Refund policy

At Toys "n" Us, customer satisfaction is a priority. That’s why we offer a transparent return and refund policy in accordance with applicable legislation. Please see below for details on how to proceed in case of returns or refund requests.

1. General Return Conditions

Customers may request a return within 14 calendar days of receiving their order, without needing to provide any justification, in accordance with the Right of Withdrawal.

To be eligible for a return, the product must be in perfect condition, unused, in its original packaging, and with all seals and tags intact and unbroken.

Note: For hygiene and safety reasons, we do not accept returns of products that have been opened or used.

2. Return Procedure

To initiate a return, please follow these steps:

  • Send an email to sexshop@toys-n-us.com with the following information:

    • Order number

    • Product(s) you wish to return

    • Reason for return (optional)

  • Wait for our team’s instructions, which will include the return address.

  • Carefully pack the product. If possible, use the original shipping box to prevent damage during transport.

Important: Return shipping costs are the customer’s responsibility, unless the return is due to an error or defect attributable to Toys "n" Us.

3. Damaged or Defective Products

If the received product is damaged or defective:

  • Contact us within 48 hours of receiving the order.

  • Send photos clearly showing the issue to sexshop@toys-n-us.com.

  • After reviewing the case, we will either replace the product or issue a full refund, including shipping costs if applicable.

4. Refunds

Refunds will be issued using the same payment method used for the original purchase, unless otherwise specified.

Refund processing time:

  • Up to 14 business days after we receive and verify the returned product.

5. Exceptions to the Return and Refund Policy

The following items are not eligible for return or refund:

  • Products that have been opened or used, due to hygiene and safety concerns

  • Items purchased during promotions or clearance sales, unless defective

  • Customized or made-to-order products

6. Questions or Support

If you have any questions about our Return and Refund Policy, feel free to contact us at:

📧 Email: sexshop@toys-n-us.com