Last updated: August 30, 2026
Your comfort and hygiene matter to us, and to every customer who shops with us. Because of the intimate nature of our products, this policy is stricter than a typical retail return policy — please read it before you order.
Final Sale Once Opened
For hygiene and safety reasons, the following items cannot be returned, exchanged, or refunded once opened, used, or removed from their sealed packaging, except in the case of a manufacturing defect:
- All intimate/personal massagers and toys
- Lubricants, massage oils, and other consumable wellness products
- Intimate apparel, harnesses, and lingerie-adjacent items
- Any item explicitly marked “final sale” on its product page
This is standard practice across the intimate wellness industry and exists to protect the health and safety of everyone who shops with us.
Unopened Items
If an item arrives unopened, unused, and in its original, undamaged packaging, you may request a return or exchange within 14 days of delivery. Contact us at xtasyxperience@xtasyxperience.it.com with your order number before sending anything back — we’ll confirm eligibility and provide return instructions.
- Return shipping costs are the customer’s responsibility unless the item arrived incorrect or defective.
- A refund will be issued to your original payment method once we receive and inspect the returned item, typically within 5–10 business days.
- Original shipping charges (if any) are non-refundable.
Defective or Damaged Items
If an item arrives damaged, defective, or incorrect, contact us within 7 days of delivery at xtasyxperience@xtasyxperience.it.com with your order number and a photo of the issue. We’ll arrange a replacement or full refund, including shipping, at no cost to you — no need to worry about the “opened” rule above in this case.
How to Start a Return
- Email xtasyxperience@xtasyxperience.it.com with your order number and the reason for the return.
- We’ll confirm whether your item is eligible and provide next steps.
- Do not send items back without confirmation first — unauthorized returns may not be refunded.
Order Cancellations
If you need to cancel or change an order, contact us at xtasyxperience@xtasyxperience.it.com as soon as possible. We can only cancel or modify orders that haven’t yet been sent to our fulfillment partner for processing.
Questions
We know this is a more sensitive category to shop in, and we’re happy to talk through any concern before or after you order. Reach us at xtasyxperience@xtasyxperience.it.com.
