Returns, Right of Withdrawal, Refunds and Legal Guarantee Policy

Effective date: 20 June 2026

This policy applies to consumer purchases made through Funsex.eu, operated by:

ASPIRE ZONE S.R.L.
Via Federico Paolini 113
00122 Rome, Italy
VAT number: IT18057991004
Share capital: €10,000
Email: info@funsex.eu

Please read this policy carefully before placing an order.

Nothing in this policy excludes, restricts or replaces any mandatory rights granted to consumers under applicable European Union, Italian or national consumer protection law.

1. Seller and Fulfilment Partners

The sales contract is concluded exclusively between the customer and ASPIRE ZONE S.R.L., trading as Funsex.eu.

We may use manufacturers, wholesalers, warehouses, fulfilment providers, dropshipping partners, carriers and technical service providers to store, dispatch, inspect or process products on our behalf.

These third parties are not the seller in relation to the consumer.

All requests concerning:

• order cancellation;

• withdrawal;

• returns;

• refunds;

• transport damage;

• incorrect or incomplete deliveries;

• defective products; and

• the legal guarantee

must be submitted directly to Funsex.eu.

Customers must not return products directly to the manufacturer, supplier, original parcel sender or fulfilment provider unless Funsex.eu expressly instructs them to do so in writing.

2. Cancellation Before Dispatch

Orders may be transmitted automatically to our fulfilment partner shortly after payment is confirmed.

You may request cancellation before dispatch by:

• submitting a cancellation request through your account order page; or

• emailing info@funsex.eu and providing your order number.

We will make reasonable efforts to stop an order that has not yet entered preparation or shipping.

A cancellation request is not considered completed until we confirm the cancellation in writing.

If the order has already entered preparation or has been dispatched, cancellation may no longer be possible. You may instead exercise your statutory right of withdrawal after delivery, subject to the conditions and exceptions described below.

3. Fourteen-Day Right of Withdrawal

Consumers located in the European Union generally have the right to withdraw from an online purchase within 14 calendar days, without providing a reason.

The withdrawal period begins on the day after:

• you receive the goods; or

• a third party designated by you, other than the carrier, receives the goods.

Where several products from the same order are delivered separately, the withdrawal period begins on the day after the last product is received.

To meet the deadline, you must send us a clear withdrawal notice before the 14-day period expires.

The right of withdrawal is subject to the statutory exceptions described in Section 8, including certain hygiene-sealed products that have been unsealed after delivery.

4. How to Exercise the Right of Withdrawal

You may notify us of your decision to withdraw by:

• Submit your request directly from your account order page at https://account.funsex.eu. Once reviewed, our team will confirm the next steps.;

• emailing info@funsex.eu; or

• using the model withdrawal form at the end of this policy.

Your request should include:

• your full name;

• your order number;

• the product or products concerned;

• the delivery date; and

• a clear statement that you wish to withdraw from the purchase.

You do not need to provide a reason.

The validity of a timely statutory withdrawal does not depend on discretionary approval by Funsex.eu.

However, before shipping any product, please wait for our return instructions and Italian return address. This allows us to identify the parcel and process it correctly.

5. Return Authorisation and Return Address

After receiving your request, we will provide:

• a return reference or RMA number;

• the authorised return address in Italy;

• packaging instructions; and

• information about the applicable return shipping method.

Unless otherwise expressly confirmed in writing, products must first be returned to our designated return location in Italy.

Do not send products to:

• the address shown as the original parcel sender;

• a foreign warehouse;

• a manufacturer;

• a wholesaler;

• a fulfilment or dropshipping provider;

• a carrier depot; or

• any address not expressly confirmed by Funsex.eu.

Do not send products to our registered office unless that address is specifically confirmed in our return instructions.

Failure to obtain or include a return reference does not invalidate a withdrawal that was validly exercised within the legal deadline. However, unidentified or misdirected returns may be delayed and may generate additional costs attributable to the customer.

