Terms & Conditions

Last updated March 2026

Table of Contents:

Article 1 – Definitions
Article 2 – Identity of the Entrepreneur
Article 3 – Applicability
Article 4 – The Offer
Article 5 – The Agreement
Article 6 – Right of Withdrawal
Article 7 – Obligations of the Consumer During the Cooling-off Period
Article 8 – Exercise of the Right of Withdrawal by the Consumer and the Costs Thereof
Article 9 – Obligations of the Entrepreneur in Case of Withdrawal
Article 10 – Exclusion of the Right of Withdrawal
Article 11 – The Price
Article 12 – Performance of the Agreement and Additional Guarantee
Article 13 – Delivery and Execution
Article 14 – Duration Transactions: Duration, Termination and Renewal

Article 15 – Email Marketing
Article 16 – Payment
Article 17 – Complaints Procedure
Article 18 – Disputes
Article 19 – Additional or Deviating Provisions

Article 20 – Refund without return

Article 1 – Definitions

In these terms and conditions, the following definitions shall apply:

1. Additional agreement: an agreement whereby the consumer acquires products, digital content and/or services in connection with a distance contract and these goods, digital content and/or services are supplied by the entrepreneur or by a third party on the basis of an arrangement between that third party and the entrepreneur;
2. Cooling-off period: the period within which the consumer may make use of his right of withdrawal;
3. Consumer: the natural person who is not acting for purposes relating to his trade, business, craft or profession;
4. Day: calendar day;
5. Digital content: data which are produced and supplied in digital form;
6. Duration agreement: an agreement which extends to the regular supply of goods, services and/or digital content during a specified period;
7. Durable medium: any instrument – including email – which enables the consumer or entrepreneur to store information addressed personally to him in a way accessible for future consultation or use during a period that is aligned with the purpose for which the information is intended, and which allows the unchanged reproduction of the information stored;
8. Right of withdrawal: the possibility for the consumer to withdraw from the distance contract within the cooling-off period;
9. Entrepreneur: the natural or legal person who offers products, (access to) digital content and/or services remotely to consumers;
10. Distance contract: an agreement concluded between the entrepreneur and the consumer within the framework of an organised system for distance sales of products, digital content and/or services, whereby, up to and including the conclusion of the agreement, exclusive or joint use is made of one or more means of distance communication;
11. Model withdrawal form: the European model withdrawal form included in Annex I to these terms and conditions. Annex I does not have to be made available if the consumer has no right of withdrawal in relation to his order;
12. Means of distance communication: means that can be used for concluding an agreement, without the consumer and entrepreneur having to be together in the same place at the same time.

Article 2 – Identity of the Entrepreneur

Name of entrepreneur: EliteToys BV
Trading under the name/names:

• EroGoods

Registered office address:
Transportweg 11
9645 KZ Veendam
The Netherlands

Chamber of Commerce number: 95461922
VAT number: NL867140501B01

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Availability:
As communicated on our website and/or customer service pages.

Article 3 – Applicability

1. These general terms and conditions apply to every offer made by the entrepreneur and to every distance contract concluded between the entrepreneur and the consumer.
2. Before the distance contract is concluded, the text of these general terms and conditions shall be made available to the consumer. If this is not reasonably possible, the entrepreneur shall, before the distance contract is concluded, indicate in what way the general terms and conditions may be inspected at the entrepreneur’s premises and that they will be sent free of charge to the consumer as soon as possible upon request.
3. If the distance contract is concluded electronically, then, contrary to the previous paragraph and before the distance contract is concluded, the text of these general terms and conditions may be made available to the consumer electronically in such a way that the consumer can easily store them on a durable medium. If this is not reasonably possible, it shall be indicated before the distance contract is concluded where the general terms and conditions can be consulted electronically and that, at the consumer’s request, they will be sent free of charge either electronically or in another manner.
4. In the event that specific product or service conditions apply in addition to these general terms and conditions, the second and third paragraphs shall apply accordingly and, in the event of conflicting conditions, the consumer may always invoke the applicable provision that is most favourable to him.

Article 4 – The Offer

1. If an offer has a limited period of validity or is made subject to conditions, this shall be expressly stated in the offer.
2. The offer contains a complete and accurate description of the products, digital content and/or services offered. The description is sufficiently detailed to enable the consumer to make a proper assessment of the offer. If the entrepreneur makes use of images, these shall be a truthful representation of the products, services and/or digital content offered. Obvious mistakes or obvious errors in the offer shall not bind the entrepreneur.
3. Every offer contains such information that it is clear to the consumer what rights and obligations are attached to acceptance of the offer.

