Refund policy
Last updated: July 30, 2026
Because Rock’in Lab products are intimate-use items, we maintain strict return and exchange restrictions for hygiene and safety reasons.
Please review all product descriptions, measurements, specifications, images, and Archive references carefully before placing an order.
Except where required by applicable law, a return, exchange, replacement, or refund will only be considered when:
- The product remains completely unopened and inside its original sealed hygiene packaging;
- The product arrived damaged;
- The product has a manufacturing defect;
- Rock’in Lab sent an incorrect product; or
- The product is materially different from the description shown on its product page.
Products that do not meet one of these conditions are not eligible for return or exchange.
Unopened Products
You may request a return within 14 calendar days of delivery if all of the following conditions are met:
- The product has not been opened;
- The product has not been used, tested, inserted, worn, washed, cleaned, disinfected, lubricated, or altered;
- The product’s hygiene seal and original sealed packaging remain completely intact;
- The product is undamaged and in resellable condition;
- All accessories, labels, instructions, packaging, and included components remain present.
Opening the external shipping carton does not automatically make a product ineligible for return.
However, opening, removing, breaking, cutting, or damaging the product’s hygiene seal or sealed product packaging makes the product non-returnable, unless the product is defective, damaged upon arrival, incorrect, or materially not as described.
For an approved return of an unopened product, the customer is responsible for return shipping and related return costs unless applicable law requires otherwise.
Defective or Damaged Products
Contact us if a product:
- Arrives with a manufacturing defect;
- Arrives damaged during shipping;
- Is missing an essential component;
- Cannot function as reasonably intended because of a manufacturing problem.
Please report visible damage or defects within 7 calendar days of delivery where reasonably possible so that we can investigate the issue promptly.
This reporting period does not limit any mandatory consumer rights that apply to defective goods.
Please retain:
- The product;
- The sealed or opened product packaging;
- The external shipping carton;
- The shipping label;
- All accessories and included materials.
We may request photographs or video showing the product, packaging, shipping carton, shipping label, and identified problem.
Opening the packaging where reasonably necessary to discover or document a defect does not automatically invalidate a legitimate defect claim.
Incorrect Products
Contact us if you receive:
- A different product from the one ordered;
- The wrong model;
- The wrong size;
- The wrong colour;
- The wrong quantity;
- An order missing a purchased product.
Please contact us within 7 calendar days of delivery where reasonably possible and provide clear photographs of the product, packaging, product label, and shipping label.
Do not use, wash, clean, or otherwise alter an incorrect product while your claim is being reviewed.
Products Materially Not as Described
A return or other resolution may be considered if the product is materially different from the description, specifications, measurements, or features shown on the relevant product page at the time of purchase.
The following do not normally mean that a product is materially not as described:
- Minor colour differences caused by photography, lighting, or screen settings;
- Normal variations between production batches;
- Minor surface or appearance variations inherent to the material or manufacturing process;
- Personal dissatisfaction with the product’s sensation;
- Personal expectations about firmness, softness, size, shape, comfort, difficulty, or suitability;
- Misunderstanding measurements that were correctly displayed on the product page.
Non-Returnable and Non-Exchangeable Products
Except for confirmed defects, shipping damage, incorrect products, or products materially not as described, we do not accept returns or exchanges for:
- Products with opened, removed, broken, cut, or damaged hygiene seals;
- Products removed from their original sealed product packaging;
- Products that have been used or tested;
- Products that have been inserted or worn;
- Products that have been washed, cleaned, disinfected, or lubricated;
- Products showing signs of bodily contact, residue, odour, contamination, wear, or use;
- Products damaged after delivery;
- Products damaged through misuse, improper handling, modification, storage, cleaning, or maintenance;
- Products damaged by incompatible lubricants, cleaning products, chemicals, heat, sharp objects, or other external causes;
- Products ordered in the wrong size, colour, model, or quantity by the customer;
- Products that do not meet the customer’s personal expectations regarding size, shape, firmness, softness, colour, sensation, comfort, difficulty, or suitability;
- Change-of-mind requests after the hygiene seal has been opened;
- Gift cards;
- Digital products;
- Products clearly marked as final sale.
