Here at Tender Boutique, we offer you high-quality, certified products from leading sex product brands. However we understand that thing go wrong every now and then. Maybe you mistakenly ordered the wrong product, it isn’t what you expected, it arrives damaged or, in rare cases, doesn’t work as it should. Our Returns & Refunds policy tells you all you need to know if you wish to send your product back.
Please read it carefully before contacting us!
What are the reasons for a return?
- The product does not meet your expectations and you wish to return it and be refunded.
In this case, you have 14 working days from the date of delivery to notify us and return the product. Please make sure your product is unopened, unused and intact, in its original packaging including any instructions or cards.
- The product is defective, in which case it is covered by the warranty.
The legal warranty for our products is 2 years. The warranty is valid from the date indicated on your order invoice.The warranty does not cover any damage resulting from the incorrect use of the product and/or handling of the product other than what is necessary to establish its nature, characteristics or operation. Defects and deterioration caused by external events, accidents (in particular electrical accidents) and general wear and tear, are not covered by the warranty. Please do not attempt to modify or repair the product yourself, as this will also void the warranty.Before writing to us, make sure you have read the instruction of use correctly. Sometimes it is a simple question of not turning the device on properly!
- The product is damaged during transport.
On some occasions, very much to our regret, a package suffers damage during transport which affects the items inside. If you receive a damaged package or that bears signs of handling, please notify the transporter if possible before checking the contents of your package. It is also your legal right to refuse a delivery if you deem it unreceivable.
Bear in mind that a cardboard box may be bashed, but the products inside it are in perfect condition. The reason for packaging is to protect the products, so please open the box carefully and check if the contents are in perfect condition.
If there is no physical damage, there is no reason to declare a transport incident.If the contents are damaged, please keep all items including the packaging (this is necessary to process any claim) and contact us within 24h at taylor@tender-boutique.com.
What are the deadlines to notify us of a return?
As indicated in each section above, you have
- 14 working days if you wish to return an unopened, unused product
- 2 years if your product is defective and still under warranty
- 24 hours for transport damage
Can I swop a product?
No. We handle all sent-back products as final returns and if the claim is receivable, we will reimburse the amount of your purchase within 30 working days. You may process another order at any time.
Are there items that cannot be returned?
Yes. Because of the nature of our products, some of them unfortunately cannot be returned :
- Products without their original packaging, which have been opened or that do not have their original seal.
- Lingerie products, as we strictly follow health and safety regulations.
- Damaged or incomplete products, unless the damage was caused during delivery or it is a warranty case.
- Products not acquired through Tender Boutique. The original order invoice will be requested for any returns. Our products each have an individual, assigned date of shipment, which must coincide with the information provided by you.
Please also note : Our products often include complimentary batteries. If the batteries do not work it does not mean the product is defective. In occasional cases the batteries arrive discharged and the toy requires new batteries. In this case the product is not eligible for return and we cannot provide you with replacement batteries.
How long does it take?
You will hear back from us within a maximum of 2 working days. The entire returns and refund process may take up to 30 days, but we try to make it as quick as possible and it is very often shorter. In any case our team is on hand to assist and will keep you updated on the status of your returns claim.
Who pays for the return postage?
We unfortunately cannot cover the costs of your return package, which are at your charge and non-refundable.
If you wish to return a product, please contact us directly at taylor@tender-boutique.com. We’re here to help!