Returns & Exchanges

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 and/or exchange the product(s). The product has to be returned and received back at Xenses within 30 days of your receipt, for a refund or exchange. At 30 days all sales are final.

Please do inform us first by contacting us via a message at the contact page online. This is not mandatory, only a kind request.
And do read the terms and conditions on returns below prior to purchase and return to avoid any misunderstandings.

TERMS AND CONDITIONS ON RETURNS / EXCHANGES:


-Please inform us prior to return via a message at the contact page online. This is not mandatory, but highly appreciated.
-Please be sure to add a note with the return stating the details such as your name, address, order- and/or invoice number. Or use this standard form for withdrawal.
-Any goods returned from outside of The Netherlands must be clearly marked on customs declaration as “RETURNS” to prevent customs charges being incurred. If goods are returned from outside EU please mark the box 'returned goods' and ship with the option DDP (delivered duty paid). Return fees and all customs fees are for you.
-Returns/exchanges have to be send back with a trustworthy shipping company of your choice. Tip, compare a few couriers if possible, it may save you money. All returns/exchanges must be received at Xenses within 30 days of your receipt, at 30 days all sales are final. Note, we advise using a trustworthy courier and not a postal service as the latter may take longer than 30 days.
-Returns/exchanges must be send to Xenses in their original (new) state, including accessories and all labels in place.
-For hygienic reasons you cannot return/exchange intimate products or products which can be used intimately. These items are sealed by either Xenses or the manufacturer, if the seal is damaged, broken, opened or missing it means that those products cannot be returned/exchanged. Even if they do not fit. For example jewelry, pleasures (sex toys), whips, gags, massage tools. Please contact Xenses if you are not sure if an item can be returned/exchanged.
-Bespoke, custom, or made to order products cannot be returned/exchanged. Even if they do not fit.
-We must insist on fitting lingerie or clothing over your own lingerie. Xenses does not accept returns/exchanges if the products are worn, washed, damaged, stained or tried on without lingerie underneath. Neither does Xenses accept the return/exchange of damaged accessories that come with the product. Please carefully place lingerie back in the original packaging with all labels prior to shipment.
-When the return/exchange package is damaged during shipment, Xenses cannot be hold responsible for this and will refuse the return/exchange.
-Xenses cannot be hold responsible if your return/exchange has gone missing with the postal company or courier of your choice on its return to Xenses. Please use a trustworthy service, if possible with a track and trace system and insurance for your own protection.
-Xenses does not pay for, nor does accept returns/exchanges with added customs fees and/or other fees for returning the product to Xenses. When outside the E.U., ship your parcel back marked DDP ( Delivery Duty Paid) and mark the box as 'returned goods'.
-In case of paid shipping fees for delivery, as stated on your invoice with the purchase of Xenses items, these costs will be refunded when the return is accepted and only when the complete order is returned.
-Xenses reserves the right to refuse any returns/exchanges 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.
-Only the amount for the returned item is being refunded, any shipping fees paid for delivery to you, as stated on your Xenses invoice, are refunded only when the complete order is returned. Any paid custom or import fees are non- refundable.
-Exchanges are made as soon as possible, within 8 days of receiving the accepted return at the latest. Note, when it will take longer than 8 days, for example because an item is especially ordered or made for you, you will be contacted upfront.

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.

 

Note: Xenses reserves the right to terminate the agreement between consumer and the entrepreneur ( Xenses) when the consumer is disrespectful in their communication with Xenses. When the order is already placed, the order will be cancelled and refunded right away. 

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 courier services only, as we cannot accept responsibility for any items lost. Any goods returned from outside of The Netherlands must be clearly marked on customs declaration as “RETURNS” to prevent customs charges being incurred. Failure to do this will result in Xenses reserving the right to refuse the product, or re-charge all associated costs back to you. All costs of return are the responsibility of the sender, 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.