Returns

At Xenses we work hard to satisfy your every need. Our curated assortment consists of exclusive and high quality products and we offer as much information as possible to help you make your choice. However, we do understand that sometimes you might not be completely satisfied with your purchase.

Therefore, in many cases, you can return the product(s). However there are terms and conditions that apply, please read the following:

TERMS AND CONDITIONS ON RETURNS:

-Please inform us prior to return via a message at the contact page online. This is not mandatory, but highly appreciated.
-Add a note with the return stating all your details. Or use this standard form for withdrawal.
-If goods are returned from outside the E.U. clearly state and mark the box: 'returned goods' on the customs declaration to help prevent any customs charges and mention RETURNS in the return address. If any costs to send back goods including any re- import taxes/duties/fees for international returns are charged to Xenses, these costs will be charged back to you!
- We advise to send back returns with a trustworthy shipping company of your choice with tracking and possibly insurance, as missing or damaged shipments are at your risk.
-All returns must be received at Xenses within 30 days of your receipt, at 30 days all sales are final. We advise using a courier and not a regular postal service as the latter may take longer than 30 days.

-Returns must be send to Xenses in their original (new) state, including all accessories and all labels in place.
-For hygienic reasons you cannot return the following items:

  • Pleasures - Sex Toys.
  • Candles.
  • Gags, collars, chokers, wrist cuffs, ankle cuffs, cuffs, rope, whips (incl. paddles, floggers, canes, spankers, slappers), blindfolds, eye masks, masks, pinwheels, jewelry, nipple pasties, clamps, boudoir pillows and feather ticklers.
  • Hosery.
  • Face masks.
  • Lingerie: Briefs, thongs, playsuits, bodysuits, when tried on without wearing underwear underneath.
  • Incomplete, damaged, worn, soiled, altered and washed items.

And the following as they are specially made for you:

  • Bespoke, custom and (hand)made to measure products cannot be returned. 


-Xenses reserves the right to refuse any returns if one or more of these terms and conditions are not met.

-Refund is paid on our side within 14 days after receiving the return, through the same payment method that was used with your purchase, but only if all terms and conditions are met. Note, some refunds may take longer, for example some credit card issuing companies need 4-6 weeks to process refunds, we have no control over that. As mentioned above: when any return costs for customs fees/duties and/or re import taxes are charged to Xenses, these costs will be deducted from your refund / or charged back if the refund amount is not sufficient to cover these costs. No refunds are given on paid duties/taxes/fees charged by your local customs (via the courier) on delivery to you. 


If you have any questions about these terms or on how to return your order, please contact us with a message via the contact page online.

Our return address:

Exorior Added Value BV*
Returns
De Dieze 15
5052 TM Goirle
The Netherlands

* For your privacy we ship and receive all orders through Exorior Added Value BV, not Xenses.

 

DEFECT


If you have a defect product on arrival please let us know directly. Defects must be reported within the first two days of delivery at the delivery address. If you have warranty, the defect product has to be send back right away and we will first try to resolve the defect, or send a new product in exchange if the defect cannot be fixed. When both options are not possible, a refund will be given. Note: if there is no warranty, for example by using the product in a way it was not intended, no returns or refunds are possible.

If the defect occurs at a later time, the same applies as the above, however, we will not refund your shipping fee for returning the item to us.

Please ensure that any returns are sent via recorded or registered postal service only, as we cannot accept responsibility for any items lost in the post. Any goods returned must be clearly marked on customs declaration as “RETURNS” when from outside the European Union to help prevent customs charges being incurred to Xenses. All costs of the return shipment including customs duties, fees and re-import tax are for you, unless the product is proven faulty upon arrival – in which case we will readily refund the associated costs of postage. This can only apply if we are aware of the associated costs, so please inform us first.

If you have any questions on this matter, please let us know by sending a message via the contact page online.

Our return address:

Exorior Added Value BV*
Returns
De Dieze 15
5052 TM Goirle
The Netherlands

* For your privacy we ship and receive all orders through Exorior Added Value BV, not Xenses.