Article 5 – The Agreement

1. Subject to the provisions of paragraph 4, the agreement shall be concluded at the moment the consumer accepts the offer and fulfils the conditions set thereby.
2. If the consumer has accepted the offer electronically, the entrepreneur shall immediately confirm receipt of acceptance of the offer electronically. As long as receipt of this acceptance has not been confirmed by the entrepreneur, the consumer may dissolve the agreement.
3. If the agreement is concluded electronically, the entrepreneur shall take appropriate technical and organisational measures to secure the electronic transfer of data and shall ensure a safe web environment. If the consumer can pay electronically, the entrepreneur shall observe appropriate security measures for that purpose.
4. Within legal frameworks, the entrepreneur may obtain information on whether the consumer is able to fulfil his payment obligations, as well as all facts and factors relevant to a responsible conclusion of the distance contract. If, on the basis of this investigation, the entrepreneur has good grounds not to enter into the agreement, he is entitled to refuse an order or request, giving reasons, or to attach special conditions to the execution thereof.
5. At the latest upon delivery of the product, service or digital content to the consumer, the entrepreneur shall send the following information in writing or in such a way that it may be stored by the consumer in an accessible manner on a durable medium:
   a. the visiting address of the entrepreneur’s establishment where the consumer may lodge complaints;
   b. the conditions under which and the manner in which the consumer may exercise the right of withdrawal, or a clear statement regarding the exclusion of the right of withdrawal;
   c. information on guarantees and existing after-sales service;
   d. the price, including all taxes, of the product, service or digital content; where applicable, the costs of delivery; and the method of payment, delivery or performance of the distance contract;
   e. the requirements for terminating the agreement if the agreement has a duration of more than one year or is of indefinite duration;
   f. if the consumer has a right of withdrawal, the model withdrawal form.
6. In the event of a duration transaction, the provision in the previous paragraph applies only to the first delivery.

Article 6 – Right of Withdrawal

For products:

1. The consumer may dissolve an agreement relating to the purchase of a product during a cooling-off period of at least 14 days without giving any reason. The entrepreneur may ask the consumer about the reason for withdrawal, but may not oblige him to state his reason(s).
2. The cooling-off period referred to in paragraph 1 shall commence on the day after the consumer, or a third party designated in advance by the consumer who is not the carrier, has received the product, or:
   a. if the consumer has ordered multiple products in the same order: the day on which the consumer, or a third party designated by him, has received the last product. The entrepreneur may, provided he has clearly informed the consumer of this prior to the ordering process, refuse an order for multiple products with different delivery times;
   b. if the delivery of a product consists of different consignments or parts: the day on which the consumer, or a third party designated by him, has received the last consignment or the last part;
   c. in the case of agreements for regular delivery of products during a specified period: the day on which the consumer, or a third party designated by him, has received the first product.

For services and digital content not supplied on a tangible medium:

3. The consumer may dissolve a service agreement and an agreement for the supply of digital content not supplied on a tangible medium during at least 14 days without giving any reason. The entrepreneur may ask the consumer about the reason for withdrawal, but may not oblige him to state his reason(s).
4. The cooling-off period referred to in paragraph 3 shall commence on the day following the conclusion of the agreement.

Extended cooling-off period for products, services and digital content not supplied on a tangible medium if information about the right of withdrawal has not been provided:

5. If the entrepreneur has not provided the consumer with the legally required information about the right of withdrawal or the model withdrawal form, the cooling-off period shall expire twelve months after the end of the original cooling-off period determined in accordance with the previous paragraphs of this Article.
6. If the entrepreneur has provided the consumer with the information referred to in the previous paragraph within twelve months after the commencement date of the original cooling-off period, the cooling-off period shall expire 14 days after the day on which the consumer received that information.

Additional note for EU and UK sales: the 14-day withdrawal framework is a core EU consumer right for distance contracts. For UK sales, local consumer rights may also apply depending on the contract structure and destination, but import VAT, customs procedures and border formalities do not remove the customer’s statutory rights under the applicable contract terms.

Article 7 – Obligations of the Consumer During the Cooling-off Period

1. During the cooling-off period, the consumer shall handle the product and packaging with care. He shall only unpack or use the product to the extent necessary to establish the nature, characteristics and functioning of the product. The guiding principle is that the consumer may only handle and inspect the product as he would be allowed to do in a shop.
2. The consumer shall only be liable for any diminished value of the product resulting from handling the product in a way that goes beyond what is permitted in paragraph 1.
3. The consumer shall not be liable for diminished value of the product if the entrepreneur has not provided him with all legally required information about the right of withdrawal before or at the conclusion of the agreement.

