Refund policy
Last updated: May 26, 2026
1. Overview
This Returns and Refunds Policy explains how withdrawal rights, returns, refunds, damaged items, defective products, incomplete orders, and products that do not conform to the contract are handled by Sex Shop EU.
Sex Shop EU is operated by Víctor Casas Morales. “SS EU” is a discreet abbreviated name used in transactional emails and other order-related communications.
Because we sell adult, intimate, and hygiene-sensitive products, special return restrictions may apply for health and hygiene reasons.
Nothing in this policy limits your statutory consumer rights, including your rights where a product is defective, damaged, incomplete, or does not conform to the contract.
2. Right of Withdrawal
If you are a consumer, you generally have the legal right to withdraw from an online purchase within 14 calendar days without giving any reason, subject to the exceptions described in this policy and under applicable law.
The withdrawal period expires 14 calendar days after the day on which you, or a person designated by you other than the carrier, receive the order.
If your order is delivered in several separate shipments, the withdrawal period expires 14 calendar days after the day on which you, or a person designated by you other than the carrier, receive the last item.
To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires by contacting:
Email: contact@sexshopeu.com
You may use the model withdrawal form included at the end of this policy, but it is not mandatory. Any clear statement informing us of your decision to withdraw is sufficient.
3. Hygiene and Sealed Products
For health and hygiene protection reasons, certain sealed products are not eligible for return under the right of withdrawal if they have been unsealed after delivery.
This may apply to sealed intimate-use and hygiene-sensitive products, including adult toys, intimate accessories, lubricants, cosmetics, underwear, and similar products, where the product seal, hygiene seal, protective wrapping, or other packaging necessary to preserve hygiene has been opened, removed, damaged, or tampered with after delivery.
Opening the outer shipping parcel does not automatically remove your right of withdrawal. However, any hygiene seal or product seal must remain intact.
If a hygiene-sensitive product has been unsealed after delivery, we may refuse a withdrawal return. This restriction does not apply where the product is defective, damaged, incomplete, or does not conform to the contract.
4. Products Eligible for Return Under the Right of Withdrawal
A product may be eligible for return under the right of withdrawal where:
- You inform us of your decision within the applicable 14-calendar-day period.
- The product has not been used.
- Any hygiene seal, product seal, or protective wrapping necessary for health or hygiene protection remains intact.
- The product is complete and includes its supplied parts, accessories, and manuals.
- The product has not been damaged, altered, improperly cleaned, or handled beyond what is reasonably necessary to inspect its nature, characteristics, and functioning.
For products that are not excluded for hygiene reasons, damage to ordinary retail packaging does not automatically remove the right of withdrawal. However, you may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the product.
5. How to Return an Eligible Product
Before sending a product back, please contact us at:
Email: contact@sexshopeu.com
Please include:
- Your order number.
- The product you want to return.
- Whether the request concerns withdrawal, damage, a defect, a missing item, or another issue.
- Photos or videos where they are reasonably relevant to assessing the issue.
We will send you return instructions, including the return address where applicable.
Please do not send products back without sufficient identifying information, as this may delay processing. Contacting us first helps us identify the order and provide the correct instructions, but it does not remove any statutory right that has otherwise been validly exercised.
After informing us that you are withdrawing from the contract, you must send the eligible product back without undue delay and no later than 14 calendar days from the day on which you communicated your withdrawal decision.
Returned products must be securely packaged to prevent damage during transport.
6. Return Shipping Costs
If you exercise the right of withdrawal for an eligible product because you changed your mind, you are responsible for the direct cost of returning the product.
If the product is defective, damaged, incomplete, incorrect, or does not conform to the contract, and a return is necessary to assess or resolve the issue, you will not be required to pay the reasonable return shipping costs.
We recommend using a tracked return service. Until the returned product reaches the return address, you are responsible for packaging and protecting it appropriately, except where applicable law provides otherwise.
7. Refunds Following Withdrawal
If you correctly exercise your right of withdrawal and the returned product is eligible, we will refund the amount paid for the returned product.
