Refund policy

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:

  • Notify us within 7 days of delivery.
  • Provide your order number and clear photos or a short video of the damage.
  • 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.

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.

Industry-Leading Support: Every 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.

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 48 hours 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 48 hours 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.

Have more questions? Find answers in our FAQs.