FAQ about refunds, returns, and exchanges

If your product arrives damaged, defective, or incorrect, please follow these steps:

  • Submit evidence: Send photos or videos of the issue to our support team for review.
  • Assessment: After confirming the issue, we will review the case and offer a solution (refund, replacement, or other options), depending on the condition of the product.
  • Resolution: Rest assured that we prioritize fast and fair solutions through our comprehensive after-sales process.

Please contact us immediately, and we will ensure that the issue is resolved smoothly.

You can return your online order within 48 hours of receiving it. To start the return process, please notify our support team at service@mymasturbator.de.

Before proceeding, make sure that your items are eligible for return under our return and exchange policy. For more information, visit our "Refund Policy" page. There you will also find detailed instructions to guide you through the return process.

You can return your order within 48 hours of receiving it. For your return to be accepted, the item must meet the following conditions:

  1. Unused and unworn: The item must be in the condition in which you received it—unworn, unwashed, and not cleaned.
  2. Clean and odor-free: The item must not have any strong odors (e.g., smoke or body odor) and must not be covered in pet or human hair.
  3. No damage or stains: The item must not have any stains, damage, or alterations.
  4. Good packaging: The packaging must be in perfect condition, and all original labels (sewn-in or hangtags) must still be intact.

Please ensure that your return meets these conditions to avoid delays or issues during processing. If you have any questions, please feel free to contact us!

Once we receive and inspect your return, we will send you an email to confirm receipt and let you know whether your refund has been approved or rejected. If approved, your refund will be processed, and the amount will be credited to your original payment method within 1–2 days.

If you have not yet received your refund, we recommend that you:

  • Check your bank account again.
  • Contact your credit card company, as it may sometimes take a while for the refund to appear.

If you have completed all the steps above and still have not received your refund, please contact us at service@mymasturbator.de. We will be happy to help!

Yes, an exchange is possible, but under certain conditions. Please review our return policy to ensure that your item qualifies for an exchange! You can view our return policy here.

If your product meets our return policy requirements, we can accept the exchange. Once we receive the returned item, we will send you a replacement in a similar price range that you will love.

If your product does not meet the return policy requirements, unfortunately, we cannot process an exchange. Please make sure that your item meets the return policy requirements by reviewing our return policy!

No problem! If you can’t find a suitable answer, our team will be happy to assist you. Simply email us at service@mymasturbator.de, and we’ll get back to you as soon as possible. Your satisfaction is important to us—don’t hesitate to contact us!