Warranty and Returns

Are you unhappy with your purchase? Have you changed your mind? Don’t worry! At EroticFeel United Kingdom you have 30 calendar days from the receipt of your order to return exchange your product completely free of charge (only mainland UK and Northern Ireland). Should the product be found to have a defect that prevents it from functioning correctly, the return period is three years from the date of sale. Would you like more information? Below we detail the steps you need to follow in each case:

I don’t like the product I received or I don’t wish to keep it

If less than 30 calendar days have passed since you received your order, you can exercise your right of withdrawal and request a refund for the order with no explanations needed.

How does this process work?

Send an email to [email protected] indicating the item(s) you wish to return (you can attach the returns form that you can find at the end of this page, although this is not obligatory). If you prefer, you can also contact us via the order form in your Client Area. We will respond in the shortest possible time. However, there’s no need to worry; as long as you notify us within the deadline, our staff will be able to handle your request and the refund will be processed within the specified time frame.

Our staff will then verify that the product satisfies our conditions for return. This means that it must fulfil the following conditions: 

If you meet the conditions, our customer service team will inform you on how to return the goods. If your return address is in mainland UK or Northern Ireland, this will service be completely free of charge for you (our customer service team will advise you on how to proceed to arrange a collection or will provide you with a delivery point where you can drop off the parcel, such as a Post Office).

EroticFeel - ECX Logistics

Unit 13 Central Park Estate, Staines Road

TW4 5DJ Hounslow

Once we have confirmation of the return of the goods, we will proceed to issue your refund. The payment will be made within 30 calendar days and will be credited to the original payment method used for the purchase. Should it not be possible to refund your money using the original payment method, our customer service agent will request a bank account to deposit the refund into. This bank account must be in the SEPA.

The refund will cover the full price of the products as well as the original shipping costs. If you selected priority shipping, you will only be refunded the amount charged for standard shipping.The difference in cost of priority shipping and standard shipping will be deducted from the refund. In the event that the return of the order is partial, i.e. the refund is only applied to one of the products purchased, shipping costs will not be refunded.

If in your order you did not pay shipping costs because you exceeded the £50 and when you return the order partially you do not reach the minimum amount for free shipping (£50), that initial shipping that was not charged will be discounted from the total amount to be returned. In other words, the initial free shipping is maintained as long as the products you keep add up to at least £50.

Should the goods be returned from an address located outside mainland UK and Ireland and whenever we incur customs charges on receipt of the goods, these may be deducted from the amount to be refunded.

If, upon receipt of the product, we find that it does not meet our conditions for return (e.g. it is spent or used), we reserve the right to deduct a percentage of the total cost of the product or even the total cost of the product from the refund.

The order has arrived incomplete or with the wrong products

If when you receive your order you detect that it is missing products or you receive other products that are different to those you had purchased, you have 7 calendar days from the delivery date to inform us of the incident. To do so, you can send us an email to [email protected] or write to us from your customer area. Our team will send you the order with the correct references as soon as possible.

The product received is defective or does not work as it should

If more than 30 calendar days but less than 3 years have passed since you received the product, you may claim on the product warranty and request for the repair or replacement of the damaged item if repair is not possible.

Contact us by email at [email protected] or register a claim from your client area indicating the specific problem with the product. First of all, we will endeavour to solve whatever problem there may be with your purchase. If the product is defective, we will pick it up free of charge and return it to you repaired or provide you with a new product. Should it prove impossible to repair or replace, we will provide you with a comparable product or one with improved features. If there is no way to repair the product and no alternative is available, we will refund the full amount paid.

Please note that some manufacturers require the warranty to be processed with them directly. In such cases, we will direct you to where to call or write and provide you with all the support you need.

If the returned product is under guarantee, EroticFeel United Kingdom will assume the costs of its return and subsequent delivery of the replacement product.

Returns form

To the attention of:

Company name: eCommProjects UK Ltd.

Address: 17 Carlisle Street, W1D 3BU London, London (United Kingdom)

Contact: [email protected]

Telephone: +34 987 20 37 72

Tax ID Number: GB 362373694

I/we hereby declare that I/we withdraw from our contract of sale for the following goods purchased from your company.

Date of receipt:

In the name of: 

Received at (address):

Signature and date:


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