Refund policy

Last updated: 15 July 2026

At Touch-Me, we believe it is important that you can place your order with confidence. In addition to your statutory right of withdrawal, we therefore offer a voluntary return service for up to 30 days after receiving your order.

This policy explains how to register a return, which conditions apply, when the right of withdrawal may be excluded and how we process refunds.

30-day return period

You can register a return with us no later than 30 days after receiving the product.

This return period consists of two parts:

  • The first 14 days: your statutory right of withdrawal.
  • Day 15 up to and including day 30: Touch-Me’s additional voluntary return service.

The conditions that apply during the statutory withdrawal period differ in some respects from the conditions of our voluntary return service. These are explained separately below.

Statutory right of withdrawal, the first 14 days

As a consumer, you generally have the right to withdraw from an online purchase agreement without providing a reason.

The statutory withdrawal period ends 14 days after the day on which you, or a third party appointed by you who is not the carrier, received the product.

Does one order consist of several products that are delivered separately? In that case, the withdrawal period begins on the day after the final product has been received.

Registering your withdrawal

You must inform us, no later than within the statutory withdrawal period, through a clear statement that you wish to withdraw from the agreement.

You can do this:

You are not required to provide a reason for your return during the statutory withdrawal period. Returning the product without notifying us of your withdrawal is not sufficient.

Returning the product

After notifying us of your withdrawal, you have another 14 days to return the product. The shipping date is decisive.

Keep your proof of shipment and track-and-trace code until the return has been fully processed.

Inspecting the product

During the statutory withdrawal period, you may inspect, try on or assess the product to the extent necessary to establish its nature, characteristics and functioning. You may handle the product in the same way as would reasonably be permitted in a physical shop.

If you use the product more than is necessary for this assessment and this results in a reduction in value, we may deduct this reasonable reduction in value from the amount to be refunded.

The original product packaging is not an absolute return requirement during the statutory withdrawal period. However, we ask you to handle the product and its packaging carefully and, where reasonably possible, return the product complete and in its original packaging.

Voluntary return service, day 15 up to and including day 30

After the statutory withdrawal period has ended, you may use Touch-Me’s voluntary return service up to and including the thirtieth day after receiving the product.

The following conditions apply to a return registered from day 15 up to and including day 30:

  • the product is unused, clean, complete and undamaged;
  • all attached labels and hygiene strips are fully intact;
  • any seals have not been broken;
  • the product is returned in its original product packaging, where reasonably possible;
  • the product is not covered by an exclusion stated in this policy;
  • the direct return shipping costs are your responsibility.

A return within this voluntary period must also be shipped no later than 14 days after the return has been registered.

These additional return conditions do not limit your statutory rights.

Hygiene products and sealed products

Certain products are unsuitable for resale after opening due to health protection or hygiene reasons.

The right of withdrawal may no longer apply to such a product when:

  • the product is unsuitable for return due to health protection or hygiene reasons;
  • the product had a suitable seal when it was delivered;
  • the seal was broken after delivery.

This may apply, among other things, to sealed:

  • condoms;
  • lubricants;
  • massage products;
  • intimate toys;
  • personal care and wellness products;
  • other products that cannot be resold for health or hygiene reasons.

Merely opening the shipping box or ordinary, unsealed product packaging does not automatically mean that the right of withdrawal no longer applies.

Where applicable, the product page, product packaging or seal will clearly state that the right of withdrawal may no longer apply after the seal has been broken.

Lingerie and swimwear

During the statutory withdrawal period, lingerie and swimwear may only be tried on to the extent necessary to assess the fit and characteristics. Keep labels and any hygiene strips intact and preferably try the item on over your own underwear.

Worn, washed, soiled or damaged items may result in a reduction in value. During the voluntary return period from day 15 onwards, these items will not be accepted.

Other exclusions

In addition to sealed hygiene products, the right of withdrawal may be legally excluded for, among other things:

  • products made according to personal specifications or clearly intended for one specific person;
  • products that spoil quickly or have a limited shelf life;
  • products that, by their nature, have been irreversibly mixed with other products after delivery;
  • digital content where performance has begun with your prior consent and you have validly waived your right of withdrawal;
  • fully performed services for which you expressly agreed in advance to performance during the withdrawal period and to the loss of your right of withdrawal after full performance.

