For health and hygiene reasons related to the nature of the products we sell, we do not accept the physical return of intimate items whose packaging or safety seal has already been opened or removed. This exclusion is provided for by European consumer rights legislation for sealed goods unsuitable for return for health protection or hygiene reasons (Art. 16(e), Directive 2011/83/EU, as implemented in the Italian Consumer Code).
To start a request regarding your order, contact us at bonobovibe@gmail.com with your order number, the reason for the request and, for defective, damaged or incorrect products, a few clear photos of the problem. We will assess your request based on the documentation provided, without the need to physically send the item back.
Damage and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item, attaching a few photos of the product and packaging. This way we can quickly assess the problem and resolve it with a replacement or refund.
Non-returnable items
For hygiene reasons, products in direct contact with the body (intimate toys, masturbators, vibrators and similar items) cannot be physically returned once the packaging has been opened or the protective seal removed. The same applies to lingerie and underwear that has been worn.
We also cannot accept returns of sale items or items purchased with gift cards, unless they are defective, damaged or do not match the order.
If you have any doubts about a specific item before purchasing, don't hesitate to contact us: we're happy to answer any questions in advance.
Right of withdrawal for customers in the European Union
If you purchase as a consumer and the goods are shipped within the European Union, you have the right to withdraw from the contract within 14 days of receiving your order, without giving any reason, for items whose packaging or safety seal has not been opened or removed.
Under current legislation, this right of withdrawal does not apply to items sealed for hygiene reasons if the seal has been removed after delivery, in line with the "Non-returnable items" section above.
To exercise the right of withdrawal on an eligible item, contact us within 14 days of receipt at bonobovibe@gmail.com: we will send you the instructions to proceed.
Refunds
Once your request has been assessed (through photographic documentation for defects/damage, or within the withdrawal period for unopened sealed items), we will let you know whether the refund has been approved.
If approved, you will receive the refund within 10 business days via the original payment method. It may take additional time for your bank or card issuer to show the amount.
If more than 15 business days have passed since approval and you have not received the refund, contact us at bonobovibe@gmail.com.
