At sonderLUX, we are committed to your satisfaction and want you to feel confident in your purchase. However, due to hygiene and safety concerns, our return policy for adult toys has specific guidelines:

1. Unopened and Unused Items:

If you are not completely satisfied with your purchase, you may return unused and unopened items within 30 days of receiving your order for a full refund or exchange. To be eligible for a return, the product must be in its original, unopened packaging and in resalable condition.

2. Opened and Used Items:

Due to health and hygiene regulations, we cannot accept returns or exchanges on opened or used adult toys. Please ensure that you carefully review your order before making a purchase.

3. Defective or Damaged Products:

If you receive a defective or damaged item, please contact our customer service team immediately. We will gladly offer a full refund or send a replacement product, as long as we are notified within 7 days of receipt. We may request photos of the damage for verification purposes.

4. Return Process:

To initiate a return, please contact our customer service team at dmr@sonderlux.com with your order number and details of the item you wish to return. Our team will provide you with instructions on how to return the product. Return shipping costs are the responsibility of the customer unless the item is defective.

5. Non-Returnable Items:

For health and safety reasons, we cannot accept returns on the following items:

Opened or used adult toys

Opened personal lubricants, lotions, or consumables

Items that have been worn, opened, or used

6. Refund Process:

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 7-10 business days.

We appreciate your understanding and cooperation with our return policy. If you have any questions, please don’t hesitate to contact our customer service team at dmr@sonderlux.com.