6. Deadline for Sending the Product Back

After notifying us of your withdrawal, you must send the eligible goods back without undue delay and no later than 14 calendar days after the date on which you notified us.

The deadline is met if the parcel is handed to the carrier before the 14-day return period expires.

We recommend using a tracked shipping service and retaining:

• the shipping receipt;

• the tracking number; and

• evidence of the return address used.

The customer remains responsible for the parcel until it is delivered to the authorised Italian return address, except where Funsex.eu has arranged collection or provided a prepaid return label.

7. Return Shipping Costs for Change-of-Mind Returns

For returns made because the customer:

• changed their mind;

• ordered the wrong product;

• selected the wrong size, colour or model;

• no longer wants the product; or

• is dissatisfied for reasons unrelated to a defect or delivery error,

the customer bears the direct cost of returning the product to the designated return address in Italy.

Funsex.eu does not reimburse:

• customer-selected return postage;

• packaging expenses;

• optional transport insurance;

• express or premium return services; or

• additional costs caused by using an incorrect or unauthorised return address.

The customer will not be charged for any subsequent internal transportation between Funsex.eu and its supplier, manufacturer or technical partner.

Return costs for defective, damaged, incorrect or incomplete products are governed by Section 14.

8. Hygiene-Sealed Products

The right of withdrawal does not apply to sealed goods that:

1. are not suitable for return for genuine health protection or hygiene reasons; and

2. have been unsealed after delivery.

This exception may apply to products including:

• sex toys and intimate devices;

• vibrators, dildos, masturbators and anal products;

• products intended to come into direct contact with intimate areas of the body;

• condoms and similar personal protection products;

• lubricants, gels, creams, oils and intimate cosmetics;

• sealed consumable or personal-care products;

• menstrual and intimate-care products; and

• lingerie or intimate clothing supplied with a specific hygiene seal, protective liner or tamper-evident closure.

Where a product is supplied with a genuine hygiene seal, membrane, hygiene liner or tamper-evident closure, the right of withdrawal is lost once that protection has been:

• removed;

• opened;

• broken;

• damaged; or

• altered after delivery.

Opening the external shipping carton does not, by itself, remove the right of withdrawal.

Opening ordinary retail packaging does not automatically remove the right of withdrawal unless that packaging also constitutes a genuine and clearly identifiable hygiene or health-protection seal.

The hygiene exception does not affect your rights where the product is defective, unsafe, damaged, incomplete, incorrectly supplied or not as described.

9. Product Condition for Change-of-Mind Returns

Products returned under the right of withdrawal must not have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.

In particular, customers must not:

• use the product for its intended intimate purpose;

• allow it to come into contact with the body or bodily fluids;

• apply lubricants, creams, oils or other substances;

• wash, disinfect or modify the product after use;

• remove hygiene seals;

• remove serial numbers, security codes or identifying labels;

• activate the product beyond what is reasonably necessary for inspection;

• damage the product or packaging unnecessarily; or

• return it with missing components.

Where handling exceeds what is reasonably necessary, Funsex.eu may reduce the refund to reflect the objectively assessed reduction in value.

Depending on the circumstances, a reduction may apply where the product has:

• signs of use;

• scratches, stains, odours or contamination;

• damaged or missing packaging;

• missing accessories, cables, manuals or components;

• removed labels or serial numbers; or

• missing promotional or bundled items.

Any deduction will be proportionate to the actual reduction in value and will not be imposed as an arbitrary penalty.

10. Original Packaging and Accessories

Where reasonably possible, products should be returned with:

• the original retail packaging;

• all accessories and components;

• manuals and instructions;

• charging cables or adapters;

• included batteries;

• promotional items; and

• any free gifts supplied with the product.

Products must be placed inside suitable protective outer packaging. Shipping labels must not be attached directly to the original retail packaging.

The absence or deterioration of ordinary retail packaging does not automatically remove a statutory right of withdrawal or legal guarantee.

