Return & Refund Policy

1. No Returns Due to Product Nature

Due to the intimate nature of sexual health products and health regulations regarding medical devices, we do not accept returns.

  • We are not liable for any damage resulting from incorrect use, improper storage or handling, or misuse of products for purposes other than their intended use.

2. Exceptions for Exchanges, Returns, and Refunds

For hygiene reasons, all exchange, return, and refund requests will generally not be accepted, except in the following cases:

  • a) Incorrectly Shipped Items: Wrong model or wrong quantity.
  • b) Damaged Items: Damage during shipping or items with manufacturing defects.

If your request falls under the above categories (2a or 2b), please email us at support@elephant.com.my within 48 hours of receiving the parcel. Include a detailed explanation of the issue and attach clear photos as proof.

3. Shipping Fees for Returns/Exchanges

The buyer/customer is responsible for all shipping fees associated with return or exchange requests unless the return or exchange is due to the reasons outlined in 2a or 2b.

  • All returned or exchanged items must remain unopened and unused. Items must be returned in their original packaging, including intact plastic seals.

4. Processing Returns/Exchanges

Upon receipt of your returned item at our warehouse, our team will process your request within 1-2 working days. You will receive an update once your return/exchange has been processed.

  • For exchanges, only the same product will be provided. The replacement product will be delivered within the same timeframe as your original order after we receive and inspect your returned parcel.
  • We reserve the right to withhold any exchanges/returns if the original item has not reached our warehouse.

5. Quality Concerns

If you have any quality-related concerns, please email us at support@elephant.com.my.

  • At ELEPHANT, we take the quality of our products and the health and safety of our customers very seriously. Depending on the issue, we may request that you send the product back to us for quality inspection and testing. Please note that this is solely for inspection purposes and does not imply restocking.

Important Notes

Please note that our shipping fee policy or free shipping eligibility may change based on actual circumstances. Due to force majeure factors (such as natural disasters, changes in government policies, interruptions in logistics provider operations, etc.), we reserve the right to modify shipping fees or free shipping conditions. In the event of any changes, we will notify you via our official website, email, or SMS.

Thank you for your understanding and support.