For Refunds & Returns you can reach us by filling the contact form. Please first read carefully the requirements below before contacting us.
Returns & Refunds
Because of the intimate nature of the items we sell and for sanitary purposes, customers can only return any unopened, unused or unworn product with its packaging or tags intact to us within 30 days of receiving it for a full refund or exchange (for a defective product see below). This is for health requirements, hygiene regulations and peace of mind of our customers. Customers will be responsible to pay for return shipping costs. Unfortunately, we cannot refund or exchange unwanted items if the products have been used or any of the original packaging is missing or broken.
Any item that is designed to come into contact with any body part or fluid is non-returnable and non-resalable. Once these items leave our warehouses, they are considered used, and therefore cannot be returned. Sealed products won’t be accepted for refund or exchange if the seal had been broken. Food products are not eligible for refund or exchange.
Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.
You have the right to cancel your order within 30 days for a refund. If a customer cancels its order once it has shipped or returns it when it arrives to its delivery address without accepting it, we will only refund the amount of the products that he ordered. Shipping costs will not be refundable. SuXulus work on a same day dispatch system, so please try and cancel your order on the same day as ordering to avoid the inconvenience of returning your order.
How to return an item
First contact us to let us know about your return. We will then issue you a Return Merchandise Authorization number (RMA) via email and provide instructions on getting the product back to us. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURN IN ORDER FOR IT TO BE PROCESSED. We will not accept any return without one.
To avoid returns being broken during transportation package your return securely in plain cardboard boxes or heavy-duty padded envelopes. Include as much original packaging as possible.
Lingerie and sexy clothing
If your lingerie or sexy clothing doesn’t fit or isn’t exactly what you are looking for then don’t worry. We are happy to refund or exchange items. For hygiene reasons please remember to keep your underwear on when trying on items. Please ensure all labels are still attached. Unfortunately, we cannot accept items back if they have been removed unless they are faulty. We are really sorry to say that this policy does not apply to Latex clothing due to hygiene. If items have been taken out of the sealed packaging, we will not be able to accept them back. If you are unsure of your size, we would recommend going for a larger size.
Defective products or incorrect goods
Before shipping back a defective product illegible for exchange, do the following verification. Test-batteries from factory embedded in products must be replaced with brand new batteries to make sure that product is working fine before being applicable for exchange. Always check twice to be sure batteries are inserted correctly or press the item speed button to turn it on. Ensure the battery has been fully charged for 24 hours before using your product. Some products have a safety feature for transportation. Make sure to press the on/off button for at least 10 seconds to remove the safety.
If an item is found to be defective within 30 days of receiving, we will replace it with the same item. Please contact us, to let us know of the issue as soon as possible so we can rectify the problem quickly for you.
When emailing about a defect, please state the following information: your order number, with your name and the nature of the defect, and attach some photos. Once the defective item is received back into our warehouse, we will promptly ship a new replacement to you free of charge.
If an item is defective and is accepted to be returned and we do not have a replacement in stock, we will refund the full amount of the item to the customer.
At SuXulus we aim to refund you within 7 days. Unfortunately, a refund cannot be issued until SuXulus receives the goods in question.