Return & Exchange Policy
Last Updated: Febuary 28, 2026]
Overview
Charisia Vitality (“we,” “us,” “our”) sells adult wellness products, including intimate items. For hygiene and safety reasons, our return and exchange rules are more restrictive than general retail.
This Return & Exchange Policy applies to purchases made at https://charisia.shop (the “Site”). By placing an order, you agree to this policy.
Final Sale / Hygiene & Safety
Because our products are intimate in nature:
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All opened or used products are final sale and not eligible for return or exchange.
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Products that have been unsealed, opened, used, washed, or show signs of handling beyond what is necessary to inspect the item are not eligible for return or exchange.
This policy exists to protect customer health and safety.
Returns for Unopened Items (14 Days)
We accept returns only for items that are:
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unused and unopened,
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in original, sealed packaging (if applicable), and
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returned within 14 days of delivery (based on carrier tracking).
To be eligible, you must obtain Return Authorization (RA) from us before sending anything back. Returns sent without authorization may be refused or returned to sender.
Return Shipping Costs
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Unless the return is due to our error (wrong item shipped) or a confirmed defect on arrival, return shipping costs are the customer’s responsibility.
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We recommend using a trackable shipping method. We are not responsible for packages lost in transit.
Refund Timing
If your return is approved, we will process your refund to the original payment method after we receive and inspect the returned item. Processing times can vary depending on your bank/payment provider.
Original Shipping Fees
Unless required by law, original shipping fees are non-refundable.
Exchanges
We generally do not offer exchanges for opened items.
For eligible unopened returns, we may offer an exchange (subject to inventory) if you request it during the Return Authorization process. If the replacement costs more, you will pay the difference; if it costs less, we will refund the difference.
Damaged, Defective, or Incorrect Items
A) Damaged in Transit / Missing Parts / Wrong Item
If your order arrives damaged, incomplete, or incorrect, contact us within 48 hours of delivery at info@charisia.shop and include:
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your order number,
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clear photos of the outer packaging (including shipping label), and
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photos/video of the issue (damage, missing parts, incorrect item).
After verification, we may provide a replacement, store credit, or refund, as appropriate.
B) Defective Product (Dead-on-Arrival or Fails During Use)
If you believe your product is defective, contact us at info@charisia.shop with your order number and a description of the issue. We may request reasonable troubleshooting steps and/or a short video demonstration (without explicit content) to confirm the issue.
If a defect is confirmed, we will provide a remedy consistent with this policy and the warranty terms in Section 6.
12-Month Limited Warranty (Vibrators)
Charisia Vitality provides a 12-month limited warranty for eligible vibrators purchased from https://charisia.shop, starting on the date of delivery.
What the Warranty Covers
This warranty covers manufacturing defects in materials and workmanship under normal intended use and proper care.
What the Warranty Does Not Cover
This warranty does not cover:
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normal wear and tear;
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cosmetic damage (scratches, discoloration) that does not affect function;
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damage caused by misuse, accidents, improper storage, neglect, or use not in accordance with instructions;
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damage caused by unauthorized repair, modification, or disassembly;
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damage caused by using incompatible chargers/adapters/voltage, or improper charging;
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water/liquid damage beyond the product’s stated water-resistance rating;
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products not purchased directly from charisia.shop (unless we explicitly agree otherwise in writing).
Warranty Remedy
If a warranty claim is approved, we will (at our option):
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replace the item with the same model (or a comparable model if discontinued), or
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provide store credit, or
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issue a refund (in whole or in part).
We may require proof of purchase and may require the item to be returned (we will provide instructions). Responsibility for shipping costs may depend on the nature of the claim and your location.
Non-Returnable Items
Unless required by law, the following are not eligible for return or exchange:
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any opened/unsealed intimate product;
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items marked final sale, clearance, or non-returnable;
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gift cards (if offered);
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free gifts or promotional items (if offered).
Order Changes and Cancellations
If you need to change or cancel an order, contact us immediately at info@charisia.shop. We’ll do our best to help, but once an order is processed or shipped, we may be unable to cancel or modify it.
Discreet Packaging and Returns
We strive for discreet fulfillment. For returns, please do not write product names or sensitive details on the outside of the package. Follow the Return Authorization instructions we provide.
Québec and Consumer Rights Notice
This policy does not limit any mandatory rights you may have under applicable consumer protection laws. If you are a resident of Québec or another jurisdiction that provides non-waivable rights, those rights remain in effect.
How to Start a Return or Warranty Claim
Email info@charisia.shop with:
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Order number
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Item(s) in question
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Reason for return/issue
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Photos/video (as applicable)
We will reply with next steps and, if approved, a Return Authorization (RA) and return instructions. Returns must be shipped only to the address provided in the RA.
We Support You
We’re available by email Monday–Friday, 10am–5pm EST.
