Given the nature of our products, we do not accept returns due to hygiene reasons. Please understand that this is the normal practice within the sex toy industry. 

If your item arrived in a damaged condition or if you received the wrong product, you may return it under certain conditions. To be eligible for a return due to defect, your item must be unused and in the same condition that you received it. Warranty Claims for manufacturing defects must be made within 3 days after receiving the product.

Warranty for Premium Sex Toys:
All Premium Sex Toys purchases are covered by our 6-months product guarantee. If anything goes wrong with your product, we'll replace it for up to 6 months after purchase. Defective items must be reported and returned within the warranty period. Only for Premium Sex Toys not for Deardolls sex dolls.

How to return?

1. Contact us via Help Center or mail us to service@dearserena.com

2. Describe your problems and attach some evidence such as photos or videos. Provide your Name and your order number. Package your return securely. Include as much original packaging as possible.

3. Take it to the post office and send to: 
Griegstrasse 1-3/11/17, 1200 Vienna, Austria

4. After it has been processed, a replacement or a refund (+shipping cost) will be issued.

Note: Depending on where you live, the time it may take for your exchanged product to reach you, may vary.