Refund policy
At ZEROONE, we place great importance on product quality, hygiene standards, and a thoughtful customer experience. Please review the following policy carefully before placing your order.
1. Final Sale Policy
Due to the intimate nature of our products and for hygiene and safety reasons, all purchases are considered final, to the extent permitted by applicable law.
Returns or refunds are not available for change of mind, personal preference, or sizing considerations. This applies to all items, including those that are unopened, sealed, or unused.
We encourage customers to review product details, measurements, and FAQs thoroughly prior to purchase. Our Customer Care team is always available to assist with any questions at salesying@zeroonextoys.com.
2. Order Changes & Cancellations
Before dispatch
If you need to request a change or cancellation, please contact us as soon as possible with your order number. While we will make reasonable efforts to accommodate requests, modifications are subject to order processing status.
A cancellation fee of up to 30% may apply to cover processing and handling costs. Shipping fees will be refunded if the order has not yet been dispatched.
After dispatch
Once an order has been shipped, it can no longer be cancelled or modified.
3. Incorrect Items Received
In the unlikely event that you receive an incorrect item, please leave the package unopened to maintain eligibility for resolution.
Contact us within 7 days of delivery at salesying@zeroonextoys.com, including:
Your order number
Clear photos of the sealed package and contents
Upon verification, we will arrange for the correct item to be sent and provide appropriate return instructions for the incorrect item.
4. Faulty or Defective Products
We stand behind the quality of our products and are committed to resolving genuine issues promptly and fairly.
Initial Checks
Before contacting us, please ensure that:
Batteries are fully charged and correctly installed
The product is used according to the provided instructions
All components are properly assembled
Reporting an Issue
If the issue persists, please contact us within 7 days of receipt:
Physical damage upon arrival:
Provide your order number and clear photos or videos showing the damage.
Functional issues upon first use:
Provide your order number and a short video demonstrating the issue during attempted use.
Resolution
Each case is reviewed individually. Where a fault is confirmed:
A replacement of the same model will be provided, or
If unavailable, store credit equal to the purchase value will be issued
Refunds are not typically offered for faulty items; resolutions are provided through replacement or store credit.
5. Out-of-Stock Items in Multi-Product Orders
In rare cases where an order includes an item that becomes unavailable:
Our Customer Care team will contact you to offer a suitable alternative
If no response is received within 48 hours, a follow-up will be sent
If there is still no response after an additional 48 hours, the unavailable item will be refunded automatically and the remaining items will ship as planned
If the unavailable item is a complimentary gift, a discount code will be issued for future use.
6. Customs & Import Regulations
Customers are responsible for ensuring that their order complies with local import laws and customs regulations.
ZEROONE cannot be held responsible for delays, duties, inspections, confiscations, or actions taken by customs authorities.
If a package is seized or destroyed due to import restrictions, refunds or replacements are not available.
If a package is returned to us in resellable condition, a refund may be issued excluding shipping and handling fees.
We recommend reviewing your country’s customs regulations regarding intimate products prior to purchase.
7. Contact Us
If you have any questions regarding this policy, our Customer Care team is here to help at salesying@zeroonextoys.com.