Return, Refund & Replacement Policy

At Feels, we prioritize customer safety, privacy, and hygiene. Due to the intimate and personal nature of our sexual wellness products, all products sold on our website are strictly non-returnable and non-refundable once delivered.

By placing an order with Feels, you agree to the terms of this Return, Refund & Replacement Policy.

No Returns or Refunds

For hygiene, health, and safety reasons, we do not accept returns or offer refunds for any product once it has been delivered.

We do not accept returns or provide refunds in cases including, but not limited to:

• Change of mind after placing or receiving an order.

• The customer no longer wants or needs the product.

• Dissatisfaction based on personal preference, expectations, size, colour, appearance, or product suitability.

• Products that have been opened, used, tested, or removed from their original packaging.

• Incorrect or incomplete shipping addresses provided by the customer.

• Refusal to accept the shipment at the time of delivery.

Incorrect Product Received

We offer a replacement only if you receive a product different from the product you ordered.

To be eligible for a replacement:

• You must contact us within 48 hours of receiving your order.

• You must provide your order number and details of the issue.

• A clear, continuous, and unedited unboxing video showing the sealed parcel before opening, the shipping label, the complete unboxing process, and the incorrect product received is mandatory.

• The product must remain unused, unopened, and in its original packaging.

Claims submitted without a valid unboxing video will not be eligible for replacement.

Mandatory Unboxing Video Requirement

Customers are strongly advised to record a clear and continuous video while opening their parcel.

The video must:

• Begin before the parcel is opened and clearly show that the package is sealed.

• Clearly show the shipping label and order details.

• Capture the entire unboxing process without cuts, pauses, edits, or interruptions.

• Clearly show the product received and the issue being claimed.

Screenshots, photographs, edited videos, or videos recorded after the parcel has already been opened will not be accepted as proof for replacement claims.

Damaged or Defective Products

Due to the hygiene-sensitive nature of our products, damaged or defective product claims will be reviewed on a case-by-case basis.

A clear and continuous unboxing video is mandatory for any claim relating to damage, leakage, missing items, manufacturing defects visible upon delivery, or other issues present when the parcel is opened.

If the claim is approved after verification, Feels may, at its discretion, provide a replacement of the affected product.

No monetary refund will be issued.

Replacement Process

Once we receive your claim and supporting evidence, our team will review the request.

If the replacement request is approved, we will provide further instructions regarding the replacement process.

Approval or rejection of a replacement claim will be based on the evidence provided, order records, and verification of the reported issue.

Order Cancellation

Orders can only be cancelled before they have been processed or shipped.

Once an order has been shipped, it cannot be cancelled, returned, or refunded.

Shipping Delays

Shipping delays caused by courier partners, weather conditions, public holidays, operational disruptions, incorrect customer information, or other circumstances beyond our reasonable control do not qualify for a refund.

Contact Us

For replacement-related queries, please contact us at:

Email: tryfeels.co@gmail.com

Please include your order number, registered contact details, a brief description of the issue, and the mandatory unboxing video.

Our team will review your request and respond as soon as reasonably possible.

Important: By purchasing from Feels, you acknowledge and agree that, due to the intimate and hygiene-sensitive nature of our products, all sales are final. Returns and refunds are not accepted. Replacements are provided only for eligible and verified claims in accordance with this policy.