We want you to be completely satisfied with your purchase. If, for any reason, you are not happy with the product you received, we offer a clear and transparent return and refund policy to ensure a worry-free shopping experience.
1. Conditions for Returns and Refunds
- Time Limit
You must request a return or refund within 14 days of receiving your order. Requests submitted after this period will not be accepted. - Product Condition
Items must be returned in their original condition, meaning unworn, unwashed, unused, and with original packaging intact. - Special Case – Quality Issue After Opening
If you discover any visible product defects (such as holes, stains, broken threads, etc.) after opening the package, please contact us within 48 hours via our instant messaging tools (e.g., WhatsApp, Messenger, or online chat) on our website.
You must provide clear photos and a brief description of the issue.
⚠️ Important: Please do not try on the product once a defect is discovered. Any signs of wear will make the item ineligible for return or refund. - Non-Returnable Items
Due to hygiene reasons, all hosiery and intimate items (including pantyhose, stockings, bodystockings, etc.) that have tried on are non-refundable and non-returnable.
2. How to Request a Return
- Contact our customer service team via WhatsApp, website chat, or email [service@sexyfun.vivasheen.com] with your order number and reason for return;
- Once confirmed, we will provide the return address and return instructions;
- If the return is due to personal reasons (e.g., wrong size, change of mind), the return shipping cost is your responsibility;
- If the return is due to our mistake (e.g., wrong item, clear product defect), we will cover the return shipping fee.
3. Refund Details
Once we confirm the return meets the conditions, we will begin the refund process as follows:
3.1 Refund Review Process
- Returned items will be inspected within 1–3 business days after they arrive at our warehouse;
- Inspection includes checking for signs of wear, damage, missing parts, or improper packaging;
- If the item passes inspection, the refund will proceed automatically;
- If the item fails inspection (e.g., tried on, worn, damaged), we will reject the refund and contact you to arrange return shipping.
3.2 Refund Timeline
- Refunds will be processed to your original payment method within 5–10 business days after approval;
- Actual arrival time may vary depending on your payment provider (e.g., credit card, Wise) and bank processing time;
- If you do not receive your refund on time, please contact us for assistance.
3.3 Refund Amount Explanation
- We will refund the actual amount paid for the item (excluding coupon discounts);
- Shipping fees are non-refundable, unless the item was defective or we made a shipping error;
- If your order involved discounts, coupons, or promotions, the refund will be calculated accordingly:
- Example: If the item was $30, and you used a $10 coupon, your payment was $20 — we will refund $20;
- For partial returns, discounts will be prorated and deducted from the refund.
3.4 Refund Failure or Exceptions
Refunds may be delayed or fail in the following situations:
- The original payment account is closed or invalid;
- Your credit card was changed or declined;
- A virtual or temporary payment method was used;
- The refund request is past the valid refund window (e.g., over 180 days for PayPal).
In these cases, we will contact you to arrange an alternative refund method (e.g., bank transfer or e-wallet).
4. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery through WhatsApp or website live chat, and send us clear photos and your order number. We will do our best to resolve the issue quickly, either by resending the correct item or issuing a refund.
If you have any questions during the return or refund process, feel free to contact us at any time via WhatsApp, live chat, or [service@sexyfun.vivasheen.com]. We’ll respond as soon as possible to assist you.