The same product rules apply no matter which option you use:

• Intimate products, including sex toys, underwear, lotions, and feminine wash. To protect the health and safety of our employees, these must be returned unopened and unused. Any opened intimate items will not be applicable for refund.
• All other products may be returned even if they have been opened. Products returned in their original packaging, in an unused, undamaged state will be refunded fully. Otherwise, please note that the amount refunded will depend on the condition of the returned items. This includes many items in our merchandise collection, as well as charging accessories.

You'll also need to request your return within the applicable time limit (30 days or 14 days - see above) and provide your receipt or proof of purchase.

Contact our Customer Support team; damaged or defective items are handled separately from standard returns.

No. You do not need to explain why you're returning your order, no matter which method you use.

You are responsible for the cost of returning your order under both circumstances. Please note we can only accept return parcels sent that have had both delivery and custom duties paid (if applicable). Any packages that are sent cash on delivery, or with outstanding customs charges will be refused.

30 days from the date you placed your order.

Contact our Customer Support team to request a return. Once approved, they'll send you instructions, including where to send your parcel. Please don't send a return before receiving these instructions - we cannot accept unauthorised returns.

If approved, refunds typically appear within 30 days of approval, and often much sooner (at least 5 business days).

First:

• Check your bank or card statement carefully.
• Contact your card issuer; refunds can take a little time to post even after we've issued them.
• Check with your bank, which may have its own processing window.

If you've done all of this and it's been more than 30 days, contact our Customer Support team and we'll look into it.

Yes, for eligible items, we can provide a replacement of the originally purchased product. Contact Customer Support to arrange this.

14 days, starting the day you receive your order.

The easiest way is to use our online Withdrawal Form below. If you do, we'll send you confirmation of receipt by email straight away.

You can also notify us using any other clear, unambiguous statement of your decision to withdraw: for example by email, through our contact form, or by letter sent to:

TENGA Europe GmbH
Immermannstr. 15
40210 Düsseldorf
GERMANY

You don't need to use particular wording - you just need to clearly tell us you're withdrawing from the contract. You're also welcome to use the Model Withdrawal Form below, though it isn't mandatory.

Sending your notice before the 14-day deadline is enough to meet it.

We'll confirm receipt of your withdrawal notice, along with instructions for next steps. You'll need to send the goods back to us within 14 days of telling us you're withdrawing.

Once we have been able to confirm that all applicable items are unopened and unused, we will process your refund within 14 days of your original notice (provided that your items arrived during this period). If your items take longer than 14 days to arrive, your refund will be processed as soon as we are able to confirm the condition of the returned items.

Please note, the following are not refunded:

• the direct cost of returning the goods;
• customs duties, taxes, or other charges arising from the return shipment;
• any extra cost from choosing a delivery method other than our cheapest cheapest standard option.

We'll refund you using your original payment method, and you'll never be charged a fee for the refund itself.

You may be liable for any loss in value caused by handling the goods beyond what's needed to check their nature, characteristics, and how they work.

To:
TENGA Europe GmbH
Immermannstr. 15
40210 Düsseldorf
GERMANY

I/We (*) hereby give notice that I/We (*) withdraw from my/our contract of sale of the following goods:

Ordered on (*) / received on (*):

Order Number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if submitted on paper):

Date:

(*) Delete as applicable.