At Toi, we take pride in the quality and care of every product we offer.
Each item is carefully inspected, packed, and sealed before shipment to ensure it arrives in perfect condition.
Because of the intimate nature of many of our products, we maintain strict hygiene standards — but if something isn’t right, we’re here to make it right with fairness and discretion.
Return Eligibility
We accept returns only for items that are damaged, defective, or malfunctioning upon arrival or during initial use.
For hygienic reasons, we are unable to accept returns or exchanges on items that have been opened, used, or worn, unless the issue is a verified manufacturing fault.
If you experience a problem with your order, please contact us within 10 days of receiving your parcel.
Claims made after this period unfortunately cannot be accepted.
Proof of Issue
To help us resolve your issue quickly and efficiently, we kindly ask that you provide:
Photo and/or video evidence clearly showing the fault, damage, or malfunction.
A brief description of the problem and your order number.
Once we review the provided materials and confirm the issue, our customer care team will contact you with the next steps.
Replacement Process
If the item is confirmed to be defective or damaged:
We will arrange collection of the faulty product at our own cost.
A new replacement item will be shipped to you free of charge, once the return has been received and inspected.
Our goal is to make this process smooth and respectful of your time and privacy.
Credit Refund Option
If you prefer not to receive a replacement product, we will issue a store credit equal to the full value of the item.
This credit can be used for any future purchase on our website and does not expire.
Refunds are provided as store credit only; we do not offer cash or bank refunds for returned items.
Important Notes
All return requests must be made within 10 days of receiving your order.
Items must be returned in their original packaging with all accessories and components.
Returns are not accepted for change of mind, size issues, or reasons unrelated to damage or malfunction.
For hygiene reasons, opened personal items such as:
- Vibrators
- Dildos
- Plugs
- Lingerie
- Lubricants
- Oils
- Gels
- Candles
- Board Games
- Party Gigs
- Condoms
Cannot be accepted unless proven defective.
How to Start a Return
Contact our support team at info@toi-store.com within 10 days of delivery.
Include your order number, photos or video evidence, and a brief explanation of the issue.
Our team will respond promptly to confirm the next steps and arrange return shipping if applicable.
We promise to handle every case with discretion, respect, and care.
Our Commitment
Your trust is important to us. Every return request is evaluated individually, with the goal of ensuring a fair, respectful outcome.
We’re committed to maintaining the same level of professionalism, privacy, and luxury service in our after-sales support as we do in every other part of your experience.
Toi.
Luxury • Trust • Discretion — Always at Your Service.