An exclusion will only be applied when legally permitted and when you were clearly informed about the exclusion before making the purchase.

How to register a return

Register your return through Withdraw from your order or send an email to info@touch-me.nl.

Include the following information in your return notification:

  • your name;
  • your email address;
  • your order number;
  • the product or products you wish to return.

You are not required to provide a reason for the return during the statutory withdrawal period.

Return address

After registering your return, send it to:

Touchme.luxe, Returns Department
Gustav Mahlerlaan 156
1082 ME Amsterdam
The Netherlands

Clearly include your order number inside or on the parcel. Do not send a return directly to a supplier, manufacturer or carrier unless Touch-Me has provided you with written instructions to do so.

Return shipping costs

In the case of a standard withdrawal or voluntary return, the direct costs of returning the product are your responsibility.

Is the product defective, damaged or incorrectly delivered? Please contact us first. If the complaint is valid, we will cover the necessary return costs or provide you with appropriate return instructions.

If we did not clearly inform you before the purchase that the standard return costs would be your responsibility, these costs will be paid by Touch-Me.

Refund during the statutory withdrawal period

Do you withdraw from the entire order within the statutory withdrawal period? We will refund the purchase amount and the cost of the least expensive standard delivery method offered by us.

If you selected a more expensive delivery method, we are not required to refund the difference between that method and the least expensive standard delivery method.

Are you returning only part of your order? In that case, the original shipping costs will not be refunded.

We will issue the refund no later than 14 days after receiving your withdrawal notification. We may withhold the refund until:

  • we have received the product; or
  • you have provided evidence that the product has been returned.

Whichever occurs first will apply.

The refund will be issued using the same payment method that you used for the original payment, unless you expressly agree to another method. No additional fees will be charged for the refund.

Refund during the voluntary return period

Is a return from day 15 up to and including day 30 accepted? We will refund the amount actually paid for the returned product using the original payment method.

The original shipping costs will not be refunded during this voluntary return period, unless we expressly agree otherwise with you.

We generally process an accepted refund within five working days after we have received and inspected the product.

Depending on your bank or payment provider, it may take a few additional working days before the amount becomes visible in your account.

Damaged, incorrectly delivered or defective product

A damaged, incorrectly delivered or defective product is not considered a standard return due to a change of mind. In this situation, please contact us as soon as possible at info@touch-me.nl.

Where possible, please provide:

  • your order number;
  • the name of the product;
  • a clear description of the issue;
  • photos or videos clearly showing the issue;
  • in the event of shipping damage, photos of the product and the shipping packaging.

We will assess the notification and, where necessary, offer repair, replacement, a refund or another appropriate legal remedy free of charge.

Statutory and additional guarantee

You are always entitled to a statutory guarantee. This means that, under normal use, a product must meet the reasonable expectations you may have of it. In the Netherlands, the statutory guarantee does not have a fixed standard duration.

Touch-Me remains your first point of contact for the statutory guarantee, including when we involve a supplier or manufacturer in assessing your claim.

Additional guarantee for regular products

For regular, non-consumable products, Touch-Me provides an additional one-year commercial guarantee covering demonstrable material and manufacturing defects. This period begins on the delivery date.

Additional guarantee for ODES products

Products from the ODES brand come with an additional two-year commercial guarantee, in accordance with the guarantee provided by the ODES supplier. This period begins on the delivery date.

The additional guarantee does not cover normal wear and tear, incorrect or careless use, damage caused by external factors, failure to follow usage or maintenance instructions, or unauthorised modifications and repairs.

The additional guarantee of one or two years never limits your statutory guarantee rights.

Contact

Do you have questions about a return, refund or guarantee? Please contact us at info@touch-me.nl.

Touchme.luxe
Gustav Mahlerlaan 156
1082 ME Amsterdam
The Netherlands
Chamber of Commerce number: 96269618
VAT identification number: NL005198979B25