Two Refund Policies are detailed below. The first is specific to Promescent goods sold directly on promescent.com that include but are not limited to Enhancers, Lubricants, Supplements, Toys, and Hygiene Products. The second is specific to Promescent prescription medications and applies to all content found on rx.promescent.com
Promescent Goods Sold on promescent.com
Due to the intimate nature of our products, we do not offer returns or refunds (outside of our 60-day Money Back Guarantee).
Defective, Damaged, or Missing Item Replacements
We will exchange any product that is defective or has a manufacturing defect.
Any issues or disputes with regard to defective, damaged, missing, or incorrectly shipped items must be reported to our Customer Service team within 30 days of the order being delivered (no refunds or exchanges will be honored without contacting Customer Service first). Any claims for replacement received after 30 days of delivery will not be honored.
60-Day Money Back Guarantee (offer only valid for U.S. Customers)
All international sales are final (items shipped outside of the United States).
If you are dissatisfied with one of our Money Back Guaranteed Products (see full list below) for any reason, we will refund the purchase price less the cost of shipping. The customer is responsible for shipping costs to and from a Promescent facility.
Money Back requests must be received within 60 days of the product delivery date. We are not liable for returns that are damaged or lost in transit to Promescent. Refunds will be provided within 5 business days (excluding holidays). Promescent will credit the amount paid for the returned Product (less any shipping and handling costs/fees related to the original purchase, which are non-refundable) to the Payment Method you used to make the original purchase. Refunds can only be processed against the original payment method used. No other forms of refund will be permitted.
The 60-Day Money Back Guarantee is only valid for new Promescent customers and existing customers who are trying a product for the first time (for example, a customer who has ordered Delay Spray previously but has now tried a Personal Lubricant).
Money Back Guaranteed Products
- Delay Spray
- Delay Wipes
- Personal Lubricants
- Female Arousal Gels
- VitaFLUX® for Men & Women
- Before and After Wipes
- Massage Oils
- Toy Cleaner
- Condoms
- Adult Toys/Vibrators:
- Products that are considered electronic devices (e.g., vibrators) are only eligible for the 60-day money-back guarantee if the item is unopened and in its original packaging with the seals intact.
- Exception: Purchase of a We-Vibe or Promescent product is covered under a 60-day "Orgasm Guarantee". If a We-Vibe or Promescent sex toy you’ve bought from www.promescent.com doesn’t enhance your sexual happiness, then we’ll refund you the full cost of the item.
Prescription Medications
Prescription orders cannot be returned once they have left the pharmacy unless there was an error in filling the prescription, such as providing the wrong medication strength or quantity. If an error was made, we will refund or replace your order at our discretion.
- If your order is damaged during shipping, you may be eligible for a replacement order, provided that you contact us within one week of receiving your order.
- If you wish to request a refund for your prescription order, you must do so within one week of receiving your order.
- We can only authorize returns of unopened medications that have not expired. To initiate a return, please contact our Customer Service Team to obtain authorization.
- A return will only be authorized for medication that is opened if there are verified potency issues. However, please note that all returns must be authorized by our Customer Service Team.
We do not refund orders for/or we are not responsible for:
- UPS/FedEx/USPS Shipping Delays
- A lost package
- If a customer cannot locate a package, they must notify the Promescent Customer Service Team within 24 hours of delivery.
- Dissatisfaction due to side effects or lack of efficacy.
Please keep us informed of any changes to your therapy or personal information, as it is your responsibility to ensure that we have accurate and up-to-date information on file.
The auto-ship program is designed to be flexible and allows you to make changes to your order before the scheduled shipping date. However, please be aware that frequent monthly adjustments do not automatically trigger a shipment and may cause shipping delays or errors.
To help you stay on top of your orders, we will send you an automatic email reminder about 7 days before your order or ship date. If you need to modify your order or shipping date, please get in touch with our Customer Experience Team at 855-426-9500.
We do not call you each month to verify the shipping address or medications or authorize orders.
We reserve the right to deny the refund if we suspect any abuse of our refund policy.
We reserve the right to deny a refund if the product is returned to the pharmacy unauthorized, and we have the authority to destroy the medication and not return it.
If you have any questions regarding a package you have received, call our Customer Service Team at 855-426-9500 to inquire about the contents prior to opening the package.
