Refund policy

Last Updated: 6th June 2026

1. Introduction

At RealVagina, customer satisfaction and product quality are our highest priorities. Every product undergoes thorough inspection before dispatch. This Return & Refund Policy outlines your rights and our obligations in accordance with applicable international and domestic consumer protection laws, including but not limited to U.S. Federal Trade Commission (FTC) regulations, the EU Consumer Rights Directive 2011/83/EU (as applicable), and applicable e-commerce laws.

By placing an order with RealVagina, you acknowledge that you have read, understood, and agree to this policy.

2. Customer Service

For all inquiries regarding returns, refunds, or cancellations, please contact our customer service team:

  • Email: info@realvagina.com
  • Response time — Business days: within 24 hours
  • Response time — Weekends & Public Holidays: within 48 hours

We are committed to acknowledging all support requests promptly and resolving disputes in good faith within a reasonable timeframe.

3. Order Cancellation

3.1 Before Shipment

Customers may cancel an order at any time before shipment without providing a reason. To cancel:

  1. Email info@realvagina.com with a clear cancellation request and your Order ID.
  2. Our team will confirm cancellation and process a full refund within 3–5 business days.
  3. Refunds are issued to the original payment method.

3.2 After Shipment

Once an order has been dispatched and a tracking number issued, the order cannot be cancelled. In such circumstances, customers may initiate a return upon delivery in accordance with Section 4 of this policy.

4. Returns Eligibility

4.1 Standard Return Window

Customers may request a return within 14 calendar days of the date of delivery, provided all of the following conditions are met:

  • The product is completely unused and in its original, unaltered condition.
  • The original packaging is undamaged, complete, and sealed.
  • All hygiene seals and protective wrappings remain fully intact and unopened.

4.2 Hygiene Exception

Due to the nature of our products, returns cannot be accepted once any hygiene seal, protective wrap, or sealed packaging has been opened or broken. This exception is consistent with EU Directive 2011/83/EU Article 16(e) and similar consumer protection frameworks, which exempt intimate goods from standard return rights once the seal is removed.

4.3 Non-Returnable Circumstances

Returns and refunds will not be issued in the following circumstances:

  • Personal dissatisfaction or change of preference after product use or after the hygiene seal is opened.
  • Claims submitted more than 14 calendar days after delivery, except for verified defects.
  • Products that have been altered, used, or where the hygiene seal has been removed.

5. Return Process

To initiate a return, customers must follow these steps:

  1. Contact us: Email info@realvagina.com with your Order ID and reason for return.
  2. Await authorization: Do not ship the item until you receive a Return Merchandise Authorization (RMA) confirmation from us.
  3. Ship the item: Return the item securely to our designated return address (provided in your RMA confirmation).
  4. Inspection: We will inspect the returned item within 3–5 business days of receipt.
  5. Refund/Resolution: A refund or replacement will be issued after successful inspection.

Important: Returns shipped without prior written authorization (RMA) will not be accepted, will not be refunded, and may be returned to the sender at their cost.

5.1 Return Shipping Costs

  • Customers are responsible for all return shipping costs unless the return is due to a defective, damaged, or incorrect item supplied by RealVagina.
  • We recommend using a tracked shipping method. RealVagina is not responsible for return shipments lost in transit.

6. Defective, Damaged, or Incorrect Items

If you receive a product that is defective, damaged in transit, or materially different from what you ordered, you are entitled to a full remedy. This right is in addition to, and does not limit, any statutory consumer rights you may have under applicable law.

6.1 How to Claim

  1. Contact info@realvagina.com as soon as possible after discovering the defect.
  2. Provide your Order ID, a clear description of the issue, and photographic or video evidence clearly showing the defect or damage.
  3. Our team will assess the claim and respond within 3 business days.

6.2 Remedies Available

Depending on the circumstances, we will offer:

  • A full replacement shipment at no additional cost; or
  • A full refund of the purchase price, including any shipping fees paid.

6.3 Claims Deadline

Defect and damage claims must be submitted within 90 calendar days of the confirmed delivery date. After this period, RealVagina reserves the right to decline replacement or refund requests. This does not affect any statutory warranty rights that may apply under local laws.

7. Refunds

7.1 Cancelled Orders (Before Shipment)

  • A full refund of all amounts paid, including any applicable taxes and fees, will be issued.
  • Refunds will be processed without undue delay and no later than 14 business days from confirmation of cancellation.

7.2 Returned Products

  • Refunds are issued after the returned item has been received and successfully inspected.
  • A restocking fee of 15% of the order value will be deducted from the refund for standard change-of-mind returns (where no defect exists and the product remains sealed and unused).
  • No restocking fee applies to returns of defective, damaged, or incorrectly supplied products.
  • Refunds will be processed within 3–5 business days of inspection approval.

7.3 Refund Method & Processing Time

  • Refunds are issued to the original payment method used at the time of purchase.
  • Actual credit to your account may take an additional 3–10 business days depending on your bank or payment provider.
  • We are not responsible for any delays caused by your payment provider's processing timelines.

8. Chargebacks & Disputes

We strongly encourage customers to contact us directly before initiating a chargeback or payment dispute. Many issues can be resolved quickly through our customer service team. Fraudulent chargebacks for products that were legitimately delivered may be disputed and documented with the relevant payment processor.

9. Governing Law & Jurisdiction

This policy is governed by and construed in accordance with the laws of the Commonwealth of Kentucky, United States, without regard to conflict of law provisions. For customers located in the European Union or other jurisdictions, any mandatory consumer protection rights under local law shall apply and shall not be excluded or limited by this policy.

Any disputes arising from this policy or related transactions shall first be addressed through good-faith negotiation. If unresolved, disputes shall be submitted to the appropriate courts of Boone County, Kentucky.

10. Policy Updates

RealVagina reserves the right to update or modify this Return & Refund Policy at any time without prior notice. Any changes will take effect immediately upon publication on our website. The “Last Updated” date at the top of this document reflects the most recent revision. Continued use of our services after any changes constitutes acceptance of the revised policy.

11. Contact Information

For all inquiries relating to returns, refunds, cancellations, or any aspect of this policy:

This policy was last reviewed on 6th June 2026. © 2026 RealVagina. All rights reserved.