RETURN & REFUND

Effective Date: July 11, 2026

At Plug N Vibe, we maintain the highest standards of quality control and hygiene. Because of the intimate and personal nature of our wellness products, we enforce strict return guidelines to ensure the health and safety of all our customers.

1. Hygiene and Safety (Non-Returnable Items)

To maintain strict hygiene protocols and comply with health regulations, we do not accept returns, exchanges, or issue refunds for any opened or used products. Once the tamper-evident seal on the product packaging is broken, the item is considered final sale. We cannot restock or resell intimate wellness items.

2. Eligible Replacements (Defects and Damages)

We stand by the premium quality of our devices. You are eligible for a free replacement or a full refund only under the following specific circumstances:

  • Manufacturing Defect: The device is structurally compromised or fails to turn on/function straight out of the box (Dead on Arrival).

  • Incorrect Item Received: The product delivered does not match the item you ordered.

  • Transit Damage: The product inside the box is physically damaged upon delivery.

Note: Minor damage to the external shipping box does not qualify for a return if the internal product remains intact and fully functional.

3. The Mandatory Unboxing Video

To protect both our customers and our business, we require a continuous, unedited unboxing video to process any claims for transit damage, missing items, or incorrect products.

  • The video must clearly show the shipping label, the sealed package from all sides before opening, and the condition of the item inside.

  • Claims made without a valid unboxing video will unfortunately be rejected.

4. How to Initiate a Claim

If your order qualifies for a replacement or refund based on the criteria above, you must report the issue within 48 hours of delivery.

  1. Email our support team at info@plugnvibe.com.

  2. Include your Order Number in the subject line.

  3. Attach clear photos of the defect and the mandatory unboxing video.

  4. Provide a brief description of the issue.

Our quality assurance team will review your claim within 1-2 business days. If approved, we will arrange a reverse pickup (where available) or provide instructions for dispatching the item back to our facility.


5. Refund Processing

If a refund is approved rather than a replacement:

  • The refund will be initiated only after the defective/incorrect item is received and inspected at our warehouse.

  • Approved refunds are credited back to the original method of payment used during checkout.

  • Please allow 5 to 7 business days for the credited amount to reflect in your bank account, credit card, or UPI statement, depending on your bank’s processing times.

6. Order Cancellations

  • Before Dispatch: You may cancel your order for a full refund at any time before it is dispatched from our warehouse. Please contact us immediately to request a cancellation.

  • After Dispatch: Once an order has been handed over to our courier partner and a tracking number is generated, it cannot be canceled. If you refuse the delivery at your doorstep, the standard RTO (Return to Origin) process applies, and a deduction for two-way shipping costs may be applied to your refund.

7. Contact Information

For any questions regarding your order, returns, or refunds, please reach out to us:

  • Email: info@plugnvibe.com

  • Operational Hours: 9:30 AM to 6:00 PM (IST)