It's like shops not letting you return underwear, and I believe as it's classed as a personal item and may have been used legally they're allowed to do that but you would need to check
I ordered a v*brator that doesn't work and amazon won't let me request a refund, which they do on purpose bc they think you'll be too embarrassed to call and they can keep your money. so now I'm on the phone with Tyler and only one of us is uncomfortable