Article 8 – Exercise of the Right of Withdrawal by the Consumer and the Costs Thereof

1. If the consumer makes use of his right of withdrawal, he shall notify the entrepreneur within the cooling-off period by means of the model withdrawal form or in another unequivocal manner.
2. As soon as possible, but within 14 days from the day following the notification referred to in paragraph 1, the consumer shall return the product or hand it over to (an authorised representative of) the entrepreneur. This is not required if the entrepreneur has offered to collect the product himself. In any case, the consumer has observed the return period if he returns the product before the cooling-off period has expired.
3. The consumer shall return the product with all supplied accessories, if reasonably possible in its original condition and packaging, and in accordance with the reasonable and clear instructions provided by the entrepreneur.
4. The risk and burden of proof for the correct and timely exercise of the right of withdrawal shall lie with the consumer.
5. The consumer shall bear the direct costs of returning the product. If the entrepreneur has not stated that the consumer must bear these costs, or if the entrepreneur indicates that he will bear the costs himself, the consumer shall not have to bear the costs of return.
6. If the consumer withdraws after having first expressly requested that the performance of the service or the supply of gas, water or electricity not made ready for sale in a limited volume or specific quantity begins during the cooling-off period, the consumer shall owe the entrepreneur an amount proportionate to that part of the obligation fulfilled by the entrepreneur at the moment of withdrawal, compared with the full performance of the obligation.
7. The consumer shall bear no costs for the performance of services or the supply of water, gas or electricity not made ready for sale in a limited volume or quantity, or for the supply of district heating, if:
   a. the entrepreneur has not provided the consumer with the legally required information about the right of withdrawal, the reimbursement of costs upon withdrawal, or the model withdrawal form; or
   b. the consumer has not expressly requested the commencement of the performance of the service or the supply of gas, water, electricity or district heating during the cooling-off period.
8. The consumer shall bear no costs for the full or partial supply of digital content not supplied on a tangible medium if:
   a. prior to the supply thereof, he has not expressly agreed to the commencement of performance of the agreement before the end of the cooling-off period;
   b. he has not acknowledged losing his right of withdrawal when giving his consent; or
   c. the entrepreneur has failed to confirm this declaration by the consumer.
9. If the consumer exercises his right of withdrawal, all additional agreements shall be dissolved by operation of law.

Article 9 – Obligations of the Entrepreneur in Case of Withdrawal

1. If the entrepreneur makes the notification of withdrawal by the consumer possible electronically, he shall immediately send an acknowledgement of receipt after receiving this notification.
2. The entrepreneur shall reimburse all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product, without delay but within 14 days following the day on which the consumer notifies him of the withdrawal. Unless the entrepreneur offers to collect the product himself, he may wait with reimbursement until he has received the product or until the consumer demonstrates that he has returned the product, whichever occurs first.
3. The entrepreneur shall use the same means of payment that the consumer used for reimbursement, unless the consumer agrees to another method. Reimbursement shall be free of charge to the consumer.
4. If the consumer has chosen a more expensive method of delivery than the cheapest standard delivery, the entrepreneur does not have to reimburse the additional costs for the more expensive method.

Article 10 – Exclusion of the Right of Withdrawal

The entrepreneur may exclude the following products and services from the right of withdrawal, but only if the entrepreneur has clearly stated this in the offer, at least in time before the conclusion of the agreement:

1. Products or services whose price is subject to fluctuations in the financial market over which the entrepreneur has no influence and which may occur within the withdrawal period;
2. Agreements concluded during a public auction. A public auction is understood to mean a sales method whereby products, digital content and/or services are offered by the entrepreneur to the consumer who is personally present or given the opportunity to be personally present at the auction, under the direction of an auctioneer, and whereby the successful bidder is obliged to purchase the products, digital content and/or services;
3. Service agreements, after full performance of the service, but only if:
   a. the performance has begun with the consumer’s express prior consent; and
   b. the consumer has declared that he loses his right of withdrawal as soon as the entrepreneur has fully performed the agreement;
4. Package holidays as referred to in Article 7:500 of the Dutch Civil Code and agreements for passenger transport;
5. Service agreements for the provision of accommodation, if a specific date or period of performance is provided for in the agreement and other than for residential purposes, transport of goods, car rental services and catering;
6. Agreements relating to leisure activities, if the agreement provides for a specific date or period of performance thereof;
7. Products manufactured according to the consumer’s specifications, which are not prefabricated and which are made on the basis of an individual choice or decision of the consumer, or which are clearly intended for a specific person;
8. Products that spoil quickly or have a limited shelf life;
9. Sealed products which are not suitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery;
10. Products which, after delivery, are irrevocably mixed with other products by their nature;
11. Alcoholic beverages the price of which has been agreed upon at the conclusion of the agreement, but the delivery of which can only take place after 30 days, and the actual value of which depends on fluctuations in the market over which the entrepreneur has no influence;
12. Sealed audio, video recordings and computer software, the seal of which has been broken after delivery;
13. Newspapers, periodicals or magazines, with the exception of subscriptions thereto;
14. The supply of digital content other than on a tangible medium, but only if:
    a. the performance has begun with the consumer’s express prior consent; and
    b. the consumer has declared that he thereby loses his right of withdrawal.

