Refund policy
Hygiene Integrity, Quality Guarantee & Return Standards
All intimate wellness products sold on SUSTORY.com (globally operated by HONG KONG PLUSTOUCH CO., LIMITED under exclusive worldwide brand authorization from HANGZHOU LUANYING BRAND MANAGEMENT CO., LTD.) are shipped 100% brand-new, factory-sealed, and sterile.
Due to the sensitive personal mucosal contact nature of adult wellness devices, items with unsealed packaging or broken hygiene shrink-wrap cannot be returned or restocked under international biohazard health regulations. However, we stand 100% behind our medical-grade material integrity: all defects, transit damages, or incorrect shipments are resolved promptly without customer expense.
1. Order Cancellation Policy
- Prior to Warehouse Processing (Within 12 Hours): You may cancel your order for a 100% full refund with zero processing fees. Please contact us immediately at service@sustory.com with your Order ID.
- Post-Dispatch / In Transit: Once an international shipping label has been generated and dispatched with the freight carrier, parcels cannot be intercepted mid-transit. In this event, please refer to our Unopened Return Guidelines upon delivery.
2. Warranty, Defect & Return Conditions
If you experience a manufacturing fault, physical transit damage, or receive an incorrect product, you are never required to return sensitive intimate devices internationally.
- Email service@sustory.com within 14 calendar days of parcel arrival.
- Provide your Order ID along with photo or short video proof showing the issue or barcode label.
- Once validated by our technical team, we will immediately arrange a free brand-new replacement or issue a 100% full refund.
Because these are intimate products, change-of-mind returns are not accepted. Returns are limited to verified quality issues reported within 14 days of delivery.
3. Refund Processing & Settlement Timeframes
All approved refunds are settled via our global merchant entity, HONG KONG PLUSTOUCH CO., LIMITED, directly back to your initial payment method:
- Merchant Execution: Processed within 2 business days after defect verification or return warehouse check-in.
- Bank Reflection: Depending on your card provider, funds generally post to your account within 3 to 7 business days.
- Privacy Protection: The credit entry will show the same discreet descriptor as your original checkout (e.g., PLUSTOUCH-CO or SUSTORY-RETAIL).
Frequently Asked Questions About Returns & Refunds
Q: What should I do if my product has a major defect or the wrong item was sent?
You do not need to ship the item back. Please email service@sustory.com within 14 days of delivery with your Order ID and photo evidence showing the defect or the incorrect item. Once confirmed by our team, we will dispatch an immediate replacement or issue a full refund at no cost to you.
Q: Are change-of-mind returns accepted?
Change-of-mind returns are not accepted because these are intimate products. Only verified quality issues reported within 14 days of delivery qualify for return or replacement.
Q: Can I return an item if I opened the plastic shrink-wrap but did not use it?
No. In compliance with international biohazard and intimate device hygiene standards, any item with broken sterile seals or opened packaging cannot be returned or restocked under any circumstance.
Q: How will the refund appear on my bank statement?
All refunds reflect the same discreet billing identifier as your initial purchase (such as PLUSTOUCH-CO or SUSTORY-RETAIL), ensuring complete confidentiality on your bank records.
Q: How do I cancel an order before it has been shipped?
Orders can be cancelled for a 100% full refund with zero fees if requested within 12 hours of placement before warehouse dispatch. Please email service@sustory.com immediately with your Order ID.