Exchanges & Returns Policy
Your satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help. This policy outlines the conditions and procedures for returns and exchanges, in accordance with European consumer protection legislation.
Right of Free Resolution (Withdrawal)
Under applicable European law, you have the right to withdraw from the purchase contract within 14 calendar days from the date you (or a third party indicated by you) receive your order, without needing to provide any reason.
Exceptions: Non-Returnable Items
For health and hygiene reasons, the right of return DOES NOT apply to the following products once their protective seal has been broken or if they show signs of use:
- Intimate lingerie (such as panties, thongs, bodysuits, and sets that include bottom parts).
- Sexual toys, lubricants, or erotic cosmetics that have been opened or handled.
- Any sealed item that is returned with the seal broken.
- Custom-made or personalized products.
How to Initiate a Return or Exchange
To exercise your right of withdrawal, please follow these steps within the initial 14-day period:
- Communicate your decision: Log in to your personal account on our website, navigate to the "Tickets" section, and open a new ticket clearly stating your intention to return or exchange an item, providing the order ID. Alternatively, you can contact us directly via email at office@euphorie.lu.
- Send the product back: After communicating your decision, you have an additional 14 days to ship the product back to us.
Conditions for Return
For a return or exchange to be accepted, the product must meet the following criteria:
- The product must be in its original, unopened packaging, with all labels and protective seals intact.
- The product must not show any signs of use, washing, damage, or alteration.
- You must include all original components, accessories, and documentation.
Return Shipping Costs
The shipping costs for returning an item due to withdrawal are the sole responsibility of the customer. We recommend using a trackable shipping service, as we cannot be held responsible for items lost in transit.
Refund and Exchange Process
Refunds
Once we receive and inspect the returned item, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 14 business days. The refunded amount will include the price paid for the product and the cost of the original standard shipping.
Exchanges
If you wish to exchange an item (e.g., for a different size), please follow the return process outlined above. After we receive and approve the returned item, we will ship the new requested item. Please note that while we process the exchange, the shipping costs for both the return and the new shipment are borne by the customer.
Defective or Incorrect Products
If you have received a product with a manufacturing defect, or if we have sent you the wrong item, please contact us immediately through our ticket system or email. In these cases, EUPHORIE will cover all costs associated with the return and the shipment of the correct/new product.