart?

We make every reasonable effort to measure and describe our products accurately.

However, because of differences in product shape, flexibility, inflation level, production batches, and measurement methods, minor measurement variations may occur.

Reasonable measurement differences that do not materially affect the product's intended function are not considered defects and are not eligible for a refund.

For inflatable products, the final dimensions may also vary depending on the level of inflation. Do not overinflate the product in an attempt to reach a specific measurement.

4. What if I receive the wrong product?

Please contact us within 7 days of delivery and provide your order number together with clear photos of the product, packaging, and shipping label.

Once confirmed, we will arrange an appropriate solution, such as sending the correct product or issuing a refund.

Do not use the incorrect product if you intend to submit a claim.

Lost or Undelivered Packages

1. What should I do if my package appears to be lost?

Please contact us if the tracking information has not updated for an extended period or if the package has not arrived within the expected delivery timeframe.

We will contact the shipping carrier and investigate the shipment. If the carrier confirms that the package has been lost, we may offer either:

  • A replacement shipment; or

  • A refund for the affected items

A package will not be considered lost while it is still moving through the carrier's network, undergoing customs inspection, or experiencing a temporary shipping delay.

2. What if the tracking information shows “Delivered,” but I cannot find the package?

Please first check the delivery location, mailbox, reception area, neighbors, household members, and local delivery carrier.

If the package still cannot be located, contact us promptly. We will assist with a carrier investigation where possible.

Packages confirmed as delivered to the address entered during checkout may not be eligible for an automatic refund or replacement.

3. What if I provided an incorrect shipping address?

Customers are responsible for providing complete and accurate shipping information.

If the order has not yet been shipped, please contact us immediately and we will attempt to update the address.

Once the package has been shipped, we cannot guarantee that the address can be changed. Refunds and replacement shipments are not guaranteed for packages lost, returned, or delivered incorrectly because of an inaccurate or incomplete address provided by the customer.

Product After-Sales Support

1. What if the product becomes damaged after use?

DILOKTOYS provides after-sales support for eligible product-quality issues reported within 30 days of delivery.

Please contact us with your order number, a description of the issue, and clear photos or videos showing the damage.

After reviewing the circumstances, we may offer a replacement, replacement part, store credit, or refund at our discretion.

After-sales coverage does not apply to damage caused by:

  • Improper use or cleaning

  • Overinflation

  • Excessive force or misuse

  • Accidental damage

  • Unauthorized modification or repair

  • Normal wear and tear

  • Failure to follow product instructions

  • Use of incompatible lubricants, cleaners, pumps, or accessories

Refund Processing

Approved refunds will be issued to the original payment method whenever possible.

After a refund has been approved, it may take several business days for the funds to appear in your account. The exact processing time depends on your bank, card issuer, payment provider, and original payment method.

Original shipping fees, express shipping fees, customs duties, import taxes, and other third-party charges are generally non-refundable unless the refund is caused by an error on our part.

Contact Us

To request assistance, please contact us at:

Email: [YOUR SUPPORT EMAIL]

Please include your order number and all relevant photos or videos so that we can review your request efficiently.

DILOKTOYS reserves the right to review each request individually and determine the most appropriate resolution based on the circumstances and evidence provided.