** Please noted that no refunds for website order that have been shipped and products purchased in our stores. **
Customers who purchased on the official website can apply for the return for defective item* or any unopened & unused products within 7 days after product received.
Since customers who purchase in our stores can perform quality inspection and function testing with the assistance of our staff after confirmed the purchase, NO returns will be accepted once they leave the store unless the product fails to work within the warranty period.
*Defective item: Goods are classified as faulty if they are received damaged; other damages due to misuse, improper use of cleaning methods, collision of packaging during logistics and transportation, etc., will not be considered as defect.
Return method
Pre-authorization is required for all returns and exchanges, otherwise our company has the right to refuse the arrangement.
When applying for a return, please provide the order number, product serial number (must be provided for some brands, such as: Lelo, Lovense), the photo of the product's current condition, and the damage. Since the packaging is also a part of the product, please return the packaging together.
Customers can contact our customer service representatives through WhatsApp (+852 57438289) or Email to cs@waddystore.com, we will get back with the above information as soon as possible.
For your protection, please keep the (electronic) invoice and any warranty card that is included within the product.
Return process
- Contact our customer service representatives through WhatsApp (+852 57438289) or Email to cs@waddystore.com.
- Provide the order number, product serial number (must provide for some specified brands, such as: Lelo, Lovense), photos of product status & damage.
- After the application had been approved, customer service representative will notify the customer to return the product to the specific store or Kwai Hing self-pickup point to exchange product*.
*Exchange products: Where possible, we will exchange for the same product in the same model, color and size, subject to availability; or customers can choose to receive the shopping credit.
Terms of product return
- Due to the nature of the product, the company CANNOT return or exchange products that are not defective, opened or used.
- For hygienic reasons, NO return or exchange of lingerie.
- Based on safety and hygiene considerations, only unopened and fully packaged condoms are accepted for return. Other packages such as single-piece condoms are not accepted for return.
- Promotional products, seasonal products, handmade products CANNOT return.
- We DO NOT accept color difference as the reason for return. We endeavour to display the true and accurate colours of the products on the website. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate.
- If the customer is unable to come to the store in person, shipping cost (both fore and back) will be beared by the customer.
- If the product does not arrive at the ideal delivery time, wrong selection, or does not meet the needs and other personal reasons, the customer needs to bear the return shipping cost (both for and back).
- Free shipping offers can only be used once per order, so returns do not apply.
- The product must be kept in its complete packaging, brand new and unopened. The packaging is a part of the product and must be kept clean when return. We will not accepted If it has been opened.
- Due to high postage and complicated processing procedures, returns and exchanges are not accepted for overseas orders.
- Gifts need to be returned together, otherwise we reserves the right to charge as full price.
- The user experience can be varies from person to person, and the evaluation criteria of each customer are also different. We can only guarantee to provide authentic products and share customers’ feedback to other customers. Customers are welcome to share their experince in the comments box for each product. Hence, everyone can refer to and choose the products that are more suitable for them.
Item does not match order
Our comapny can bear the shipping cost of the product return process if we dispatch the incorrect products. Please contact customer service representative through WhatsApp (+852 54047473) or Email to cs@waddystore.com within 7 days after product reveived and provide the order number & 1 photo of all received goods.
For those incorrect item(s), the product must returned with original packinging. Upon receiving the product, we will undertake the inspection to ensure the product condition. If the product condition fails to reach the standard level, we will NOT accept and consider as used product.
Product warranty
All products in our shop are guaranteed by the original manufacturer, except for disposable products and toys. Most of the products have 1-year warranty period after purchase, and the warranty starts from the date of purchase. During the warranty period, our company will arrange replacement if the product has quality problems. Where possible, we will replace it for the same product in the same model, color and size, subject to availability.
Please pay special attention to the following brands (but not limited to) that the product warranty period is different from other products:
Twenty-four months: Bathmate, Fun Factory, Rithual, Womanizer, Monsterpub, Arcwave
The scope of maintenance mainly includes product quality issues. Please note that items that are damaged as a result of misused, man-made damaged, collision of packaging during transit, wear and tear are not insured by the one year warranty policy. Do not disassemble the product repair by yourself, otherwise our company will not be able to provide warranty services.
For your protection, please keep the (electronic) invoice and the warranty certificate (if any) enclosed with the toy packaging.
For details, please refer to Product Warranty page.
If there are other returns and exchanges not mentioned above, please contact us directly through WhatsApp (+852 57430882).
In case of any disputes, Waddy Store reserves the right to make the final decision. Waddy Store reserves the right to change the above terms and conditions without prior notice.
