Terms of service
Terms and Conditions of Commercial Operation
Welcome to SUSTORY. These Terms govern your purchase of goods and access across all official brand domains (including sustory.com, sustory.de, and sustory.fr).
1. Corporate Governance & Operating Entities
- Global Merchant of Record: This commercial website is operated and orders are settled by HONG KONG PLUSTOUCH CO., LIMITED (Registered Address: 5/F, Por Mee Factory Building, 500 Castle Peak Road, Cheung Sha Wan, Kowloon, Hong Kong, 999077). All payment contracts, checkouts, and invoicing obligations are executed with Hong Kong Plustouch.
- Intellectual Property Proprietor: The trademark SUSTORY (USPTO Reg. No. 6193658), product designs, and polymer engineering dossiers are proprietary intellectual property owned by HANGZHOU LUANYING BRAND MANAGEMENT CO., LTD., licensed globally to Plustouch.
2. Adult Wellness & Legal Age Verification
By accessing this website and purchasing products, you confirm and warrant under penalty of law that you are at least 18 years of age (or the age of legal majority in your jurisdiction). SUSTORY products are engineered as novelty intimate wellness and non-prescriptive pelvic conditioning devices. They are not intended to diagnose, treat, cure, or prevent any medical condition.
3. Return, Defect & Freight Responsibility Principles
- Major Defects & Errors: If an item arrives defective or incorrectly shipped, no return transit is required. Contact customer care with photo proof, and a free replacement or full refund is dispatched promptly.
- Non-Quality Returns (Change of Mind): Items must be 100% factory-sealed and unopened. The customer is solely responsible for arranging and prepaying all return shipping fees.
- Mandatory Customer Support Contact: Do not ship items back to the delivery carton sender address. You must contact service@sustory.com to receive an authorized Return Merchandise Authorization (RMA) and designated regional warehouse return address.
4. Material Safety & Non-Leaching Warranty
We warrant that all products sold are manufactured exclusively with 100% virgin platinum liquid silicone rubber (LSR), fully conforming to audited standards under German LFGB § 30 & 31, US FDA 21 CFR 177.2600, California Proposition 65, and French DGCCRF requirements as published in our official Compliance Hub.
5. Governing Law & Dispute Arbitration
These Terms shall be governed by and construed in accordance with the substantive laws of the Hong Kong Special Administrative Region, without regard to conflict of law principles, while preserving mandatory consumer protections enforced under applicable local statutes in your resident jurisdiction.
Frequently Asked Questions About Terms & Commercial Governance
Q: How does SUSTORY resolve major manufacturing defects or incorrectly delivered items?
Under our Merchant Quality Guarantee, customers are never required to return defective or mistakenly shipped intimate devices. Simply contact customer service at service@sustory.com with your order number and photo evidence of the flaw or incorrect item. Once confirmed, a brand-new replacement is dispatched at our expense without delay.
Q: Who pays shipping on non-defective returns, and how do I obtain the return address?
For non-defective returns (e.g., change of mind), the customer is strictly responsible for all return shipping costs, and products must remain factory-sealed. Never send items to the address on the parcel box. You must email service@sustory.com first; our team will provide the designated regional warehouse address and RMA instructions.
Q: Which corporate entity enters into the sales contract with me upon checkout?
Your retail purchase contract is executed directly with HONG KONG PLUSTOUCH CO., LIMITED, our global Merchant of Record. Intellectual property, research, and formulas are owned by Hangzhou Luanying Brand Management Co., Ltd. (USPTO Reg. No. 6193658) and licensed globally to Plustouch.
Q: What is the minimum age requirement to browse and purchase on SUSTORY.com?
You must be at least 18 years of age (or the legal age of majority in your jurisdiction) to access or make purchases from this store. By placing an order, you legally affirm that you satisfy this requirement.
Q: What warranty protects the chemical safety of the silicone material?
We warrant that all products are engineered from 100% virgin platinum liquid silicone rubber (LSR). Raw polymer compounds conform to audited German LFGB, US FDA 21 CFR 177.2600, and PFAS-free standards verified independently by SGS and TÜV SÜD.
Q: How are customer grievances or transactional disputes settled?
We prioritize amicable, direct resolution via our support desk. If formal proceedings arise, contracts are interpreted under the laws of the Hong Kong SAR while respecting non-waivable statutory consumer protections enforced in your home country.