Return & Refund

At Roussan, your satisfaction and safety are our highest priorities. We're here to help, ensuring every resolution is handled with care and privacy.

  • Our Hygiene Guarantee

    Due to the personal nature of adult products and to ensure the highest hygiene standards, all opened or used items are Final Sale. This policy guarantees that every customer receives a 100% untouched item.

    If the item is still in its original, factory-sealed packaging, you may return it within 7 days of delivery.

    To start a return, contact us at info@adultrepdao.com. If approved, we'll send a shipping label and instructions. Please note that items sent back without prior authorization will not be accepted.

  • 100% Satisfaction Promise

    Not satisfied with your item? Simply notify us within 7 days of delivery, and we will gladly credit your account with Rewards Points for the full item amount—hassle-free!

  • Our "Make It Right" Guarantee

    We stand firmly behind the quality of our products. Every product undergoes rigorous quality checks before leaving our facility. In the rare event that an item is damaged during transit or experiences a technical malfunction, we will prioritize making it right for you.

  • What if my item is damaged?

    Please inspect your package immediately upon delivery. If the exterior packaging is significantly damaged, we recommend taking photos before opening it. If the product inside is affected:

    1. Notify us within 7 days of delivery.
    2. Provide your order number and clear photos or a short video of the damage.
    3. We will evaluate the issue and arrange for a satisfactory resolution at no cost to you.

  • What if my item is defective?

    A "defect" refers to a manufacturing flaw or a mechanical failure that prevents the machine from operating as intended.

    Industry-Leading Support:
    Every Roussan sex machine is backed by our Premium 3-Year Warranty. If your device encounters an issue covered under our warranty terms, we will provide replacement parts or a repair at no cost for the components.

    Please contact us within 7 days of delivery. We require your order number and clear visual evidence (a photo or short video) of the defect.

    • Minor Issues: In most cases, mechanical issues can be resolved by replacing a specific component. We will ship the necessary replacement parts to you immediately, along with simple instructions for the fix.
    • Major Malfunctions: If the core unit is found to be defective and cannot be repaired with replacement parts, we will arrange for a full replacement of the machine.

  • Missing Item

    Missing an item? Follow these steps so we can resolve the issue immediately:

    1. Double-Check the Box: Small items often shift during shipping. Check all foam crevices and box flaps. Do not discard packaging until you have accounted for all parts.
    2. Check for Multiple Shipments: Large orders may ship in separate boxes. Check your email for additional tracking numbers; remaining items often arrive 1–2 days later.
    3. Report Missing Item: If an item is truly missing, contact us within 7 days of delivery. Please provide your order number, the missing item name, and a photo of everything you received (including the box and label).

    Once we verify the omission with our warehouse team, we will ship the missing item to you immediately at no additional cost to you.

  • Incorrect Item

    If you receive the wrong item, please do not open or use it. Due to hygiene regulations, we can only exchange products that remain completely unused in their original, sealed packaging.

    How to Resolve a Mix-Up:

    1. Please email support within 7 days if your order is incorrect.
    2. Provide a photo of the incorrect item next to the shipping label for warehouse verification.
    3. Keep all shipping materials until the issue is resolved.

    Our Resolution:

    • Small Items: Keep the incorrect product for free while we ship your correct order.
    • Sex Machines: We provide a prepaid return label. Once the unopened unit is scanned, we'll ship the correct model via Express.

  • Order Cancellation

    We understand that plans can change. You may cancel your order at any time before it has been dispatched from our warehouse.

    Please note that once a payment is processed, PayPal and credit card processors charge non-refundable transaction fees. Therefore, all successful cancellations are subject to a 4.4% + $0.30 USD cancellation fee to cover these external costs. Your refund will be issued automatically to the same card or account you used for the purchase.

    Once an order has been shipped, it can no longer be canceled.

Frequently asked questions

Can I return a product if I changed my mind?

Returns are accepted within 7 days of delivery only if the item is unopened and the original factory seal or shrink-wrap is intact. For hygiene reasons, we cannot accept returns on any opened products, even if they remain unused.

* Please note that the customer is responsible for return shipping costs for change-of-mind returns.

Why can't I return an item once it's been opened?

For health and safety reasons, sex toys are considered intimate hygiene products. Once the packaging is opened, we can no longer guarantee the item is sanitary. This policy protects all our customers by ensuring that every item we sell is 100% brand new and never handled by another person.

What happens if I'm not satisfied with my purchase?

We provide detailed descriptions, dimensions, and material lists for every product to help you make an informed choice. However, we cannot offer refunds based on personal preference, "climax results," or dissatisfaction with the product's power/sensation once the seal is broken.

If your sex machine has a technical fault or is not functioning as described, please contact us for a replacement under our warranty policy.

My sex machine isn't working. What should I do?

We're sorry your machine isn't performing as it should! Please follow these steps to get things back on track:

  • Check the Basics: Ensure all power cables are firmly connected to both the wall and the machine, and that any remote batteries are fresh.
  • Document the Issue: If the problem persists, take a short video of the machine's behavior.
  • Contact Support: Email us at info@adultrepdao.com with your order number and the video. All our machines are covered by a 3-Year Warranty, and we will prioritize a repair or replacement for you.

How long does it take to get my refund?

Once we receive and inspect your unopened return, we will process your refund within 3 business days. The funds will be credited back to your original payment method.

Refund typically takes 3–5 business days to show in your account after we've issued it, depending on your bank or card provider. You'll receive a confirmation email the moment it's processed.

Please note: Refunds are only issued for unopened items in their original packaging or for defective products verified by our technical team.

Do I have to pay for return shipping?

If you are returning an unopened item because you changed your mind, you are responsible for the return shipping costs. If the item is being returned because it is defective or we sent the wrong item, we will provide a pre-paid shipping label.

What will the return shipping label look like?

Your privacy is our priority. Any return shipping labels provided by us will use our discreet business name and will not mention "sex toys" or "adult products" on the exterior of the package.

Can I cancel my order it's been placed?

Yes, you can cancel your order for a full refund as long as it has not yet been processed for shipping. Because we pride ourselves on fast shipping, we recommend contacting us immediately if you need to cancel.

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