However, where missing or damaged packaging, accessories or components objectively reduce the value of a change-of-mind return, a proportionate deduction may be made.

For defective-product claims, the absence of ordinary original packaging does not by itself cancel the legal guarantee. The customer must nevertheless package the product safely for transport and include all components reasonably necessary for inspection.

11. Inspection and Identification of Returned Products

Returned products may be inspected to verify:

• their identity;

• serial numbers and security codes;

• whether they were purchased from Funsex.eu;

• whether hygiene seals remain intact;

• whether accessories and components are complete;

• whether the product shows signs of use or damage; and

• the nature of any reported defect.

For security, fraud prevention and evidence purposes, we may photograph or record the opening and inspection of returned parcels.

Products that were not purchased from Funsex.eu are not eligible for refund or legal-guarantee processing.

Where a customer sends an incorrect product, a product purchased from another seller or an unidentifiable item, the customer may be required to arrange and pay for its return.

12. Refunds Following Withdrawal

We will reimburse the payments due without undue delay and no later than 14 calendar days after being informed of your decision to withdraw.

We may withhold the refund until:

• we have received the returned goods at the authorised Italian return address; or

• you have provided sufficient evidence that the goods were sent to that address,

whichever occurs first.

The refund will normally be issued using the same payment method used for the original transaction, unless another method is expressly agreed.

You will not be charged a fee solely for receiving the refund.

For a withdrawal from the entire order, we will refund:

• the price paid for all eligible returned products; and

• the original outbound delivery cost up to the cost of the least expensive standard delivery method offered at the time of purchase.

We will not refund additional delivery costs resulting from the customer’s choice of:

• express delivery;

• premium delivery;

• timed delivery;

• additional insurance; or

• another delivery service more expensive than our least expensive standard option.

For a partial return, original delivery charges will not normally be refunded where those charges would have been payable even if the returned item had not been included in the order, except where mandatory law requires otherwise.

The refund is not conditional on Funsex.eu first receiving reimbursement, credit or approval from a manufacturer, supplier, warehouse or fulfilment partner.

After the refund is issued, the customer’s bank, card issuer or payment provider may require additional processing time before the amount appears in the customer’s account.

13. Exchanges and Replacement Orders

Funsex.eu does not offer direct commercial exchanges for:

• a different size;

• a different colour;

• a different model;

• a different product; or

• a change of preference.

For an eligible change-of-mind return, the customer must:

1. return the original product;

2. receive the applicable refund; and

3. place a new order for the desired product.

A replacement product is not reserved while a return is in transit or being inspected.

The price, stock availability, promotion and delivery conditions applicable to the new purchase will be those shown at the time the new order is placed.

This section does not restrict the consumer’s statutory right to request repair or replacement of a defective or non-conforming product.

14. Damaged, Incorrect or Incomplete Deliveries

Please inspect the parcel and products as soon as reasonably possible after delivery.

If the parcel or its contents appear damaged, tampered with, incomplete or incorrect, contact us at info@funsex.eu and provide:

• your order number;

• a description of the problem;

• photographs or video of the product;

• photographs of the external and internal packaging;

• a clear photograph of the shipping label; and

• details of any missing items or components.

For visible transport damage, we strongly recommend contacting us within 24 hours of delivery.

This 24-hour period allows us to investigate the matter promptly with the carrier and fulfilment provider. It is a reporting recommendation and does not remove or limit any mandatory statutory rights.

A dent, tear or mark on the external shipping carton does not automatically mean that the product itself is damaged. Please carefully inspect the contents.

Retain the product, internal packaging, external carton and shipping label until we provide instructions.

Do not dispose of, return or destroy the product without our written instructions.

15. Legal Guarantee for Defective or Non-Conforming Products

Products sold to consumers are covered by the applicable statutory legal guarantee of conformity.

For new goods sold to consumers in Italy, the legal guarantee generally applies for two years from delivery, subject to applicable law.

