1. EU Consumer Right of Withdrawal
Under EU consumer protection law, consumers generally have the right to withdraw from online purchases within 14 days of receiving their order without giving any reason.
However, certain products are exempt from this right for health protection and hygiene reasons.
2. Hygiene Exemption for Adult Products
For health protection and hygiene reasons, the right of withdrawal does not apply to sealed goods that are not suitable for return once unsealed after delivery.
Accordingly, we cannot accept returns of the following products if their protective seal or packaging has been opened:
- Vibrators and sex toys
- Dildos and insertable products
- Masturbation devices
- Intimate wellness products
- Lingerie, underwear, and intimate apparel
- Condoms
- Lubricants, creams, oils, and similar personal-care products
- Any other hygiene-sensitive products
This policy is based on Article 16(e) of the EU Consumer Rights Directive.
3. Eligible Returns
You may return eligible products within 14 days of receipt if:
- The product is unused.
- The product remains unopened and sealed.
- The item is in its original condition and packaging.
- You provide proof of purchase.
Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
4. Defective, Faulty, or Incorrect Products
If you receive a defective, damaged, or incorrect product, please contact us within 14 days of delivery.
Please provide:
- Your order number
- A description of the issue
- Photographs or videos showing the defect (where applicable)
If the claim is approved, we will offer one of the following remedies:
- Repair
- Replacement
- Refund
- Store credit (where agreed by the customer)
Any remedy will be provided in accordance with applicable EU consumer protection laws.
5. Refunds
Once an approved return is received and inspected, refunds will be processed to the original payment method.
Refunds are typically issued within 14 days of receiving the returned goods or proof of return shipment.
Where required by law, original standard delivery charges will also be refunded.
6. How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must notify us within 14 days of receiving the goods by contacting:
[Store Name]
Email: [Email Address]
Address: [Business Address]
You may use a clear statement by email indicating your decision to withdraw from the purchase.
7. Return Address
Returns should only be sent after receiving return instructions from our customer support team.
Return Address:
[Insert Return Address]
8. Consumer Rights
Nothing in this policy limits or excludes any mandatory rights granted to consumers under applicable EU consumer protection legislation.