If you withdraw from the entire order, we will also refund the original standard delivery cost where required by law. If you selected a delivery method that was more expensive than the least expensive standard delivery option offered, we are not required to refund the additional cost.
For a partial return, the original delivery cost will not normally be refunded unless required by applicable law or unless the delivery cost would have been lower without the returned product.
Refunds will be made using the same payment method used for the original purchase, unless another method is expressly agreed and does not result in additional costs to you.
We will issue the refund without undue delay and, in any event, no later than 14 calendar days after the day on which we are informed of your decision to withdraw.
Where permitted by law, we may withhold the refund until we have received the returned product or until you provide evidence that you have sent it back, whichever occurs first.
Your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functioning, and this causes a reduction in value, we may deduct that reduction from the refund where permitted by law.
8. Damaged, Defective, Incomplete, or Non-Conforming Products
If your order arrives damaged, defective, incomplete, incorrect, or does not match the product description, please contact us as soon as reasonably possible at:
Email: contact@sexshopeu.com
Please include:
- Your order number.
- A clear description of the issue.
- Photos or videos showing the product, packaging, shipping label, damage, defect, missing item, or discrepancy where reasonably relevant.
If the parcel appears visibly damaged at delivery, we recommend taking photographs before opening it and keeping the packaging until the issue has been reviewed.
Requests concerning defective or non-conforming products are separate from the right of withdrawal. Hygiene-related withdrawal restrictions do not limit your statutory rights where a product is defective or does not conform to the contract.
9. Legal Guarantee of Conformity
Products sold to consumers are covered by the legal guarantee of conformity provided by applicable consumer protection law.
For new products sold in Spain, the legal guarantee period is generally 3 years from delivery.
Depending on the circumstances and applicable law, available remedies may include repair, replacement, a price reduction, or termination of the contract and a refund.
The legal guarantee does not cover damage caused by misuse, negligence, failure to follow instructions, improper cleaning, improper storage, normal wear and tear, accidental damage, unauthorised modification, or use of incompatible products or accessories.
10. Returns That May Be Refused or Reduced
Subject to applicable law, we may refuse a withdrawal return or reduce the refund where:
- The withdrawal request was made outside the applicable legal period.
- A sealed intimate-use or hygiene-sensitive product was unsealed after delivery.
- The product was used, altered, improperly cleaned, or damaged by the customer.
- The product was handled beyond what was reasonably necessary to inspect it, causing a reduction in value.
- Essential parts or accessories supplied with the product are missing.
- The product cannot be identified or linked to an order because insufficient information was provided.
A missing ordinary outer box or minor damage to non-hygiene retail packaging will not automatically result in refusal, although any proven reduction in value may be taken into account where permitted by law.
Nothing in this section affects your statutory rights where a product is defective, damaged, incomplete, incorrect, or does not conform to the contract.
11. Exchanges
We do not guarantee direct exchanges.
If you need a different product, size, model, or variant, you may need to return the eligible product in accordance with this policy and place a new order.
If the product is defective or non-conforming, we will handle the matter in accordance with your legal guarantee rights.
12. Order Cancellations Before Shipping
If you want to cancel an order before it has been shipped, please contact us as soon as possible at:
Email: contact@sexshopeu.com
If the order has not yet entered processing or been shipped, we will try to cancel it and issue a refund. We cannot guarantee cancellation once preparation or shipping has begun.
If the order has already been shipped, you may need to exercise your right of withdrawal and follow the return procedure described in this policy, subject to the hygiene exceptions.
13. Model Withdrawal Form
You may use the following form to exercise your right of withdrawal, but its use is not mandatory:
To: Sex Shop EU
C Laurea Miro , 260 - ESC A 3 1, 08950 Esplugues de Llobregat, Barcelona, Spain
08950 Esplugues de Llobregat, Barcelona, Spain
Email: contact@sexshopeu.com
I hereby give notice that I withdraw from the contract of sale relating to the following goods:
Order number:
Product(s):
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Signature (only if submitted on paper):
14. Contact
If you have questions about a return, refund, withdrawal, damaged product, defect, missing item, or legal guarantee claim, contact us at:
Email: contact@sexshopeu.com