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INFORMATION ABOUT:

WARRANTY

 

 

The warranty on our products is standard 12 or 24 months from the date of purchase, depending on the manufacturer. This period is also stated in the warranty certificate, if the manufacturer has included it with the product.

In addition to the manufacturer's warranty, all our products have a legal warranty. Legal warranty means that a product must do what the consumer can expect in all reasonableness.

If your purchase becomes defective during the warranty period, please contact customer service.

We will then advise you on the replacement of your purchase.

WHEN IS THE FACTORY WARRANTY APPLICABLE?

You only have a warranty with a well-founded complaint. The complaint is well-founded if it was not caused by:

  • Damage by intent or negligence (eg water, fall and / or impact damage);
  • Improper use or negligent maintenance;
  • Normal wear and / or damage due to failure to observe or incorrect use of the instructions;

 

We follow the Dutch law and the general conditions of the European ValuedShops.com when handling article complaints

 

USER TIPS:

  • Sextoys: prevent your sextoy from falling out of the bed and ending up on the floor;
  • Use the right lubricant, we recommend for silicone sextoys to use a water-based lubricant;
  • By opening the sextoy yourself, you are entitled to a warranty due to dust and moisture;
  • Read the supplied manual for responsible maintenance of your purchases;

INFORMATION ABOUT:

RETURNS

 

 

Returning your product at The Sextoy Company is easy and is possible within 30 days after receiving your package. Below you can read how returning works and find the answers to frequently asked questions.

HOW TO RETURN A PRODUCT

For all products, a cooling off period of 30 days applies, which starts on the day you receive the last product of your order. Within this period, the process of return must be initiated.

Pay attention! The following items, if the packaging is no longer sealed, can not be returned in connection with hygiene (this is also legally determined)

  • Wigs
  • Strings
  • Catsuits
  • Tights and stockings
  • All sextoys including vibrators and dildos
  • Lubricants, creams and tablets
  • Condoms (can never be returned due to safety)

 

The above articles can only be returned when the item proves to be defective.

Do you have a new sextoy but are not you completely satisfied? Then it is only allowed to return if the product is in its original packaging and sealed.

Does your purchase comply with this? Then follow the following steps:

 

STEP 1:

PLEASE LET US KNOW

By informing us you will cancel the agreement. You can do this by sending the customer service an email with the following:

  • Your full name
  • Sextoy Company order number
  • Bank details for possible credit
  • Reason of return
  • If applicable photos of defects

 

You will receive a confirmation from us within 1 working day with an already completed return form with return address.

It is important that the return form has a unique RMA number (return merchandise authorization). This helps us to process your return shipment quickly.

Print the form, check the content and add it to the package you are returning.

 

STEP 2:

RETURN THE PACKAGE

As a customer you are responsible for properly packing your return shipment for a good protection during transport. Pack the article, include the return form and ensure that the items can not move freely in the package, in order to prevent damage during transport. Then send the package back to the return address stated on the return form. When you return your package, the risk lies with the customer when the package is damaged or does not arrive at The Sextoy Company. We can not be held responsible for this. If you want to insure your package so that you are not at risk of loss, then choose to send your package by registered post. The cost of returning is for your own account.

When you return your return at a post office, you will receive a proof of delivery. Keep this shipping certificate.

AFTER WE RECEIVE YOUR RETURN PACKAGE

Within five working days after we receive your return, you will receive a confirmation of the receipt of the return package by e-mail. If this is delivered to us on the weekend, then you will receive confirmation from us on the next working day.

 

After receiving the product, we will assess whether the item is still in good condition and complete and can be sold as 'new' again. If the article is worn (Lingerie) and because of this, or for other reasons, damaged, or incomplete, we will charge you for this. These costs are equal to the selling price of the item you have paid or, in the case of an incomplete article, to the amount of the costs we have to incur in order to complete the article again. In the case of a return concerning a defective product, our RMA department will inspect whether there is a warranty. Defective return items are removed immediately after inspection due to hygiene requirements and never returned.

 

HANDLING

From the moment you have indicated that you wish to revoke the purchase, we will refund the purchase price as soon as possible and always within a maximum period of 14 days.

The refund will be made through the same payment method you paid. When you return an order that has been paid with a Paysafecard, this credit will be converted into a shop credit for The Sextoy Company.

If the products are not in 'new' condition, with the result that we can not immediately offer them for sale again in our webshop, we will contact you about the handling. In that case it is possible that costs are charged, as already mentioned above. Take note that sextoys cannot be returned if openend.

When returning defective products, we will replace your defective product after confirmation from the RMA department and send it free of charge. If a product is no longer in stock, this credit will be converted into a shop credit for The Sextoy Company.

THIS WILL ACCELERATE THE RETURN PROCESS

In order to allow a smooth and fast processing of your return shipment, we ask you to take into account the following aspects, as far as reasonably possible:

  • Always state your order number
  • Article (s) is / are unworn (fitting of lingerie is of course possible)
  • Item (s) is / are undamaged Item (s) is / are provided with attached labels and / or stickers
  • Item (s) is / are packed in original packaging with supplied warranty certificates and instructions for use
  • Item (s) is / are provided with any promotional items that you have received with the orde
  • When you return an order that has been paid in full with a Paysafecard, this credit will be converted into a shop credit for The Sextoy Company. For this you may create a Sextoy Company account, so that we can put the shop credit right here for you.

FREQUENTLY ASKED QUESTIONS ABOUT RETURNS

 

 

Pay attention! The following items, if the packaging is no longer sealed, can not be returned in connection with hygiene (this is also legally determined)

  • Wigs
  • Strings
  • Catsuits
  • Tights and stockings
  • All sextoys including vibrators and dildos
  • Lubricants, creams and tablets
  • Condoms (can never be returned due to safety)

 

Products can not be exchanged. If you want a different size or color of the purchased product, you can return the item and place a new order in our online shop. You can immediately order the new product; you do not have to return the received item first.

Also products from the sale can also be returned

You receive a shop credit for the amount of your Paysafecard that you can redeem at The Sextoy Company. For this you may create a Sextoy Company account, so that we can put the shop credit right here for you.

DO YOU HAVE ANY QUESTIONS?

Contact our customer service desk.

Working days open until 22:00 (UTC+01:00)

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order before 4pm, we send out today

standard 1 year warranty

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