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 some cases, you can return the products. 

-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, 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 hygiene reasons the following items cannot be returned:

  • Pleasures - Sex Toys.
  • Candles.
  • Bondage: Gags, collars/chokers, wrist cuffs, ankle cuffs, ropes, whips (incl. paddles, floggers, canes, spankers, slappers), blindfolds, masks, pinwheels, clamps, boudoir pillows and feather ticklers.
  • Jewelry: intimate jewelry and jewelry that can be used for play.
  • Hosery.
  • 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 order / measure products cannot be returned. 


    -Refund is paid on our side within 14 days after receiving the return, through the same payment method that was used with your purchase. 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, 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 or courier only, as we cannot accept responsibility for any items lost or damaged during transport to us. 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.