Effective Date: January 1, 2025
Overview
We want you to be satisfied with your purchase. However, due to the intimate nature of our products, we have strict hygiene and safety policies in place.
This policy complies with EU consumer protection laws while maintaining necessary hygiene standards.
Return Policy
Unopened Products
✅ 14-Day Return Right (EU Consumer Protection Law)
You may return unopened products within 14 days of delivery for a full refund.
Conditions:
- Product must be in original, sealed packaging
- All accessories and documentation included
- Product must be unused and in resalable condition
- You must contact us before returning
How to return:
- Email support@sexdm.eu within 14 days of delivery
- Include your order number and reason for return
- We’ll provide return instructions and address
- Ship the product back in original packaging
- Refund processed within 5-10 business days after we receive the return
Return shipping cost: Customer pays return shipping unless the product is defective or we made an error.
Opened Products
❌ Cannot be returned
For hygiene and health reasons, we cannot accept returns of opened products.
Once the packaging seal is broken, the product cannot be resold and therefore cannot be returned or refunded.
Exception: Defective or damaged products (see below).
Damaged or Defective Products
If your product arrives damaged or has a manufacturing defect:
✅ Free replacement or full refund
What to do:
- Contact us within 48 hours of delivery – Email support@sexdm.eu
- Provide photos – Clear photos of the damage/defect and packaging
- Include order number – So we can locate your order quickly
We will:
- Review your claim within 24 hours
- Arrange free replacement shipment, OR
- Issue full refund (including original shipping cost)
No return shipping required – You don’t need to ship the damaged product back unless we specifically request it.
Refund Process
Refund Timeline
After approval:
- Refund processed within 5-10 business days
- Refund issued to original payment method
Refund methods by payment type:
- Banklink/Card/PayPal: Automatic refund to original account
- Bank transfer: Provide your IBAN for refund transfer
Refund Amount
Unopened returns: Full product price refunded. Original shipping cost is not refunded (unless product is defective).
Damaged/defective products: Full refund including original shipping cost.
Return shipping cost: Not refunded (unless product is defective or our error).
Warranty Coverage
All products include a 24-month manufacturer warranty against:
✅ Manufacturing defects
✅ Material faults (TPE/silicone deterioration)
✅ Structural issues (skeleton, joints)
✅ Premium feature defects (jelly breasts, EVO skeleton, implanted hair, etc.)
Not covered:
❌ Normal wear and tear
❌ Improper care or cleaning
❌ Accidental damage
❌ Modifications or alterations
❌ Damage from improper storage
To claim warranty:
- Email support@sexdm.eu with photos and order number
- Describe the issue in detail
- We’ll assess and provide solution (repair, replacement, or refund)
Non-Returnable Items
The following cannot be returned once opened:
❌ Sex dolls (opened packaging)
❌ Intimate products (hygiene reasons)
❌ Custom or personalized orders
❌ Clearance or final sale items (if marked as such)
Unopened items from these categories can still be returned within 14 days.
Order Cancellation
Before Shipment
✅ Full refund available
If you want to cancel your order before it ships:
- Email support@sexdm.eu immediately
- Include your order number
- If payment hasn’t been processed yet, we’ll cancel the order
- If payment was processed, we’ll issue a full refund
Response time: We process cancellations within 24 hours (business days).
After Shipment
❌ Cannot cancel
Once your order has shipped, it cannot be cancelled. You must wait to receive it and follow the standard return process (unopened products only).
Track your order: Use the tracking number provided to monitor delivery status.
Wrong Item Received
If we shipped the wrong product:
✅ Free replacement + full refund of shipping costs
What to do:
- Email support@sexdm.eu within 48 hours
- Provide photos of the product received
- Include order number
We will:
- Arrange free pickup or provide return label
- Ship correct product at no charge
- Refund any shipping costs
Our error = our responsibility. You won’t pay anything.
Lost or Stolen Packages
Package Not Received
If tracking shows “delivered” but you didn’t receive the package:
- Check with neighbors or building reception
- Verify delivery address in your order confirmation
- Contact the carrier using your tracking number
- Email us at support@sexdm.eu if unresolved
Our policy:
- If carrier confirms delivery to correct address, we cannot issue refund
- If carrier confirms delivery error, we’ll file claim and arrange replacement
- We recommend insuring high-value shipments
Discreet packaging: All packages use neutral sender names and generic descriptions to protect your privacy during delivery.
How to Contact Us
For all return, refund, or warranty inquiries:
Email: support@sexdm.eu
Response Time: Within 24 hours (Monday-Friday, 9:00-18:00 CET)
Please include:
- Order number
- Reason for return/refund
- Photos (if damaged or defective)
- Preferred resolution
Important Notes
EU Consumer Rights: This policy complies with EU Directive 2011/83/EU on consumer rights, including the 14-day withdrawal period for distance sales.
Hygiene Exception: EU law allows sellers to exclude returns of sealed goods that were unsealed after delivery and cannot be returned for hygiene reasons (Directive 2011/83/EU, Article 16(e)).
Proof of Purchase: Keep your order confirmation email as proof of purchase for returns and warranty claims.
Condition Requirements: Returned products must be in original condition. We reserve the right to refuse returns or reduce refunds if products show signs of use or damage.
Summary
Simple return rules:
✅ Unopened products – 14-day return, full refund
❌ Opened products – No returns (hygiene reasons)
✅ Damaged/defective – Free replacement or full refund
✅ Wrong item – Free replacement + refund
✅ Before shipment – Full cancellation available
Contact us first: Always email support@sexdm.eu before returning anything.
We’re committed to fair treatment and customer satisfaction while maintaining necessary hygiene and safety standards.