Funsex.eu remains responsible to the consumer as the seller, even where the product was:

• manufactured by another company;

• stored or dispatched by a third-party warehouse;

• shipped through a dropshipping provider; or

• inspected by an external technical partner.

A product may be non-conforming where, for example, it:

• does not correspond to its description;

• does not have the advertised characteristics;

• is not suitable for its ordinary intended use;

• is supplied without required accessories or instructions;

• does not function correctly;

• is unsafe;

• is incorrectly supplied; or

• lacks the durability or compatibility reasonably expected.

Discounted, promotional, sale or outlet pricing does not by itself reduce the statutory guarantee applicable to a new product.

16. Reporting and Assessing a Defective Product

To report a suspected defect, contact info@funsex.eu and provide:

• your order number;

• a detailed description of the problem;

• photographs or video showing the defect;

• the product serial number or security code, where present;

• information about how the product was used, charged or powered; and

• any troubleshooting already attempted.

Before requesting physical return, we may ask the customer to perform reasonable and safe troubleshooting steps.

These may include:

• fully charging the product;

• checking the charging cable or adapter;

• using new compatible batteries;

• verifying that transport locks have been removed;

• consulting the instructions; or

• performing a reset where supported by the product.

The customer must not dismantle, repair, modify or open the internal components of the product.

Where physical inspection is necessary, we will provide an authorised Italian return address and return instructions.

We may consult or forward the product to a manufacturer, supplier or technical partner for inspection. This is an internal process and does not transfer responsibility from Funsex.eu to the customer.

17. Batteries Supplied with Products

Some products may include disposable batteries intended primarily for initial testing.

A discharged complimentary or test battery does not necessarily indicate that the product itself is defective.

Before submitting a defect claim for a battery-powered product, the customer may be asked to test it using new, compatible and correctly installed batteries.

This does not affect the customer’s rights where:

• the product remains non-functional with suitable new batteries;

• the batteries formed a specifically advertised part of the product;

• the charging system is defective; or

• another lack of conformity exists.

18. Remedies for Defective or Non-Conforming Products

Where a lack of conformity is established, the consumer may be entitled, in accordance with applicable law, to request:

• repair; or

• replacement.

The selected remedy may be refused where it is impossible or would impose disproportionate costs compared with the alternative remedy, taking into account the circumstances and applicable law.

Repair or replacement will be carried out:

• free of charge;

• within a reasonable period; and

• without significant inconvenience to the consumer.

We are not required to send an advance replacement before the original product has been returned or reasonably assessed, unless mandatory law or a specific written agreement requires otherwise.

Where repair or replacement is:

• impossible;

• disproportionate;

• unavailable;

• unsuccessful;

• refused;

• not completed within a reasonable time; or

• likely to cause significant inconvenience,

the consumer may be entitled, depending on the circumstances, to:

• an appropriate price reduction; or

• termination of the contract and a refund.

Store credit will only be provided instead of a monetary refund with the customer’s express agreement.

19. Return Costs for Defective or Incorrect Products

Where a valid defect, non-conformity, delivery error or transport damage is established, Funsex.eu will bear the reasonable return cost.

We may provide:

• a prepaid return label;

• carrier collection;

• reimbursement of an agreed standard return cost; or

• another reasonable return method.

Customers must follow the return method provided by Funsex.eu.

We may decline to reimburse excessive or unnecessary costs where the customer independently selects a premium, urgent or express service without prior written agreement.

Any subsequent internal cost of forwarding the product to a supplier, manufacturer or technical service provider will be borne by Funsex.eu and will not be charged to the consumer.

20. Cases Not Covered by the Legal Guarantee

The legal guarantee does not cover problems caused after delivery by circumstances unrelated to an original lack of conformity, including:

• normal wear and tear;

• accidental damage;

• misuse;

• use contrary to the instructions;

• incorrect charging or use of an incompatible power supply;

• incorrect battery installation;

• damage caused by water where the product is not waterproof;

• improper cleaning or storage;

• failure to carry out required maintenance;

• unauthorised repair, opening or modification;

• use of incompatible accessories;

• damage caused by negligence; or

• damage caused by the customer or a third party.

