Warranty & Returns

Not Satisfied? – NovusEros Warranty and Returns

If you're not satisfied with your purchase, you can request a return within 30 days of receiving your order. After your return request is approved, you have an additional 14 days to send the product back. Please make sure the product is returned in its original condition and packaging.

Specific Policy for Certain Products:

• Intimate Products such as lingerie, sex toys, and lubricants can only be returned if the packaging is unopened and the seal is intact. Products without seals or with broken seals cannot be returned due to hygiene reasons.

• Consumable Products like erotic oils and edible items must not be opened for return eligibility.

Issues After Opening: If a product such as a sex toy does not function as expected after opening, please contact us to discuss a replacement or solution.

Return Procedure:

1. Request your return via our customer service.
2. Send the product back to:
   • Address:
     NOVUSEROS WAREHOUSE 
     Mariastraat 22
     5953NL Reuver
     The Netherlands
3. Include the European withdrawal form, downloadable from our website.
4. Photo Proof for Damage: If your product arrives damaged, send photos of the damage to speed up the return process.

Contact Options for Returns:

• WhatsApp: +31 6 12345678
• Email:[email protected]
• Phone:+31 777998612 (available during office hours)

Packaging Instructions: Make sure to return the product in its original packaging. If possible, use the same shipping box in which you received the product to ensure it arrives safely.

Return Costs and Refund:

• Return shipping costs are at your own expense unless otherwise stated. If you use our return tool, these costs will be deducted from the refund amount.
• After inspecting the returned product, we will refund the purchase amount (including initial shipping costs if the entire order is returned) to your account within 14 days.

Warranty:

All items purchased from us come with a statutory warranty. This means that a product must meet the expectations a consumer may reasonably have. For certain products, we also offer a manufacturer's warranty, which is in addition to the statutory warranty.

Questions? Feel free to contact us via any of the channels above for more information or help with your return.