Returns, Refunds & Warranty Policy

Returns, Refunds & Warranty Policy

1. Final Sale Policy — No Change-of-Mind Returns

Due to the intimate and personal nature of our products, and for reasons of hygiene and customer safety, all sales are final. We do not accept returns, exchanges, or refunds for change of mind, incorrect sizing selection, or personal preference.

2. Opened / Unsealed Products

For health and hygiene reasons, once the product packaging has been opened or the hygiene seal has been broken, the item cannot be returned or exchanged under any circumstances, except for covered warranty claims (see Section 5). We kindly ask for your understanding.

3. Pre-Shipment Inspection

Every product undergoes a careful pre-shipment inspection to confirm its completeness and functionality before it leaves our workshop. Each order is checked against the packing list to ensure all components and accessories are included.

4. Unboxing Video — Strongly Recommended

To protect both you and our shop, we strongly recommend recording a complete, continuous unboxing video, starting from the fully sealed and intact outer package, before opening the product.

  • In the event of any dispute — such as transit damage, missing accessories, or product defects — a complete unboxing video is required as proof of the item’s condition upon arrival.
  • With valid video evidence, we will provide the appropriate replacement or compensation as described below.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery, providing your order number, clear photos, and your unboxing video. After verification, we will offer, at your choice or our discretion depending on the case: a free replacement, a free repair kit, or a full/partial refund.

6. Warranty

6.1 Standard Warranty — 1 Month

Every product is covered by a 1-month warranty from the date of delivery. If the product shows wear or damage under normal use within this period, we will mail you a free repair kit.

6.2 Warranty Exclusions

The warranty does not cover:

  • Wear, abrasion, or tearing of the harness under normal use;
  • Damage caused by violent or improper use, misuse, negligence, or failure to follow the care instructions;
  • Damage caused by unauthorized modification, repair, or alteration of the product;
  • Normal aging of materials over time.

6.3 Extended Warranty — Optional Add-On

At the time of purchase, you may add a 6-Month Extended Warranty to your order. The extended warranty covers the same conditions and exclusions as the standard warranty and begins after the standard 1-month warranty expires.

7. How to Submit a Claim

To make a warranty claim or report an issue, please contact us via chinchintrompa@gmail.com with:

  1. Your order number;
  2. Clear photos or video showing the issue;
  3. A brief description of the problem.

We will review your claim within 3 business days and respond with a resolution.