Shipping and Returns Policy
At our wholesale, we want you to be satisfied with every order. If something is not to your liking, you can easily return or exchange products with us. On this page you can read how to register a return and which steps you need to follow. Don’t forget to read our return conditions carefully before submitting your return request.
Important! Make sure you are aware of our return conditions before returning items. For more information, click here.
Article 1: Shipping Options
1.1 Shipping Partner
Sextoyswholesale ships all orders via DHL Business, under the name MR Tradingservice B.V. to ensure the privacy of our customers. Products are shipped in a discreet box without any recognizable references to the nature of the contents, ensuring your order is handled with complete discretion.
1.2 Standard Delivery
Orders that are in stock are shipped within one business day, provided the order is placed before 4:00 PM. The estimated delivery time for standard deliveries with DHL Business is 2-4 business days, depending on the recipient’s location.
1.3 Shipping Costs
Shipping costs are clearly stated during the ordering process and depend on the chosen shipping option. For orders above a certain amount, shipping costs may be waived, depending on ongoing promotions or offers.
1.4 Delivery and Risk
Once the order has been handed over to DHL Business, Sextoyswholesale transfers the risk of delivery to the customer. Any damage or loss during transport must be reported directly to DHL.
Article 2: Returns Policy
2.1 General Conditions for Returns
Returns are only accepted under strict conditions. Since we sell products of an erotic nature, where hygiene is of great importance, we can only accept unopened, unused and undamaged products. This means that:
- The original seal or packaging must not be opened.
- The product must be in its original condition and must not have been used.
2.2 Product Categories That Cannot Be Returned
Some products cannot be returned for hygienic or safety reasons. This includes products where it is impossible for us to verify whether they have been used. The following categories are therefore not accepted for return:
Lingerie: Lingerie and clothing items packaged in grip bags or reusable packaging such as zippered bags cannot be returned. We cannot verify whether these items have been worn or used.
Sex toys: Toys whose packaging or seal has been broken will not be accepted for return for hygienic reasons. This applies to all types of vibrators, dildos, masturbators, anal products and other intimate products.
Hygiene products: Products such as lubricants, massage oils, creams and other liquids cannot be returned for health and safety reasons if the packaging has been opened.
2.3 Return Procedure
If you wish to return a product, please follow these steps:
- Contact our customer service within 5 business days after receiving the product via contact@sextoyswholesale.eu and state your order number, the products you wish to return and the reason for return.
- Our customer service will assess your return request and let you know if the product is eligible for return.
- If approved, you will receive instructions for returning the product. The shipping costs for the return are at the customer’s expense, unless the product is defective upon receipt or has been delivered incorrectly.
2.4 Conditions for Approval of Returns
- Only products that have not been opened or used, and whose original packaging is undamaged, will be accepted for return.
- The product must be returned in its original condition and packaging, including all associated accessories and documentation.
- Returns that do not meet our return conditions will not be accepted.
2.5 Processing of Returns and Refunds
After receipt and inspection of the returned product, you will receive confirmation of approval or rejection of your return. If the product meets the return conditions, we will refund the purchase amount within 14 days after receipt of the return to the payment method you used.
2.6 Exceptions and Specific Return Situations
If the returned product appears to be damaged or used, or if the packaging has been opened, we reserve the right to refuse the return. In that case, you will receive the returned product back, without a refund.
Article 3: Damaged or Incorrectly Delivered Products
3.1 Damaged Products
If you notice upon receipt of the product that the packaging or the product itself is damaged, we request that you report this immediately to DHL and to us via contact@sextoyswholesale.eu. Send us a photo of the damage within 48 hours after receipt. We will then assess whether the product can be replaced or whether other steps need to be taken.
3.2 Incorrect Delivery
If you have received a different product than ordered, we request that you report this within 48 hours after receipt via contact@sextoyswholesale.eu. We will exchange the incorrect product for the correct product free of charge, provided the incorrect product is unopened and unused.
Article 4: Liability
4.1 Loss During Transport
Sextoyswholesale is not liable for loss or damage to products during transport. In case of loss or damage to the shipment by DHL Business, you must contact DHL customer service directly.
4.2 Shipping Errors
If an error has been made in shipping an order by Sextoyswholesale, for example in the case of an incorrect product or missing items, we will provide the correct delivery free of charge.
Register your return
Complete the returns form below with your details and the reason for your return. Make sure all fields are complete.
Receive instructions
After submitting the form, you will receive an email from us with the return instructions and the return address.
Packing and shipping products
Pack the products in their original packaging and send the package to us according to the instructions.
Processing and refund
Once we have received and inspected the return, we will process the refund.