退款政策

Return & Refund Policy

Last updated: April 2026

At Dr.Chen, we stand behind every product we sell. This policy explains what can be returned, under what conditions, and how refunds are processed.

Which Items Can Be Returned

Eligible for return (within 7 days of delivery):

  • Unopened, unused items in original factory-sealed packaging
  • Items received in a damaged or defective condition
  • Wrong items sent due to a fulfillment error

Not eligible for return:

  • Opened adult wellness products (vibrators, massagers, lubricants, condoms, etc.) — due to hygiene and health regulations, these cannot be returned once opened or used
  • Items damaged due to misuse, improper handling, or user error
  • Items returned after 7 days without prior authorization
  • Digital goods or downloadable content

Defective or Damaged Items

If your item arrives defective, malfunctioning, or physically damaged in transit, we will resolve the issue at no cost to you. Contact us within 7 days of receiving your order with:

  • Your order number
  • A description of the defect or damage
  • Photos or video showing the issue

We will either send a replacement item or issue a full refund, at your choice. Return shipping for defective items is arranged and covered by Dr.Chen.

Wrong Item Received

If we shipped you the wrong product, contact us within 7 days of delivery. We will ship the correct item and arrange pickup of the incorrect item at no cost to you. You do not need to return the incorrect item before the replacement is dispatched.

How to Initiate a Return

  1. Contact us via our contact page within 7 days of delivery
  2. Provide your order number and reason for return
  3. Include photos if the item is damaged or defective
  4. We will review your request and respond within 1–2 business days
  5. If approved, we will provide return instructions and a shipping label if applicable

Do not send items back without first receiving authorization from our team — unauthorized returns cannot be processed.

Refund Timeline

Once a return is approved and (where required) the item is received and inspected:

  • Credit card refunds: Processed within 3–5 business days. Your bank may take an additional 2–5 business days to post the credit.
  • Store credit: Applied immediately upon approval if preferred
  • Replacements: Shipped within 1–2 business days of approval

Return Shipping Costs

  • Defective or wrong items: Dr.Chen covers all return shipping costs
  • Change of mind (unopened items only): Customer is responsible for return shipping costs

Sale Items

Sale and discounted items follow the same return policy as regular-priced items. Eligibility is based on condition (unopened, unused) and the 7-day return window.

Contact Us

For all return and refund inquiries, contact our support team via our contact page. We are available 7 days a week, 9 AM – 9 PM and aim to respond within 2–4 hours.