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Important Notes on Returning Intimate Products

A: Please note that due to health and hygiene considerations regarding sex toys, products that have been opened, worn, or used are not eligible for refunds or exchanges. To initiate a return, please contact our customer support team for authorization.

B: Should you change your mind or realize there's an error in your order, please contact our customer service at support@pellegrace.com before your order is processed for shipment. We are happy to make adjustments or cancel it for you.

C: If you receive a wrong or faulty vibrator, here are two solutions to ensure a refund:
Refuse Delivery: You may simply refuse the package upon delivery. The carrier will mark it as 'Return to Sender' (RTS), and it will be sent back to us at no cost to you.

D: If your adult toy order was not delivered or is missing, please contact our support team at support@pellegrace.com. We will investigate with the carrier and promptly arrange for a replacement or refund.

E: Changed your mind? If you wish to return an item for personal reasons, please get in touch with our customer service team first at support@pellegrace.com. We'll note your request and guide you through the process. Don't forget to enclose a note with your order number inside the return package. The return shipping fee will be the customer's responsibility.

F: If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

G: If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.