Refund policy

At Lust Sexshop, we want your shopping experience to be clear, safe and transparent. This Returns and Refund Policy applies to purchases made through the lustsexshop.com online store and supplements our Terms and Conditions of Service.

Right of withdrawal — 14 days

For distance contracts, consumers have, where legally applicable, a period of 14 days from receipt of the order to notify us of their intention to return a product, without having to provide a reason.

To exercise your right of withdrawal, please contact us at:

Email: info@lustsexshop.com

You should provide:

• your order number;
• the product or products you wish to return;
• the information required to identify your purchase.

Submitting a return request does not mean that the return is automatically accepted. Product eligibility will be assessed in accordance with the conditions set out below and applicable law.

Return conditions

To be eligible for return, products must, where applicable:

• be unused;
• be complete and in perfect condition;
• include all accessories and manuals;
• have labels and security seals intact;
• include any gifts or components supplied with the purchase;
• be in their original packaging and in suitable condition.

Consumers must store and handle products only to the extent necessary to establish their nature, characteristics and functioning, in a manner similar to what would be permitted in a physical store.

Products that cannot be returned for hygiene and safety reasons

Due to the nature of the products sold by Lust Sexshop, certain items are excluded from the right of return where they have been opened or used, or where their hygiene seal or protective packaging has been removed or broken.

For health, hygiene and safety reasons, returns will not be accepted for, in particular:

• vibrators, masturbators, plugs, stimulators, pumps, penis rings and other intimate-use products when opened or used;
• lingerie, underwear, bodysuits, stockings, costumes or other intimate-contact garments when worn, tried on without protection, without tags or where sealed packaging has been opened;
• lubricants, creams, oils, cosmetics, gels, sprays and intimate hygiene products once opened;
• condoms or other products with individually sealed packaging once opened;
• personalised products, made-to-order products or products specifically adapted at the customer’s request;
• products with broken security seals;
• products that are incomplete, washed, used, damaged or show signs of improper handling.

Returned products with compromised hygiene conditions, signs of use or broken security seals will not be offered for sale again.

Lust Sexshop reserves the right to refuse a return or apply a reduction in value where the condition of the returned product does not comply with the applicable legal and commercial conditions.

Return costs

Except where the product is defective, there has been an error attributable to Lust Sexshop, or the law provides otherwise, return shipping costs are borne by the customer.

Where possible, collection by the carrier may be arranged from the address associated with the order.

Where the customer arranges the return shipment directly, we recommend using a trackable shipping method.

Lust Sexshop is not responsible for loss, damage or delays occurring during the transport of a return arranged directly by the customer.

Returns will not be accepted if they are:

• sent cash on delivery;
• sent with payment due on delivery;
• sent without identification of the order.

Refunds

Following valid notification of the right of withdrawal and in accordance with applicable law, the refund will be made using the same payment method used for the purchase, whenever possible, unless expressly agreed otherwise.

Lust Sexshop may withhold the refund until:

• the returned products have been received; or
• the customer provides proof that the products have been sent,

whichever occurs first.

Where the return covers the entire order and the right of withdrawal has been validly exercised, the amounts legally due will be refunded, including the cost corresponding to the least expensive standard delivery method offered by Lust Sexshop.

Any additional costs resulting from the customer choosing a delivery method that is more expensive than the least expensive standard delivery method offered will not be refunded.

For partial returns, the value of the products validly returned will be refunded. The original delivery costs will only be refunded where legally applicable.

Defective, damaged or incorrect products

If you receive a product that is:

• defective;
• damaged;
• different from the product ordered;

please contact us as soon as possible at info@lustsexshop.com.

To assist with the assessment, we may request:

• your order number;
• identification of the product;
• a description of the issue;
• photographs or videos of the product and/or packaging;
• proof of purchase, where necessary.

Once the situation has been assessed, and where the defect, damage or error is confirmed and is attributable to Lust Sexshop, the supplier or the carrier, the legally appropriate remedy will be provided, which may include repair, replacement, price reduction or refund, as applicable.

In such cases, collection or return costs will be borne by Lust Sexshop where legally required.

Legal guarantee

Products sold by Lust Sexshop benefit from the legal guarantee applicable to consumer goods.

As a general rule, movable goods are covered by a 3-year legal guarantee from the date of delivery, in accordance with Portuguese Decree-Law No. 84/2021 of 18 October.

The guarantee does not cover damage resulting, in particular, from:

• misuse;
• normal wear and tear;
• accident or dropping;
• negligence;
• improper opening or modification of the product;
• contact with liquids where this is not permitted;
• use of incompatible lubricants;
• incorrect cleaning or storage;
• failure to follow the manufacturer’s instructions.

Cancellation of orders before shipment

Customers may request cancellation of an order, or of specific products, through their customer account or by contacting info@lustsexshop.com, stating the order number and the products they wish to cancel.

Cancellation can only be accepted if the order has not yet been prepared, shipped, handed over to the carrier or communicated to the logistics operator for dispatch.

Where cancellation is accepted, the cancelled products will be refunded using the same payment method used for the purchase, whenever possible.

In the case of a partial cancellation, the shipping costs for the remaining order may be recalculated, particularly where the order no longer qualifies for free shipping or a specific promotion.

If the order has already been shipped, cancellation may no longer be possible. In that case, where eligible, the return and right of withdrawal rules set out in this Policy will apply.

Contact details

For any questions relating to cancellations, returns, refunds or guarantees, please contact:

Lust Sexshop
Legal entity: José Luís Correia Fonseca (Sole Trader)
Email: info@lustsexshop.com
Telephone: +351 936 384 287 — call to the Portuguese mobile network
Address: Rua do Loteamento do Bairro n.º 90, Rio Covo Santa Eugénia, 4755-475 Barcelos