Return Policy

Return Policy for XXIVHOUR

Introduction

At XXIVHOUR, our team are trying our best for our customers to be completely satisfied with their purchase. If for any reason you are not happy with your order, we offer a straightforward return policy to ensure your shopping experience remains enjoyable.

1. Eligibility for Returns

  • Unused and Unopened Items: To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, unopened, and sealed.
  • Time Frame: You must request a return within 15 days of receiving your order. Returns requested after 15 days will not be accepted.
  • Exclusions: Due to the intimate nature of our products, certain items such as lingerie, lubricants, and personal care items are non-returnable once opened. Additionally, gift cards and clearance items are not eligible for return.

2. Return Process

Request a Return:

  • Contact our customer service team at info@xxivhour.store with your order number and reason for return.
  • Our team will provide you with a Return Merchandise Authorization (RMA) number and return instructions.

Prepare Your Package:

  • Include the original packing slip and ensure the RMA number is clearly marked on the outside of the package.
  • Pack the item securely to prevent damage during transit.

Shipping:

  • You are responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
  • We recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for lost or damaged returns.

3. Refunds

Inspection:

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-15 business days.

Partial Refunds:

  • Partial refunds may be granted in the following circumstances: items not in their original condition, damaged or missing parts for reasons not due to our error, or items returned more than 30 days after delivery.

4. Exchanges

  • Defective or Damaged Items: If you receive a defective or damaged item, contact us within 7 days of receiving the order. We will arrange for a replacement or a refund.
  • Exchange Process: For exchanges of non-defective items, follow the return process and place a new order for the desired item.

5. Non-Returnable Items

  • Opened Items: Any item that has been opened, used, or is not in its original condition.
  • Personal Care Items: Items such as lubricants, massage oils, and other personal care products.
  • Lingerie: All intimate apparel, including lingerie, if opened.
  • Clearance Items: Items marked as final sale.

6. International Returns

  • For international orders, the customer is responsible for all return shipping costs, duties, and taxes. We recommend using a trackable shipping service or purchasing shipping insurance for international returns.

7. Contact Us

If you have any questions or concerns about our return policy, please contact us at:

XXIVHOUR
info@xxivhour.store

Thank you for shopping at XXIVHOUR. We appreciate your business and are committed to ensuring your satisfaction with our products and services.