Returns & Warranty

1. Return Policy & Hygiene Standards

Due to the highly intimate nature of our products and strict sanitary guidelines, we enforce a strict return policy to ensure health and safety protection for all customers. Returns are governed by the following criteria:

• Unopened Items: We accept returns for a full refund or store credit within **30 days** of delivery. The item must be in its original, unopened, and sealed shrink-wrap packaging.
• Opened Items: For safety and hygienic reasons, **we cannot accept returns or exchanges for any product that has been opened, handled, or used**. Once the outer shrink-wrap or security seal of a device or lingerie product is broken, the sale is final.
• Lingerie & Apparel: Fine lingerie, body harnesses, and other apparel items must have all tag labels intact and show no signs of trial or wear. Items returned with broken security seals will be rejected.

🛡️ 1-Year Premium Replacement Warranty

All Yoosen electronic devices (vibrators, massagers, delay rings, suction devices) are covered by a comprehensive **1-Year Manufacturer Warranty**. If your device fails due to technical defects (charging failure, motor faults, battery degradation) within 365 days of receipt, we will ship you a brand new replacement free of charge. To protect our staff and logistics networks, **we do not require you to ship the defective device back to us**; a video demonstrating the issue is sufficient for claim verification.

2. EU Right of Withdrawal (14-Day Cooling-off Period)

If you reside within the European Union (EU), you have a statutory legal right to cancel and withdraw from your contract within **14 days** of receipt for any reason. However, in accordance with **Article 16(e) of the EU Consumer Rights Directive (2011/83/EU)**, the right of withdrawal does not apply to sealed goods that were unsealed after delivery and are not suitable for return due to health protection or hygiene reasons. Consequently:

Unopened products can be returned within 14 days for a full refund of the product price and standard delivery fees. Once the security seal is broken, you explicitly waive your right of withdrawal.

3. How to Submit a Claim or Return

To initiate a return of an unopened product or lodge a warranty claim, please follow these guidelines:

1. Email our support division at support@yoosenly.com with your order reference number (e.g., #YS-9481).
2. For warranty claims, attach a short video or clear photographs demonstrating the technical malfunction (e.g., plugging the unit in and showing it does not charge).
3. Upon approval, we will send you a discreet, prepaid return shipping label (for unopened return requests).
4. Pack the item in plain shipping material, affix the label, and drop it at the nearest carrier depot.
5. Approved refunds are credited back to your original payment method (Stripe/PayPal) within **5-7 business days** (complying with the 14-day limit under EU law).

4. Return Shipping Cost Policy

For returns of unopened items due to customer preference, the cost of return shipping is the responsibility of the customer. In the event of manufacturer defects or warranty claims, all replacement shipping fees are covered 100% by Yoosen.