At raincoats.sg, we take product hygiene, customer safety, and product integrity seriously. Because we sell intimate and adult products, our returns policy is stricter than for ordinary retail items.
Please read this policy carefully before making your purchase.
1. Change of Mind
We do not accept returns, exchanges, or refunds for change-of-mind purchases.
This includes situations where:
- you ordered the wrong item
- you no longer want the item
- you changed your preference after receiving it
- the item is unsuitable for your personal tastes or expectations
For hygiene and safety reasons, intimate products cannot be restocked once they have left our control.
2. Hygiene and Safety Policy
Due to the intimate nature of the products we sell, we do not accept returns of any item that has been opened, unsealed, used, tested, worn, or otherwise tampered with.
This applies especially to:
- vibrators
- masturbators
- anal toys
- prostate toys
- couples’ toys
- lingerie or wearable intimate items
- lubricants, creams, and other consumables
- any product where the seal, wrapper, hygiene sticker, or protective packaging has been broken
We are unable to accept such items back because we cannot verify whether they have been used, and returned intimate goods cannot be safely or hygienically resold.
3. Unopened Items
We may, at our sole discretion, consider a return request for a non-faulty item only if all of the following conditions are met:
- the item is unused
- the item is unopened and factory sealed
- the item is in its original packaging
- the item is in resaleable condition
- you contact us within 7 days of delivery
- the item is not excluded under this policy
If we approve such a return, the customer will generally be responsible for return shipping costs. Original shipping fees are non-refundable unless the return is due to our error or a confirmed defect.
Approval must be obtained from us before any item is sent back.
4. Non-Returnable Items
The following items are not eligible for return or refund unless they are defective on arrival or covered by applicable consumer law:
- opened intimate products
- opened consumables, including lubricants and cleaners
- wearable intimate items removed from sealed packaging
- clearance, sale, promotional, or discounted items
- gift cards, vouchers, and downloadable products
- any item marked as non-returnable on the product page
5. Damaged, Wrong, or Faulty Items
If you receive:
- a damaged item
- the wrong item
- an item with a manufacturing defect
- an item that does not function as intended on first use in accordance with the instructions
please contact us as soon as possible, preferably within 48 hours of delivery for damaged or wrong-item claims.
Please include:
- your order number
- the date of purchase
- a description of the issue
- clear photos of the product and packaging
- where relevant, a short video showing the fault
We may ask for further information before approving a replacement, refund, or warranty claim.
6. Defective Products and Consumer Rights
Nothing in this policy removes or limits any rights you may have under applicable Singapore law.
Where a product is defective or does not conform to the contract at the time of delivery, remedies under Singapore’s Lemon Law may include repair, replacement, price reduction, or refund, depending on the circumstances. A customer is not entitled to such remedies where the issue was caused by misuse, accidental damage, wear and tear, unauthorised repair attempts, or a simple change of mind.
7. Refunds
If a refund is approved, it will be processed to the original payment method.
Please note:
- refunds are only issued after assessment and approval
- shipping charges are not refundable unless the return is due to our mistake or a confirmed defect
- bank or payment provider processing times may vary
8. Exchanges
We do not offer exchanges for change-of-mind purchases.
If an item is confirmed to be defective, damaged on arrival, or incorrectly supplied, we may offer one of the following at our discretion and subject to applicable law:
- replacement of the same item
- replacement with a comparable item
- store credit
- refund
- repair, where appropriate
9. Warranty for Electronic Intimate Products
Many electronic intimate products are covered by a manufacturer’s warranty. Warranty coverage, period, and process vary by brand and manufacturer.
Unless otherwise stated on the product page, the following general conditions apply:
- warranty covers manufacturing defects only
- warranty does not cover misuse, accidental damage, water damage to non-waterproof items, normal wear and tear, battery deterioration from misuse, cosmetic marks, or damage caused by improper storage or cleaning
- warranty may be void if the product has been opened, modified, or repaired by an unauthorised party
To make a warranty claim, please contact us with:
- your order number
- proof of purchase
- a description of the problem
- supporting photos or video if requested
We may ask you to return the item for inspection before processing the claim.
If the claim is accepted, we may provide repair, replacement, store credit, or another reasonable remedy depending on stock availability and the manufacturer’s warranty terms.
10. Return Shipping
Do not return any item without contacting us first and receiving return instructions.
Where a return is approved:
- the customer is responsible for return shipping unless the item is confirmed to be defective, damaged on arrival, or incorrectly supplied
- we recommend using a trackable delivery method
- we are not responsible for returned parcels lost in transit
11. Contact Us
For all return, refund, damage, or warranty enquiries, please contact us and include your order number and date of purchase.