Returns and Refunds

Due to the intimate nature of our products, TENGA STORE EUROPE cannot offer refunds or exchanges on items that have been opened.

To be eligible for a return, items must be unused, in the same condition as received, unopened, and in their original packaging. Returns must be requested within 30 days from the date of purchase and accompanied by a receipt or proof of purchase.

Please note, TENGA Store Europe can only accept return parcels that are "DDP / Delivery Duty Paid". We will not accept return parcels returned with Delivery Duty Unpaid.

To receive a refund you must exercise your Right of Revocation.

You have the right to revoke this contract within 30 days without giving reasons.

The time limit for revocation is 14 days from the day on which you or a third party appointed by you who is not the carrier took or has taken possession of the goods.

To exercise your right of withdrawal, you must send us (TENGA Europe GmbH Immermannstraße 15, 40210 Düsseldorf, Tel.: +49 211 17954300, Fax: +49 211 17954302, E-Mail: europe@tenga.co.jp) by means of a clear declaration (e.g. a letter, fax or e-mail sent by post) of your decision to withdraw from this contract. You can use the attached model withdrawal form, but this is not mandatory.

In order to comply with the revocation period, it is sufficient that you send the notice of the exercise of the revocation right before the expiry of the revocation period.

Unless expressly agreed otherwise between the customer and us, there is no right of revocation for contracts for the delivery of sealed goods which are not suitable for return for reasons of health protection or hygiene if their sealing has been removed after delivery.

Template withdrawal form

(If you want to withdraw from the contract, please fill out this form and send it back.)

- To

TENGA Europe GmbH

Immermannstraße 15

40210 Düsseldorf

Fax: +49 211 17954302

E-Mail: europe@tenga.co.jp

- I/we (*) hereby cancel the contract concluded by me/us (*) for the purchase of the following goods (*)

- Ordered on (*)/received on (*)

- Name of the consumer(s)

- Address of the consumer(s)

- Signature of the consumer(s) (only if communicated on paper)

- Date

__________

(*) Delete as applicable.

If you withdraw from the purchase, we will refund all payments we have received from you, including delivery costs (except for the additional costs resulting from your choosing a delivery method other than the cheapest standard delivery offered by us), immediately and at the latest within 30 days from the day we receive notice of your cancellation of this Agreement. We will use the same means of payment for this refund as you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged any fees for this refund. We may refuse to refund until we have received the goods back or until you can prove that you have returned the goods, whichever is earlier.

You must return or hand over the goods to us immediately and in any case at the latest within fourteen days from the day on which you inform us of the revocation of this contract. The deadline is met if you dispatch the goods before the expiry of the fourteen-day deadline. You bear the direct costs of returning the goods. They shall only be liable for any loss in value of the goods if such loss in value is due to handling of the goods which is not necessary for checking the nature, properties and functioning of the goods.

Please note, TENGA Store Europe can only accept return parcels that are "DDP / Delivery Duty Paid". We will not accept return parcels returned with Delivery Duty Unpaid.

If your product is defective or was damaged in transit please contact our support team.

If you want to apply for a return please contact our support team.

To be eligible for a return, items must be unused, in the same condition as received, unopened, and in their original packaging. Returns must be requested within 30 days from the date of purchase and accompanied by a receipt or proof of purchase.

Please note that we can only provide replacements of the items that were originally purchased.

You can apply for a return within 30 days from the date of purchase and within 14 days of receiving the product.

Customers are responsible for all shipping costs associated with their order. We do not refund shipping costs or additional fees for any reason.

Please note, TENGA Store Europe can only accept return parcels that are "DDP / Delivery Duty Paid". We will not accept return parcels returned with Delivery Duty Unpaid.

If approved, refunds will typically appear in your account within 30 days from the day of notice (or at least 5 business days). If you have not received the refund after 30 days please contact our support team.

If your refund hasn’t appeared in your account yet, here are the steps you should take:

1. Check Your Bank Account: Ensure you’ve thoroughly checked your bank account.
2. Contact Your Credit Card Company: Sometimes, it takes a bit of time for refunds to be officially posted by your credit card company.
3. Reach Out to Your Bank: Banks often have a processing period before a refund is posted to your accounts.

If you’ve completed all these steps and still haven’t received your refund, please contact our support team.