Clear & Fair Returns, Shop with Confidence
We’re here for you beyond the purchase. Our return policy is part of our commitment to care, clarity, and support.
Dec 11, 2025
Very quick and helpful response from...
Very quick and helpful response from the company when my device malfunctioned and they immediately replaced it for me! Appreciate it!
I got the Iker Neo and the product itself is surprisingly premium but the vibration feels a little too strong for me. The nub for the prostate hit the spot quite well and overall a premium quality for a very surprisingly good price!
Dec 11, 2025
Great customer service, high quality product
Product is high quality, however I did end up needing a replacement as it was partly defective. I didn’t even buy it directly from svakom so I was assuming they wouldn’t do anything. Their customer service responded quickly and to my surprise, they are sending me a brand new one without even going through the hassle of having to return my first one. Like I said, even being partly defective (vibration feature didn’t work for whatever reason) the product is very high quality. Still usable but after spending as much as I did it didn’t feel right not to contact them. Overall thanks to Svakom for being awesome and I will be buying from them again.
Oct 17, 2025
Amazing customer service
Amazing customer service. I had an issue with my device that I bought through a retailer. After asking some questions they determined it was a batch defect and shipped me a new one. They didn’t even ask for a proof of purchase or give me any trouble even though I didn’t buy directly from their website. Made the process so easy and simple!
We want every purchase to feel safe and reassuring.
Below is a simple overview of how our return,warranty, and refund process works.
1. Online Purchases
We entertain returns within 60 days from the date of purchase. Terms and Conditions Apply.
Return Policy Details:
- Condition: Returns that are opened, used, damaged, worn, or without the original packaging and hangtags will not be accepted. Unsuitable returns may be refused.
- No Exchanges: We cannot process exchanges due to strict hygiene policies. This ensures all customers enjoy uncompromised quality and safety.
- Warranty: All purchases are covered under a 2-year warranty against manufacturing defects. In rare cases of faults, we offer replacements within 1 year of purchase.
Refunds will be processed within approximately 7 to 10 business days after we receive your returned items.
2. Non-Refundable / Final Sale
Items marked as ‘Final Sale’ on product pages are non-refundable.
Excluded items include:
- Accessories
- Drawing Orders
- All sale products
3. International Returns
Ensuring the accuracy of your shipping address is essential, as we cannot alter addresses post-shipment for security reasons.
Lost or Damaged Packages:
- Please notify us within 24 hours of delivery at support@svakom.com for lost, stolen, or damaged items so we can claim with the carrier.
- If a package is stuck in transit at the same location for over 3 days, please contact us immediately.
- Note: Filing a claim does not guarantee reimbursement if the carrier confirms proper delivery to the correct address.
To initiate return,
you can write to
These contents should be included in your email:
1. Full Name
Your name used for the order.
2. Order Number
Website orders: 5-digit order number (e.g., #12345).
Other stores: screenshot, order number, or receipt.
Other stores: screenshot, order number, or receipt.
3. Where You Bought It
Store name + city, or link to the product page.
4. Purchase Date
Date you placed the order.
5. Product Name
Exact name from the packaging (e.g., Alex Neo2, Cici, Erica).
6. Quantity
Number of items with the issue.
7. Color
Specify product color to check batch details.
8. Issue Description
Briefly describe the problem.
9. Photo / Video
Upload at least one image/video showing the product is unopened, unused, or unworn.
10. Serial Number(s)
Provide the serial number(s) from the packaging or product.
Need help with your purchase?
Start your return or warranty request on our Warranty & After-Sales page