Sustory Return & Refund Policy
All Sustory products are brand new and unused. Because our products are intimate in nature, we are unable to accept returns for hygiene reasons once packaging has been opened — this is standard practice across the adult wellness industry. Before purchasing, please review all product details, images, and videos to confirm the item meets your expectations.
We do, however, stand fully behind product quality and order accuracy. Any damaged, defective, or incorrectly shipped order will be resolved promptly at no cost to you.
Order cancellations
Full refund -- Within 12 hours of ordering
Cancel before dispatch for a full refund with no fees. Contact us at service@sustory.com as soon as possible.
90% refund -- After 12 hours (not yet dispatched)
Cancellations are still accepted, but a 10% transaction fee applies. The remaining balance will be returned to your original payment method.
Once an order has been dispatched, cancellation is no longer possible. Please refer to the return conditions below.
Return conditions
Contact us within 5 calendar days of receiving your order. Returns shipped without prior confirmation will not be accepted.
Accepted -- Damaged or defective item
Submit photos or video to customer support. A full refund or free replacement will be issued after verification. Return shipping is covered by Sustory.
Accepted -- Wrong item received
Do not remove tags or open the packaging. Contact us with photos or video. We will arrange a prompt resolution at no cost to you. Return shipping is covered by Sustory.
Accepted -- Missing items (multi-item orders)
Contact us with your order details. A refund for the missing item(s) will be issued after verification.
Not accepted -- Change of mind
Due to the hygienic nature of our products, we are unable to accept returns for personal preference, size, or change of mind once an order is placed. Please review all product details carefully before purchasing.
Return shipping costs are the customer's responsibility unless the return is due to a Sustory error (wrong item, defective item). Cash on delivery (C.O.D.) returns are not accepted.
Return process
- Email service@sustory.com with your order number, the item(s) you wish to return, and the reason. Attach any relevant photos or video. Returns may only proceed after written confirmation from our team.
- Repackage the item securely in its original, unopened packaging and ship to the address provided by customer support.
- Share a valid tracking number or tracking link within 48 hours of shipping.
- Once the return is received and inspected, a refund or exchange will be processed within 3 business days.
Refunds
Refunds are issued to the original payment method. Processing typically takes 3 business days from the time we receive and confirm the return, and your bank or card provider may take a further 1–5 business days to reflect the amount.
If you have not received your refund after this period, check with your bank first. If the issue persists, contact us at service@sustory.com.
Package not received
If you provided a correct shipping address but your package has not arrived within the expected timeframe, please contact our support team. A refund or replacement will be arranged after verification.
Questions? Reach us at service@sustory.com — include your order number and any relevant photos.