Warranty and Returns

You don’t like what you have purchased? Have you changed your mind? Don’t worry! At EroticFeel you have 30 calendar days, from the receipt of the order, to decide if you want to keep your product or change it. All conditions are listed below. If the problem is that the product is defective and it doesn’t work properly, the return period is of 2 years from the date of purchase. Here you have how to proceed in each case:

Return

Within 30 calendar days of receipt of delivery, you can change it or return it because you don’t like it or you have changed your mind.

How does it work?

The first thing you need to do is contact us by sending an e-mail to [email protected] explaining what you want to return. You can also do it on the product card of your client area. We will answer you as soon as possible. But don’t worry: the return period begins when we receive your e-mail. Our staff will take some time managing the return, but that won’t be taken into account.

Our staff will check with you if the product has the appropriate conditions to be returned. That means it will have to fulfil three conditions. The first one: the return must be within the return period. The second one: the product can be returned. Please note that some products, like lingerie, cannot be returned for reasons of hygiene, it does not matter the state of the product. The third one: the product fulfils the conditions to be returned.

The Spanish Royal Legislative Decree 1/2007 on November 16th, in which the restated text of the General Law for the Protection of Consumers and Users and other complementary laws are approved, determines several exceptions to the return policy. It is the case of the sealed products that cannot be returned for health and hygiene reasons or products that have been unsealed after the delivery. At this respect, we can encompass, including but not limited to, all sex toys, lubes or cosmetic products. There’s no right to return, according to current regulations, sealed audio or video recordings that have been unsealed by the consumer after the deliver. That would be the case of DVDs, for example. Therefore, we cannot accept the return of any of these products.

Lastly, if our staff decides it is possible to make the refund, you can send us the product to our warehouses in Spain, Europe. We also offer you the possibility of collecting the product at your address, with a carrier of our choice. On this case, the return shipment will have a cost of £8.95, that will be deducted from the total amount. We can only offer this option for England, Scotland, Wales and Northern Ireland. Returns on the British Overseas Territories, Channel Islands, Isle of Man and Gibraltar will be at your cost.

Please note that we will refund you the price paid for the product, as well as the delivery charges (except for the additional costs originated by the selection of another delivery option more expensive than the one we offer). However, we cannot be responsible for the return shipping costs that, unfortunately, will have to be covered by you.

Obviously, if the return is caused by our mistake (e.g. we didn’t send you the product you ask for, for example), the return process will be entirely free. EroticFeel will collect the product and will cover the shipping costs.

Once we have received the product and verified everything is in perfect conditions, we will proceed to refund the amount you paid (including delivery costs) within 15 calendar days. The refund will be made with the same payment method you used. If we cannot use that method, a bank transfer will be sent. If you prefer, there’s another option: a gift card you can use at EroticFeel without expiration date.

In those cases where the product does not fulfil the conditions to be returned, our staff can proceed to the refund but under certain conditions, such as: return with gift card, covering or reducing the return shipment costs. The solution will depend on every case.

Product warranty

In the unlikely but not impossible event that the product stops working even though there’s been a proper use of such product within the 2 years from the date of purchase, you don’t need to worry because at EroticFeel we’ll take care of it. You can write an e-mail to [email protected] or submit a complaint from your client area, indicating the exact problem of the product. We’ll try to solve the problem. If indeed it is a defect of the product, we’ll collect it without any cost. We will return it once repaired or we will proceed to deliver a new one. It we cannot repair it or send you a new one, we will deliver a product with the same characteristics as the one you purchased. If the product is defective, it does not matter if the product is opened or unsealed.

We inform you that some manufacturers require to process the warranty directly with them. In such cases, we’ll let you know who to call or write, and we will provide any required support.

You can return all products within the first 30 calendar days from the receipt of the product.

In the cases of product warranty, EroticFeel will bear the return shipping costs and the delivery of the product.

Right to Cancel

You have the right to cancel this contract within 14 days without giving any reason (EroticFeel gives you another 16 days extra for courtesy). The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. To exercise the right to cancel, you must inform us in the following data: 

eCommProjects UK Ltd.

10 Philpot Lane

EC3M 8AA London

United Kingdom

+44 (0) 203 769 1388

 of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or email). You may use the attached model cancellation form, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than:
(a) 14 days after the day we receive back from you any goods supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

The right to cancel does not exist:

Contacts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

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