Returns

Arranged effortlessly and discreetly

We want you to shop with confidence at Touch-Me. That's why we clearly explain below how returns, withdrawals, refunds, and warranties work.

Legal 14-day right of withdrawal

After receiving your order, you have 14 days to inform us that you wish to withdraw from the agreement. You do not need to provide a reason for this.

After you have reported the withdrawal, you have another 14 days to return the product. You can report your withdrawal by email via info@touch-me.nl or use our online withdrawal function.

Voluntary return service up to 30 days

In addition to the statutory right of withdrawal, we offer a voluntary return service up to 30 days after receipt.

Register your return with us from day 15 no later than the thirtieth day after receipt. Should the product be damaged or the packaging more damaged than necessary to try out the product, we may charge you for this depreciation. Therefore, handle the product with care and ensure it is well packaged when returned.

This voluntary return service never limits your legal rights during the first 14 days after receipt.

Product assessment and depreciation

During the statutory cooling-off period, you may examine and assess a product as would be possible in a physical store.

Do you use the product more than is necessary to determine its nature, characteristics, and functioning? Then you are responsible for any depreciation. This depreciation may be deducted from the amount to be refunded.

Where possible, use the original packaging to safely return the product. The original packaging is not an absolute condition for exercising the right of withdrawal during the statutory withdrawal period.

Hygiene products and sealed products

Some products, for reasons of health protection or hygiene, can only be returned if the specially applied seal has not been broken after delivery.

If the hygiene seal is broken? Then the legal right of withdrawal for that product expires. This may apply to erotic toys, condoms, lubricants, massage products, and other products that cannot be hygienically resold after opening.

Merely opening a regular shipping box or unsealed outer packaging does not automatically mean that the right of withdrawal expires.

Registering your return

Send an email to info@touch-me.nl and state your name and order number. A reason for the return is welcome, but within the statutory withdrawal period, it is not mandatory.

After your notification, you will receive a confirmation from us and, if necessary, additional return instructions.

Return address

Touchme.luxe, returns department
Gustav Mahlerlaan 156
1082 ME Amsterdam
Netherlands

Clearly state your order number in or on the package. Carefully package the product to prevent damage during transport and keep the shipping receipt and the track-and-trace code until your return has been fully processed.

Return costs

The direct costs of a regular return shipment are for your own account. Is a product damaged, defective, or incorrectly delivered? Please contact us first. In case of a justified complaint, we will cover the necessary return costs.

Refund

If you withdraw the entire order within the statutory withdrawal period, we will refund the purchase amount and the costs of the cheapest standard delivery offered.

Do you only return a part of your order? Then the original shipping costs will not be refunded.

We will refund within 14 days at the latest after receiving your withdrawal notification. We may wait with a refund until we have received the products or until you have demonstrated that you have returned them, whichever occurs first.

The refund will be made via the same payment method you used for the order, unless you explicitly agree to a different method.

Damaged, incorrectly delivered, or defective product

Did you receive a damaged, incorrectly delivered, or defective product? Please contact us as soon as possible via info@touch-me.nl.

State your order number and, if possible, add clear photos of the product, the damage, and the packaging. We will carefully assess the situation and together look for a suitable solution.

Statutory warranty

The statutory warranty applies to every purchase. This means that a product must meet what you can reasonably expect from it during normal use. The statutory warranty in the Netherlands does not have a fixed term.

If a product breaks sooner than you could reasonably expect, your legal rights remain. Depending on the situation, a solution may consist of free repair, replacement, price reduction, or refund.

In addition, certain brands offer an additional manufacturer's or seller's warranty. For regular products, an additional one-year warranty may apply. For ODES products, an additional two-year warranty applies. This additional warranty never limits your legal rights.

Questions about your return?

Please feel free to contact us via info@touch-me.nl. We are happy to help you in a personal, respectful, and discreet manner.

FAQ

Return Policy

  • You can return your order within 30 days of receiving it.
  • Products must be returned unused, undamaged and in their original packaging.

For health and hygiene reasons, certain products cannot be returned . This applies if the seal has been broken or the packaging has been opened.

Consider this:

  • Condoms
  • Lubricant
  • Massage products
  • Erotic toys and playthings

We hope for your understanding, because the safety and health of our customers is always our top priority.

During the statutory cooling-off period, you may carefully try on lingerie and swimwear to assess the size, fit and characteristics, just as you would be able to in a physical store.

Where possible, try on the item over your own underwear and handle it with care. Use that goes beyond what is necessary to assess the item may lead to a reduction in value.

Opening a standard product package does not automatically mean that the right of withdrawal expires. Different rules may apply to a specially applied hygiene seal if this was clearly stated before the purchase.

How do returns work?

Send an email to info@touch-me.nl with your order number and the reason for your return. Our team will help you and provide you with the correct return address.

Make sure the product is securely and neatly packaged, preferably in the original packaging, so that it will not be damaged during shipping.

Send the package to the address we provided.

  • Return costs are at your own expense.
  • If the product is defective or incorrectly delivered, we will, of course, cover the return costs.

Refund

Once we have received and inspected your return, we will refund the amount within 5 working days .

We always refund the amount via the original payment method you used when placing your order.

In some cases, it may take a little longer for the amount to appear in your account, depending on your bank or payment provider.

If you haven't received your refund after 7 business days, please contact our customer service at info@touch-me.nl . We'll be happy to resolve the issue for you.

Damaged or defective product

Please contact us as soon as possible at info@touch-me.nl . Please include your order number, a brief description of the problem, and clear photos of the product, the damage, and the packaging. Our team will help you immediately with a suitable solution.

Yes, please keep the original packaging and packing materials. This helps us properly assess the damage and expedites processing with the carrier.

After receiving your message and photos, we'll respond as quickly as possible. If necessary, we'll send you a replacement product or offer a suitable solution.

All our products come with a 1-year warranty against manufacturing defects. If your product is defective due to a production issue within this period, please report it to info@touch-me.nl with your order number and description. We will arrange for repair, replacement, or another suitable solution.

  • Order number
  • Brief description of the problem
  • Photos of the product, damage and packaging
  • Date of delivery