Incidents and Returns

If you have an issue with any of the products you have purchased or have simply changed your mind and wish to return a product, here we explain how to proceed.

Remember that all Oninder brand products enjoy a 3-year warranty from the date of delivery*. Other brands may have different warranty periods.

*Products purchased before January 1, 2022 have a 2-year warranty from their delivery date.

Incidents or warranty

If you have a problem with a product and it is still under warranty, you can request an exchange for another identical product or a gift card . The most common cases for toys are, for example:

• It doesn't turn on or it doesn't vibrate
• Does not charge when connected to power
• It doesn't have the vibration modes it should have.

You can also request the guarantee and replacement if the product has arrived in poor condition directly (obvious damage to the toy, not cosmetic damage or usual mini-defects of the silicone and ABS manufacturing process) or spilled (in case of liquids.)

All products must be returned with their accessories if they have them (charger, cable, mouthpieces, remote...) in order to apply the warranty.

Non-reusable products, such as some types of penis masturbators, condoms, latex barriers, and the like, may only apply warranty if the product is in poor condition or deteriorated before its sole use.

In the case of receiving an incomplete order due to the lack of a product or component (e.g. cables), you must contact customer service within the first 14 calendar days after receiving the package. Once these 14 calendar days have passed, the customer service team reserves the right to deny said management.

To do this, you just have to write us an e-mail indicating your order number (usually starting with #2...) and the incident in question to the email info@brumasens.es. It is necessary that you attach photographs or a video of the product so that we can verify the incident and expedite the procedures.

Once we have received your request, we will proceed to evaluate it and contact you as soon as possible to carry out the appropriate verifications, and if necessary we will generate an RMA to be able to track the incident and the replacement process. This process can take up to 30 days.

Returns or withdrawals

You have the right to withdraw from the purchase and return the product or products purchased within the first 365 calendar days from when you received them .

The right of withdrawal and return will not apply to products that, due to their nature, and in compliance with current regulations, cannot be returned or may deteriorate, except for a technical failure detected before use. Nor will it be applicable to any product that has been unsealed or opened after delivery , such as intimate hygiene products, erotic toys, vibrators, menstrual cups, lingerie, underwear or any other similar product that for hygiene reasons cannot be returned. ; except for a technical failure detected during use.

The withdrawal will not be applicable to products coming from guarantees nor to individual products coming from a kit or a pack. Color or size changes are not accepted upon withdrawal.

In addition, content products in both physical and digital formats, such as guides, movies, CDs/DVDs or books, cannot be returned either.

How to contact us

Before making any return you must contact us by email at info@brumasens.es , indicating your order number. You can also use the contact form .

Once we receive your return request, we will provide you with the available options depending on your case . Although not all of them are always available, the options are:

- Return the corresponding amount in the same means in which the payment was made in the case of withdrawal.*
- Replace with the same item in case of requesting the guarantee.*
- Generate a gift card for future purchases.
- Generate a discount code for future purchases.

*Options not available in all cases. Subject to the type of product purchased, the shipping destination and the purchasing channel used. Ultimately, Brumasens reserves the right to choose the replacement option.

The options for returning it back to our warehouse are:

- Deliver the package to a Nacex Office * (applicable costs depending on the case)
- Send by your own means to our warehouse (*Any cost derived from import, such as customs charges or tariffs, will be deducted from the return)

Any refund to the customer, as a result of a return, will be made within a maximum period of 14 working days once we receive the product in our warehouse .

Costs derived from the return

The withdrawal or cancellation of an order that has already left our warehouse has a return cost of €4.99 derived from transportation , which will be deducted from the associated refund once we receive the product.

These return costs (€4.99) cover the return of the product to our logistics center.

The following cases will not generate return costs :

• The order has not left our warehouse , that is, you have not received the tracking number as your order is already prepared.
• The withdrawal is due to a technical failure or damage to the product received ( Guarantee ).
• Due to supply problems or logistical delays, the delivery of your order is 20 calendar days from the date of purchase .
• Send the return to our warehouse by your own means , communicating the tracking number to info@brumasens.es. Below we explain how 😉

* If you have received the order in multiple packages, a return will have to be made for each of them, with the relevant shipping costs in each case.

Whenever a product is returned, the customer will receive an email confirming the return and the amount.

If the reason for returning or replacing the product is an apparent technical failure that later turns out not to exist, and we verify that the product works correctly, the costs generated by the return will be charged using the payment method used by the customer ( €4.99) and the cost of the replaced product.

Return by own means

Another option to proceed with the withdrawal or return, always contacting our customer service in advance , is to proceed with sending the product/s to be returned directly to our warehouse, subsequently informing of the tracking number generated.

During the return process, our customer service will inform you how to proceed, but here we indicate the steps to follow:

1. Package the product or products to be returned , preferably in its original packaging, but if this is not possible, any box will do as long as it is well closed. Once the box is closed, write the RMA# number that we provided you by email on the outside of the box, near where you put the label. If you wish, you can also print the RMA email and put it inside the box. It is important that the RMA# number is clearly visible so that we can identify it later.

2. Once the package is prepared, go to the office of the transport agency of your choice and deposit the box there, providing this shipping address :

PC LOGISTICS CENTRAL
Carmona Logistics Park
Abastos Street 13
CP 41410 Carmona (Seville)

* Brumasens will not assume any total or partial cost derived from imports or customs procedures. Consult with the transport agency before proceeding with the shipment.

It is very important to provide our customer service with the tracking number generated with the return.

3. You will receive an email when we have received your package and have verified the products for the corresponding refund.

*It is the customer's responsibility to ensure that the product to be returned to our warehouse arrives in correct condition in order to proceed with the refund or exchange for another product.

If you have any questions or concerns, contact us .

Last update: June 8, 2024