For hygiene and safety reasons, an opened intimate-use product cannot be returned or exchanged simply because it appears unused.
Product Selection and Measurements
Customers are responsible for reviewing all available product information before ordering, including:
- Dimensions;
- Circumference;
- Insertable length;
- Shape;
- Material;
- Firmness;
- Structure;
- Intended experience;
- Product images;
- Archive references;
- Usage guidance.
A product being larger, smaller, softer, firmer, more difficult, or otherwise different from a customer’s personal expectations does not by itself mean that the product is defective or not as described.
How to Request a Return or Refund
Contact:
Your request should include:
- Your full name;
- Your order number;
- The email address used for the order;
- The product concerned;
- A clear explanation of the request;
- Clear photographs or video where relevant;
- Photographs of the hygiene seal and packaging;
- Photographs of the shipping carton and shipping label if the product arrived damaged or incorrect.
Do not return any product without receiving approval and return instructions from Rock’in Lab.
Returns sent without prior approval, sent to an incorrect address, or sent outside the approved return period may be refused.
Approval of a return request does not automatically guarantee a refund. The returned product must still pass inspection after it is received.
Return Shipping
For an approved return of an unopened product based on a change of mind, the customer is responsible for:
- Return shipping costs;
- Tracking fees;
- Customs declarations;
- Import or export charges;
- Any other costs associated with returning the parcel.
We recommend using a trackable shipping service.
Rock’in Lab is not responsible for return parcels that are lost, damaged, delayed, seized, rejected by customs, or delivered to an incorrect address.
If we confirm that a product was defective, damaged during shipping, incorrect, or materially not as described, Rock’in Lab will determine an appropriate resolution and may cover reasonable return shipping costs where a physical return is required.
Inspection and Resolution
All returned products will be inspected after receipt.
A return may be refused if:
- The hygiene seal has been opened or damaged without a valid defect or incorrect-product claim;
- The product shows signs of use, washing, cleaning, contamination, or alteration;
- The product was damaged after delivery;
- Parts, accessories, labels, instructions, or packaging are missing;
- The returned product does not match the approved return request;
- The return was sent without authorization;
- The return was sent outside the approved return period.
Depending on the circumstances, an approved claim may be resolved through:
- Replacement of the affected product;
- Replacement of an affected component;
- Exchange for the correct product;
- Store credit;
- Partial refund;
- Full refund.
Rock’in Lab will determine the appropriate resolution based on the nature of the issue, the evidence provided, available inventory, and applicable legal requirements.
Refunds
Approved refunds will normally be issued to the original payment method.
Refund processing times depend on the customer’s bank, card issuer, payment provider, and local financial institution. It may take several business days for the refunded amount to appear.
The following amounts are generally non-refundable unless the issue resulted from our error or applicable law requires otherwise:
- Return shipping costs;
- Customs duties;
- Import taxes;
- VAT paid directly to local authorities;
- Currency-conversion charges;
- Bank or card fees;
- Carrier handling charges;
- Other third-party charges.
Rock’in Lab cannot directly refund taxes, duties, payment fees, or other charges collected by customs authorities, banks, card issuers, payment providers, carriers, or other third parties.
Order Cancellation
Contact us as soon as possible if you need to request an order cancellation or modification:
We cannot guarantee cancellation or modification after an order has been placed.
Orders cannot be cancelled or modified once processing has begun.
An order is considered to have entered processing once payment verification, inventory allocation, packing preparation, fulfilment, or shipping arrangements have started.
Once an order has been shipped, it cannot be cancelled.
Mandatory Consumer Rights
Nothing in this policy excludes, limits, restricts, or overrides any consumer right or legal remedy that cannot lawfully be excluded under the laws applicable to the purchase.
Where applicable law grants a cancellation or withdrawal right, that right may be subject to legally permitted exceptions for sealed goods that are unsuitable for return for health protection or hygiene reasons after being unsealed.
Mandatory rights relating to defective, damaged, incorrect, or materially misrepresented products remain unaffected.
Contact
For questions about returns, exchanges, damaged products, incorrect orders, or refunds, contact: