Refund & Returns Policy – ​​Sensual Prestige

Last updated: 17/01/2026

The purpose of this refund & returns policy is to explain clearly and transparently under what conditions you can return a product purchased on the Prestige Sensuel website and obtain, where applicable, an exchange or a refund.

Given the sensitive nature of the products we sell, certain specific hygiene and safety rules apply. We encourage you to read this page carefully before placing an order or requesting a return.

1. Scope

This policy applies to all purchases made on our Prestige Sensuel online store by end consumers.

It does not apply to purchases made via third-party platforms or from independent resellers.

2. Right of withdrawal

In accordance with the regulations applicable to distance selling, you have a period of 14 days from the receipt of your order to exercise your right of withdrawal, subject to the exceptions provided for certain hygiene and health products (see section 3).

To exercise your right of withdrawal, you must notify us of your decision clearly before the expiry of the deadline:

  • via email: [email protected] , or
  • via our contact form by indicating your name, surname, order number and the products concerned.

You then have an additional period of [ex: 14 days] after communicating your decision to return the products concerned.

3. Products excluded from the right of withdrawal

For hygiene and health protection reasons, some products cannot be returned or refunded once their original packaging has been opened or unsealed, if they were delivered sealed.

For example, this includes (but is not limited to):

  • Products that come into direct contact with intimate areas once they have been opened/used;
  • Intimate accessories delivered sealed, from which the protective film or seal has been removed;
  • Personal care, lubricant or cosmetic products whose cap or seal has been opened.

These products can only be returned if they have a proven defect or non-conformity noted upon receipt (see section 6).

4. General return conditions

Except in the case of a defective product or an error on our part:

  • The products must be unused .
  • in their original condition and in their original, undamaged packaging ,
  • accompanied by all accessories and instructions, if applicable,
  • accompanied by proof of purchase (order number, invoice).

Any returned product that is incomplete, damaged, visibly used or unsuitable for resale may be refused or subject to a partial refund only.

5. Return Procedure

Before returning any product, please follow these steps:

  1. Contact us by email at [email protected] or via the contact form, specifying:
    • your first and last name;
    • your order number;
    • the reference or description of the product concerned;
    • the reason for your request (withdrawal, defective product, error, etc.).
  2. Wait for our confirmation and return instructions (address, possible return number, etc.).
  3. Prepare the package carefully :
    • reuse the original shipping box if possible;
    • Pack the product(s) properly to avoid any damage during transport;
    • Please include a note with your contact details and order number.
  4. Send the package to the address that will have been provided to you:
    [Return Address – Sensual Prestige]

We strongly recommend that you return any items using a shipping method that includes a tracking number. Without tracking or proof of postage, we cannot be held responsible for a lost package.

6. Defective products or preparation errors

If you receive a damaged, defective, or incorrect product (wrong item number, incorrect quantity, etc.), please contact us within 48 to 72 hours of receiving the package, attaching the following information if possible:

  • photos of the product and packaging;
  • your order number;
  • a clear description of the problem encountered.

After analysis, we will propose the following, depending on the case:

  • the return of an identical product;
  • an exchange for another product of equivalent value (with your agreement);
  • or a refund for the product in question.

In the event of an error on our part or a confirmed defective product, return costs will be covered according to the terms we will indicate to you (prepaid label, reimbursement of costs incurred, etc.).

7. Return costs

Unless otherwise stated or in the event of an error on our part:

  • In the event of cancellation or return for personal reasons (change of mind, order error), the return costs remain the responsibility of the customer .
  • In the event of a defective product, damage upon delivery or a preparation error, return costs may be covered by Prestige Sensuel , in accordance with our instructions.

8. Reimbursement

After receiving and verifying the returned product(s), we will process the refund within an indicative period of 14 days.

The refund will be issued via the same payment method used for the initial order, unless you explicitly agree otherwise.

The amount refunded may be adjusted in the following cases:

  • product returned incomplete or damaged;
  • obvious signs of use rendering the product unsuitable for resale;
  • Original packaging heavily damaged (excluding transport-related damage).

9. Exchanges

Depending on the nature and condition of the product, we may offer an exchange (size, color, other reference of equivalent value), subject to availability.

The exchange is made in agreement with customer service, and may result in an additional payment or a partial refund if the price of the new item differs.

10. Package refused, unclaimed, or incorrect address

In the following cases:

  • package refused upon delivery;
  • unclaimed package within the time limit set by the carrier;
  • Package returned due to incomplete or incorrect address.

The package may be returned to us by the carrier. Depending on the circumstances, we may be able to offer you:

  • reshipment of the package (additional delivery charges may apply);
  • or a refund of the amount of the products, less the initial delivery costs and, where applicable, the return costs charged by the carrier.

11. Discretion and packaging during returns

We place particular importance on discretion when handling returns, just as we do when sending items.

We ask that you use neutral packaging, without explicitly stating the contents, when returning your products. For our part, all communication and processing of your request will be handled with the utmost confidentiality.

12. Contact and customer service

For any questions regarding this policy or for a return request, you can contact our customer service department:

Sensual Prestige – Customer Service
Email: [email protected]
Postal address: [Full postal address]
Contact form: [Link to contact page]

13. Updated Refund & Returns Policy

We may need to modify this policy to adapt it to changes in our services or applicable regulations.

The applicable version is the one published on our website on the date of your order. We encourage you to check this page regularly.