Return & Refund Policy
Effective Date: September 30, 2026
At SXO, we take the health, safety, and privacy of our customers seriously. Because many of the products we sell are intimate and personal-use items, all sales of intimate products are final.
No Returns or Exchanges on Intimate Products
For hygiene and personal-use reasons, we do not accept returns or exchanges on intimate products once an order has been shipped or delivered.
This includes, but is not limited to:
• Intimate toys and devices
• Personal massagers
• Lingerie and intimate apparel
• Lubricants and personal care products
• Oils, candles, and other intimate-use products
• Any product that has been opened, used, or removed from its original sealed packaging
We do not accept returns or exchanges because of:
• Change of mind
• Incorrect size, color, style, or model selected by the customer
• Product no longer being wanted
• Personal preference or dissatisfaction after opening or using the product
• Failure to read the product description, measurements, or specifications before ordering
Please carefully review product descriptions, sizing information, compatibility information, and other product details before placing your order.
Defective or Malfunctioning Products
SXO does not provide an automatic return or refund simply because a customer reports that an item is defective.
If you believe a product has a manufacturing defect or malfunction, please contact us before attempting to return or dispose of the product.
Depending on the product and the circumstances, SXO may request:
• Your order number
• A description of the problem
• Photographs or video demonstrating the issue
• Information regarding when and how the product was used
• Any other information reasonably necessary to evaluate the reported issue
Where a manufacturer or supplier warranty applies, the product may be subject to the manufacturer’s or supplier’s warranty terms and procedures. Customers may be directed to the manufacturer or supplier for warranty service, replacement, repair, or other warranty remedies.
A manufacturer’s warranty is separate from SXO’s return policy. Warranty coverage, eligibility, and available remedies are determined according to the applicable manufacturer’s or supplier’s warranty terms.
Products that are damaged as a result of misuse, accidents, improper cleaning, improper charging, improper storage, modification, unauthorized repair, failure to follow manufacturer instructions, or ordinary wear and tear may not qualify as defective products or warranty claims.
Do not send a product back to SXO without receiving instructions from us first. Unauthorized returns may be refused or returned to the customer at the customer’s expense.
Damaged or Incorrect Orders
If your order arrives with visible shipping damage, missing merchandise, or an item different from what you ordered, please contact SXO as soon as possible after delivery and provide your order number and photographs of the package and merchandise.
We will review the issue and determine the appropriate resolution.
Order Cancellations
Orders may be canceled only if the cancellation request is received before the order has been processed or shipped.
Once an order has entered processing or has shipped, it cannot be canceled through our normal cancellation process.
Refunds
Approved refunds, when applicable, will be issued to the original payment method used for the purchase.
Because payment processing times vary by financial institution and payment provider, the time required for a refund to appear in your account may vary.
Important Notice
Nothing in this policy is intended to limit any rights or remedies that cannot legally be waived under applicable federal or state law.
By placing an order with SXO, you acknowledge that you have reviewed and agreed to this Return & Refund Policy before completing your purchase.
Policy Changes
Scarlett’s Secret reserves the right to update or modify this Refund & Returns Policy at any time. Any changes will be posted on this page with an updated effective date.
By placing an order with Scarlett’s Secret, you acknowledge that you have read and agreed to this Refund & Returns Policy.