Refund policy
Returns and refunds policy
1. Right of withdrawal
You have 14 calendar days from receiving your order to withdraw from the purchase without giving any reason, in accordance with EU consumer protection law.
2. Hygiene exception
The right of withdrawal does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery (intimate toys, lingerie, cosmetics, lubricants, condoms and similar).
3. How to request a return
- Email sexshop@toys-n-us.com with your order number and the product you want to return.
- We'll send you the instructions and the return address.
- The product must be returned unused, in its original packaging and with seals intact.
4. Return costs
Return shipping costs are paid by the customer, unless the product is faulty, damaged or not what you ordered.
5. Faulty or incorrect products
If you receive a faulty, damaged or incorrect product, contact us within 48 hours of delivery. We'll replace it or refund you in full at no cost to you. Products carry the legal guarantee of conformity applicable in the EU.
6. Refunds
Once we receive and check the product, we'll refund you within 14 days at the latest, using the payment method used for the purchase.