Oninder Guarantees and Returns

Did you have a problem with your order? Or did you simply change your mind? Here's how to manage it all with ease.

All Oninder products come with a three-year warranty from the date of delivery. Products from other brands may have different terms.

*Orders placed before January 1, 2022, are covered by a two-year warranty from delivery.

Incidents or warranty

If your product is within the warranty period, you can request an exchange or a gift card. This applies, for example, when:

• It doesn't turn on or it doesn't vibrate.
• It doesn't load properly.
• Some function or vibration mode is missing.

We also manage warranties for products that are in poor condition upon receipt, with obvious damage or spilled liquids.

It is essential to return the products with all their accessories (cables, controls, nozzles, etc.).

Non-reusable items (such as condoms, latex barriers, or disposable masturbators) can only be replaced if they are damaged before first use.

If you receive an incomplete order, please notify us within 14 calendar days of receipt. After this time, we cannot guarantee processing.

Contact our team at info@brumasens.es , including your order number and the issue. Attach photos or a video to expedite the process.

After evaluating your request, we'll let you know and, if appropriate, issue an RMA. This process can take up to 30 days.

Returns or withdrawals

You can return your order within the first 365 calendar days of receiving it.

Returns do not apply to products that:

• Whether they have been opened or unsealed.
• Whether they are for intimate hygiene (such as menstrual cups, underwear, vibrators, etc.).
• Whether digital or physical content such as CDs, movies or books.

Partial returns of kits and changes in color or size are not accepted.

How to contact us

Before returning an item, please email us at info@brumasens.es with your order number. You can also use the contact form .

Once you contact us, we'll let you know what options are available, which may include:

• Refund to the same payment method (in case of withdrawal).
• Replacement with the same item (in case of warranty).
• Gift card for future purchases.
• Discount code.

Return options

• Delivery to Nacex office (possible cost).
• Shipping by your own means (possible duties deducted from the refund).

Refunds will be issued within a maximum of 14 business days after receiving the product at our warehouse.

Incurred costs

Returns cost €4.99 if the order has already been shipped. This amount covers return shipping.

No costs apply in the following cases:

• The order has not yet left the warehouse.
• The return is due to factory defect (warranty).
• The order was delayed for more than 20 calendar days.
• You send by your own means and provide the tracking number.

In the event of a return due to a defect that is not confirmed, the cost of the return and the replacement product will be charged.

Do you want to return on your own?

Package the product and write the RMA# clearly on the box. Send it to:

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

We are not responsible for import or customs costs.

It is important to send the tracking number to info@brumasens.es

When we receive your package, we will notify you by email.

*It is the customer's responsibility to ensure the product arrives correctly so the return can be processed.

Last updated: June 8, 2024