Help/Return items


Returns, refunds and exchanges policy


The customer will not be able to cancel his order once the legitimacy of his purchase has been validated (the order has been confirmed and paid correctly).

This fact is established in article 103 of Law 3/2014, of March 27, reforming Law 7/1996 on the Regulation of Retail trade for Spain.

Eroticanum reserves the right to cancel the order in the event that there is a problem beyond our control such as lack of availability (insufficient stock), fraudulent payment, or others problems related to the products requested by the customer.

Warranty and invoice

A detailed invoice will be provided to the customer once your order has been shipped.

The products have a 3-year warranty, although its processing will depend on the policy of each manufacturer.

In the event that the customer detects an anomaly or malfunction of the product , as long as there is no manipulation by the customer, the customer may choose to have it replaced or returned of your money , unless one of these options is impossible or disproportionate for Eroticanum.

The warranty period will not apply in the case of faults or defects caused by accident, negligence or misuse of the product by the customer . In the same way, the manipulation or variation of any product (welding, wiring, adding components, etc.) will automatically void the warranty.

If you have any problems, please contact our customer service.

Defective products

If you have received a defective product at origin (we have already sent it to you defective) then you will be entitled to a replacement or a refund of your money. This applies to products that are under warranty: 3 years after you have delivered your initial order.

It will be necessary for you to attach photographs or videos of the product so that we can verify the problem and expedite the procedures for its exchange or return.

If this happens ...

  • During the first 14 days from the delivery date. Eroticanum will bear the cost of return and the new shipment (if you request a replacement).
  • Once 14 days have elapsed from the delivery date, Eroticanum will assume the return costs but the costs of the new shipment must be borne by the customer (if requesting a replacement) .

All returns will be made with the transport and logistics agencies with which Eroticanum works, under no circumstances may the client demand to work with a different carrier or a different shipping service than the one established by us to perform the process.

Exchanges and returns

Due to the nature of our products (for sexual and intimate use) for hygiene reasons, changes or returns will not be accepted once the product has been opened or unsealed.

This condition will also apply to clothing items such as lingerie.

Eroticanum has made a great effort to clearly and accurately show all the measurements of the garments that are sold, so it is very important that you verify before buying that these measurements will adapt to your body.

The only reasons for returns will be the following :

  • The product has received damage caused by transport (24 hours after delivery)
  • Right of withdrawal (14 days from delivery)
  • The product is defective and is under warranty (3 years from delivery)

The products must be returned in a secure package with their original packaging and all their original parts. If an item is returned without its original packaging, it may suffer a breakage of the content in breach of our return rules. The product must not show obvious signs of use or manipulation.

Once verified that all the content of the package is correct, the problem is exactly what the customer has described and we can reproduce the same problem then we will proceed to make the replacement or refund of the money

The refund will be made in the same means of payment used that you have chosen in the initial transaction of your order, unless you express otherwise.

Damage caused by transport

If you notice damage to the package before receiving it.

If when you go to receive your package from the carrier, you notice that it has obvious damage that could affect the content of the products it houses ... You have the right to reject the package BEFORE OPENING IT and You have to make a claim to the carrier.

If you see that it has been damaged before opening it.

If for any reason you have not received the package (it is received by a neighbor or a nearby store) but you notice that it has damage BEFORE OPENING IT you can return it if this occurs within 24 hours of delivery of the package.

Right of withdrawal

You have the right to withdraw from your purchase and to return the products purchased within the first 14 calendar days since they were delivered to you without having to justify your decision.

You will have to bear the shipping costs back to our warehouse.

The products must be sent unopened or unsealed, with their correct packaging . If an item is returned without its original or unsealed packaging, you would be in breach of the right of withdrawal and the return would not be made.

Once verified that all the content of the package is correct, the refund will be made using the same means of payment used in the initial transaction, unless you express otherwise.

Electronic Products

Some products include gift batteries, if the batteries do not work it does not mean that the product does not work, sometimes the gift batteries are discharged and the toy needs new batteries , in this In case the product has no return.

Make sure the batteries are correct for each toy.

If it does not turn on, it does not vibrate, make sure the battery is 100% charged .

If it does not charge when connected to the power. Make sure that the current plug receives current and its voltage is adequate to charge it.

Contact us

If you have read and agree with all the previous terms and meet any of the conditions for an exchange or return, please contact us.