A subjective dislike of the product, its colour, texture, size, intensity or appearance does not constitute a defect where the product corresponds to its description and contractual specifications.

21. Hygiene and Safety When Returning Defective Intimate Products

Before returning any intimate product that has been opened or used, contact Funsex.eu and wait for specific instructions.

For health and transport safety:

• the product must not be sent while contaminated with bodily fluids;

• it must be packaged securely and separately;

• it must be placed inside a sealed protective bag where requested; and

• all packaging and transport instructions must be followed.

Do not use chemicals, cleaning agents or methods that may damage the product or interfere with technical inspection unless expressly required by the manufacturer’s instructions.

Funsex.eu may use alternative evidence-based assessment methods where physical return would create a genuine health or safety concern.

This section does not remove the customer’s legal rights concerning a defective product.

22. Refused and Uncollected Deliveries

Refusing delivery or failing to collect a parcel does not, by itself, constitute a valid notice of withdrawal.

The customer should also notify Funsex.eu clearly of the decision to withdraw.

Where a parcel is returned because:

• the customer provided an incorrect or incomplete address;

• the recipient was repeatedly unavailable;

• the customer failed to collect the parcel;

• the customer refused delivery without notifying us; or

• delivery failed for another reason attributable to the customer,

we may deduct actual and documented additional costs for:

• return transportation;

• storage;

• address correction; or

• redelivery,

to the extent permitted by applicable law.

No arbitrary administrative penalty will be imposed.

23. Bundles, Promotional Items and Free Gifts

Products sold as a bundle or promotional package should be returned together.

Where only part of a bundle is returned, we may recalculate the refund using the price that would have applied to the retained products without the bundle discount.

Free gifts, promotional products and accessories supplied on condition of purchasing another product must also be returned when the qualifying product is returned.

If a promotional item is not returned, its reasonable value may be deducted from the refund to the extent permitted by law.

24. Combined Returns

Products from the same order or different orders may be returned in one parcel only where:

• each product has been separately declared in the return request;

• the applicable return references are included;

• all order numbers are clearly identified; and

• Funsex.eu has confirmed that the products may be combined.

Failure to identify each returned product may delay processing.

25. Mandatory Consumer Rights and Applicable Law

This policy is governed by Italian law.

Where Funsex.eu directs its commercial activities to consumers in another country, the choice of Italian law does not deprive the consumer of mandatory protections available under the law of their country of habitual residence, where applicable.

Nothing in this policy excludes or limits rights granted under:

• Directive 2011/83/EU on consumer rights;

• Directive (EU) 2019/771 on contracts for the sale of goods;

• Italian Legislative Decree No. 206/2005, as amended, known as the Consumer Code; or

• other applicable mandatory consumer protection legislation.

Where a provision of this policy conflicts with mandatory consumer law, the mandatory legal provision will prevail.

26. Contact Information

For cancellations, withdrawals, returns, refunds, delivery claims or legal-guarantee requests, contact:

ASPIRE ZONE S.R.L.
Trading as Funsex.eu
Via Federico Paolini 113
00122 Rome, Italy

Email: info@funsex.eu
VAT number: IT18057991004

Do not return products to this address unless it is confirmed in the return instructions.

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Model Withdrawal Form

Complete and send this form only if you wish to withdraw from the contract. You may also submit any other clear and unequivocal statement by email.

To:

ASPIRE ZONE S.R.L.
Trading as Funsex.eu
Via Federico Paolini 113
00122 Rome, Italy
Email: info@funsex.eu

I/We hereby give notice that I/we withdraw from the contract for the sale of the following goods:

Product or products:

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Order number:

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Ordered on:

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Received on:

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Name of consumer or consumers:

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Address of consumer or consumers:

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Email address:

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Signature of consumer or consumers, only if submitted on paper:

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Date:

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