Returns, Refunds and Withdrawal Policy

Last updated: 19 August 2026

1. Scope

This Policy explains statutory withdrawal rights, FeruToys’ voluntary 30-day return commitment, exclusions for health-protection and hygiene reasons, returns of defective products and refund processing.

Nothing in this Policy limits mandatory consumer rights.

2. Summary of Return Routes

There are three distinct return routes:

• statutory withdrawal rights, including the 14-day right generally available to Consumers in the European Union;
• our voluntary 30-day return commitment for eligible products; and
• remedies for defective, damaged, unsafe, incomplete or incorrectly supplied products.

Different eligibility and cost rules apply. Contact info@ferutoys.com before sending any product.

3. Statutory Right of Withdrawal

If you are a Consumer entitled to a statutory right of withdrawal, you may withdraw from the Contract without giving a reason within 14 days after the day on which you or a third party nominated by you, other than the carrier, receives the product.

For multiple products ordered together but delivered separately, the period generally runs from receipt of the last product. To meet the deadline, it is sufficient to send a clear withdrawal notice before the period expires.

You may use the model form at the end of this Policy, but it is not mandatory. Send the notice to info@ferutoys.com.

4. Voluntary 30-Day Return Commitment

In addition to statutory rights, we accept eligible returns notified within 30 days after receipt. This voluntary commitment is available to customers in every country to which we deliver.

For a voluntary return, the product must:

• be new and unused;
• be complete, including accessories, manuals, gifts and components;
• be in its original, undamaged packaging; and
• retain all Hygiene Seals, tags and tamper-evident protections intact.

This voluntary commitment does not reduce a statutory right that permits reasonable inspection or provides broader protection.

5. Free Return Shipping Within 30 Days

FeruToys covers reasonable standard return shipping for an eligible return initiated within 30 days. Contact us before shipment. We will provide a prepaid label where available or another approved return method. If advance reimbursement is required, the method and reasonable cost must be approved before you send the parcel.

Premium, express, uninsured or unauthorised return costs will not be reimbursed unless required by law. You remain responsible for packing the return securely and following the provided carrier instructions.

6. Products Excluded After Opening

The right of withdrawal does not apply, where permitted by law, to sealed products that are not suitable for return for health-protection or hygiene reasons once the Hygiene Seal has been broken after delivery.

Depending on their packaging and intended use, this may include:

• lubricants, licks, massage oils, creams, gels, intimate-care products, body paint and cleaning products;
• aphrodisiacs, ingestible products and other sealed consumables;
• condoms and other sealed safe-sex products;
• douches, enemas, catheters, sounds, dilators and similar intimate-use products;
• sex toys, vibrators, dildos, plugs, masturbators, pumps, rings and products intended to contact intimate areas;
• lingerie, hosiery, underwear, bodystockings and comparable garments supplied with a Hygiene Seal; and
• any other sealed product clearly identified before purchase as non-returnable after opening for health-protection or hygiene reasons.

Merely being sold by an adult store does not automatically make a product non-returnable. The exclusion is applied according to the product’s nature, packaging, Hygiene Seal and applicable law.

7. Other Exclusions From the Voluntary Return Commitment

Unless required by law, the voluntary 30-day commitment does not cover:

• a used, washed, worn, assembled, altered, damaged or contaminated product;
• a product missing parts, manuals, accessories, tags or supplied gifts;
• a product with damaged original packaging;
• a product damaged through improper storage, handling or return packaging;
• a personalised or made-to-order product, if offered; or
• a product returned after the 30-day period solely because the customer changed their mind.

These exclusions do not remove remedies for a defect, non-conformity, damage in transit or another mandatory legal right.

8. Inspection and Diminished Value

Under a statutory withdrawal right, you may handle a product only as necessary to establish its nature, characteristics and functioning, comparable to an examination reasonably permitted in a physical shop.

You may be responsible for diminished value caused by handling beyond that level. Opening ordinary transport packaging does not by itself remove the statutory right. Breaking an applicable Hygiene Seal may remove the right where the legal health-protection or hygiene exception applies.

