Refund & Returns Policy – XLUCIA

Effective Date: February 3, 2026

At XLUCIA, we maintain the highest standards of hygiene and safety. Due to the intimate nature of our products, our return policy is strictly enforced to protect the health of our customers and staff. By making a purchase on this Website, you agree to the terms outlined below.

1. The Hygiene Exception (No Returns on Opened Items)

1.1. In accordance with international health and safety regulations, intimate products (including vibrators, dildos, anal toys, lingerie, and lubricants) are exempt from return or exchange once the original factory seal or packaging has been opened, tampered with, or broken. 1.2. Any product that has come into contact with the body is strictly non-returnable. This policy is final and non-negotiable.

2. Damaged or Defective Goods

2.1. Reporting Window: If you receive an item that is defective or was damaged during transit, you must report it to [email protected] within 48 hours of the delivery timestamp. 2.2. Mandatory Evidence: To process a claim for a defective item, you must provide a clear video and high-resolution photos demonstrating the defect, along with photos of the original shipping packaging. 2.3. Failure to report the defect or provide the required evidence within the 48-hour window will result in the denial of the claim. 2.4. Approved defective items will be eligible for a one-to-one replacement or a full refund at XLUCIA’s discretion.

3. Right of Withdrawal (Unopened Items Only)

3.1. 14-Day Period: Customers have the right to return an item within 14 days of delivery, provided the item is completely unopened, unused, and in its original, sealed factory packaging. 3.2. Return Shipping: The customer is solely responsible for the cost of return shipping. We recommend using a trackable shipping service, as XLUCIA is not responsible for returns lost in transit. 3.3. Restocking Fee: All approved returns for non-defective, unopened items are subject to a 15% restocking and handling fee, which will be deducted from the final refund amount.

4. Refunds

4.1. Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. 4.2. Inspection Criteria: If the item shows signs of use, or if the seal is broken, the refund will be rejected, and the item will be disposed of or returned to the customer at their expense. 4.3. Processing Time: Approved refunds will be applied to your original method of payment within 7–10 business days.

5. Non-Returnable Items

The following items are strictly non-returnable under any circumstances (unless a manufacturing defect is proven):

• Intimate toys (Vibrators, Plugs, Dildos, etc.)

• Lingerie and intimate apparel

• Opened lubricants, oils, or creams

• Items purchased during a “Final Sale” or promotional clearance.

6. Contact Us

For all return inquiries and to initiate a claim, please contact our support department:
Email: [email protected]
Subject Line: Return Request – Order [Order Number]