Returns & Refunds

Order Cancellations

Need to cancel your order?

If your order hasn't been packed yet, we'll cancel it and issue a full refund to your original payment method — no problem.

Already packed or shipped?

If your order has already been packed or shipped, cancellation is no longer possible. You may choose to refuse the delivery when it arrives. In this case, return shipping costs will be your responsibility.

Return Policy

We accept returns on unopened, unused items like app-controlled couples vibrators or powerful wand massagers for women within 30 days. For defective products, simply contact our support for a fast resolution.

Please note:

Return shipping costs are the buyer's responsibility unless the item is defective or we made an error.

Defective or Faulty Items

If an item is found to be defective within 30 days of purchase, please contact us with the following information:
(1) Order number, SKU of the defective item, brief description of the problem;
(2) Pictures or a video of the PRODUCT to illustrate the problem;
After confirming the problem, we will replace it with the same item or another product with a similar price.

Before reporting the problem, please confirm the following information:
(1) Before you test the product, is it be fully charged？Have you long press the power button about 3-5 seconds to turn on the product?
(2) For the dildo and vibrator, have you turned on the product before using the remote control to control it? Did you check the battery of the remote control?
(3) Did you check the instruction manual of the product?
(4) All products on our website must not be used while the product is charging.

Just email us at support@vibneo.com with your order details and a description of the issue.

Return Instructions

1. Email our support team with your order number and reason for return.

2. We'll send you the return address and instructions.

3. Include the return slip inside your parcel to help us process your request quickly.

4. Once received and inspected, your refund will be processed in 5–7 business days, depending on your bank.

Returns that are opened, used, or returned in unsanitary condition will not be accepted or refunded.Items that do not meet our hygiene standards will be returned at the customer’s expense.

Important Shipping Reminders

Please double-check your shipping address before placing your order. Vibneo is not responsible for the following situations:

Missed deliveries due to the recipient not being present

Items shipped to hotels, offices, or temporary addresses

Packages not picked up from the courier facilities on time

If you experience repeated issues receiving parcels, we recommend selecting a signature-required delivery during checkout.

Delivery Issues

Failed Deliveries:

If a package is undeliverable due to an incorrect address, refusal of delivery, or missed delivery attempts, the buyer is responsible for return shipping and any related fees.

Incomplete or Incorrect Address:

Orders shipped to an incomplete or incorrect address that result in a failed delivery will also be returned at the buyer's expense.

Pickup Delays:

If you delay package pickup and it's returned to us, the buyer must cover return shipping and any related loss.

Lost Packages:

We are not liable for packages marked as "Delivered" by the carrier. If your package doesn't show a confirmed delivery via tracking, we'll work with you to investigate.

For extra security, we recommend selecting a signature confirmation option at checkout.

Questions? Need help with a return?

Contact us at: support@vibneo.com