9. How to Start a Return

Email info@ferutoys.com and provide:

• your name and order number;
• the product to be returned;
• whether you are exercising statutory withdrawal, using the voluntary return commitment or reporting a defect;
• the date the product was received; and
• photographs or other information reasonably required to confirm condition or damage.

We will provide a return authorisation and instructions. Do not send a product without instructions, especially a used, defective or potentially unsafe intimate product.

10. Return Address

Unless we provide a different authorised destination for a particular return, the return address is:

Contact us before shipment because carrier labels, customs documentation or product-safety procedures may require additional information.

11. Return Packaging and Transit

Place the product and all components in secure outer packaging. Do not attach shipping labels directly to retail packaging. Follow carrier rules for batteries, liquids, electrical products and other restricted contents.

Keep proof of shipment until the refund is completed. Where we provide the return method, risk during return remains allocated as required by applicable law.

12. Refunds Under Statutory Withdrawal

Where statutory withdrawal is valid, we will refund payments received for the returned products and the cost of the least expensive standard outbound delivery method offered for the order. Additional cost resulting from a premium delivery option is not refundable unless required by law.

The refund will be made without undue delay and no later than 14 days after we are informed of the withdrawal. We may withhold the refund until we receive the products or you provide evidence of return, whichever occurs first, where law permits.

13. Refunds Under the Voluntary 30-Day Commitment

For an eligible voluntary return made after the statutory withdrawal period but within 30 days, we refund the purchase price of the returned product. Original outbound delivery charges are not refunded unless required by law or the return concerns a defect, damage or incorrect supply.

We will process the refund after receiving and inspecting the return, normally within 14 days. Inspection is limited to verifying eligibility and does not delay mandatory refunds beyond the period allowed by law.

14. Refund Method and Currency

Refunds are made to the original payment method and in the original transaction currency where possible. Your bank or card issuer may apply a different exchange rate when crediting a refund. FeruToys is not responsible for an exchange difference imposed by the issuer.

If the original method is unavailable, we will agree a lawful alternative and may request information necessary to prevent fraud.

15. Defective, Damaged or Incorrect Products

The Hygiene Seal exclusion does not remove rights relating to a product that is defective, unsafe, damaged in transit, incomplete or incorrectly supplied.

Contact info@ferutoys.com promptly. Do not continue using a product that may be unsafe. We may request photographs, batch or serial information, a description of use and the issue, or return of the product where safe and proportionate.

FeruToys will cover necessary return costs for a valid non-conformity claim and provide the remedy required by applicable law. See the Warranty and Complaints Policy.

16. Bundles, Gifts and Promotions

A return must include all items supplied as part of a bundle where the promotional price depended on keeping the complete bundle. If you retain an item, the refund may be recalculated using the disclosed standalone or adjusted price, where lawful.

Free gifts must be returned if the qualifying purchase is returned, unless we confirm otherwise. This does not affect mandatory rights.

17. Exchanges

We generally process returns as refunds. If you want a different product, place a new order after the refund or contact us to ask whether a replacement can be arranged. A defective-product replacement is handled separately under the Warranty and Complaints Policy.

18. Late Returns

An ordinary change-of-mind return is not accepted after 30 days unless we expressly agree otherwise. Statutory remedies for defects, non-conformity, unsafe products and commercial warranties may continue after that date.

19. Abuse and Fraud Prevention

We may reject a return or take proportionate action where there is evidence of substitution, deliberate damage, false documentation, repeated abusive conduct or another fraud attempt. We will not use this provision to restrict a genuine statutory right.

20. Model Withdrawal Form

Complete and send this form only if you wish to withdraw from the Contract. You may instead send any other clear statement containing the same essential information.

To: FERUTAX OÜ, Tornimäe tn 7, Kesklinna linnaosa, Tallinn, Harju maakond, 10145, Estonia; info@ferutoys.com

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following products:

• Order number:
• Ordered on / received on:
• Name of Consumer(s):
• Address of Consumer(s):
• Signature of Consumer(s), only if this form is submitted on paper:
• Date:

Delete as appropriate.