For the avoidance of doubt: for EroGoods, products such as sealed intimate products, sex toys, underwear, lingerie, and other hygiene-sensitive items may fall under paragraph 9 if the seal has been broken after delivery and the product is not suitable for return for reasons of health protection or hygiene. This is in line with EU consumer withdrawal exceptions for unsealed goods of this type.

Article 11 – The Price

1. During the validity period stated in the offer, the prices of the products and/or services offered shall not be increased, except for price changes resulting from changes in VAT rates.
2. Contrary to the previous paragraph, the entrepreneur may offer products or services whose prices are subject to fluctuations in the financial market over which the entrepreneur has no influence, at variable prices. This link to fluctuations and the fact that any prices stated are target prices shall be stated in the offer.
3. Price increases within 3 months after the conclusion of the agreement are only permitted if they are the result of statutory regulations or provisions.
4. Price increases from 3 months after the conclusion of the agreement are only permitted if the entrepreneur has stipulated this and:
   a. they are the result of statutory regulations or provisions; or
   b. the consumer has the authority to terminate the agreement with effect from the day on which the price increase takes effect.
5. The prices stated in the offer of products or services include VAT.

Additional provision for EU and UK orders:
For deliveries within the European Union, VAT may be charged in accordance with the applicable EU VAT e-commerce rules, including the One Stop Shop (OSS) system where applicable. For orders shipped to the United Kingdom, prices shown by the entrepreneur may not include UK import VAT, customs duties, import charges, clearance charges or similar levies unless expressly stated otherwise at checkout. Such amounts may be charged by the carrier, customs authorities or other third parties before or upon delivery and shall, where applicable, be borne by the customer. EU OSS remains part of the EU VAT e-commerce framework, and UK import VAT/customs treatment depends on the shipment route and applicable UK rules.

Article 12 – Performance of the Agreement and Additional Guarantee

1. The entrepreneur guarantees that the products and/or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of soundness and/or usability, and the statutory provisions and/or government regulations existing on the date of the conclusion of the agreement. If agreed, the entrepreneur also guarantees that the product is suitable for other than normal use.
2. Any additional guarantee provided by the entrepreneur, his supplier, manufacturer or importer shall never limit the legal rights and claims that the consumer may assert against the entrepreneur under the agreement if the entrepreneur has failed to fulfil his part of the agreement.
3. An additional guarantee shall mean any undertaking by the entrepreneur, his supplier, importer or producer in which he grants the consumer certain rights or claims that go further than he is legally obliged to do in the event that he has failed to fulfil his part of the agreement.

Article 13 – Delivery and Execution

1. The entrepreneur shall observe the greatest possible care when receiving and executing orders for products and when assessing applications for the provision of services.
2. The place of delivery shall be the address made known by the consumer to the entrepreneur.
3. With due observance of what is stated in Article 4 of these general terms and conditions, the entrepreneur shall execute accepted orders with due speed but at the latest within 30 days, unless another delivery term has been agreed. If delivery is delayed, or if an order cannot be executed or can only be executed in part, the consumer shall receive notice thereof no later than 30 days after having placed the order. In that case, the consumer has the right to dissolve the agreement free of charge and is entitled to any compensation.
4. After dissolution in accordance with the previous paragraph, the entrepreneur shall refund the amount paid by the consumer without delay.
5. The risk of damage to and/or loss of products shall rest with the entrepreneur until the moment of delivery to the consumer or a representative previously designated and made known to the entrepreneur, unless expressly agreed otherwise.

Additional provision for international delivery:
For deliveries within the EU, no import customs formalities normally apply within the internal market. For deliveries to the United Kingdom, customs clearance, border delays, import VAT and customs duties may apply depending on the nature, value and route of the shipment. Delivery times quoted by the entrepreneur for UK orders are therefore indicative unless expressly agreed otherwise.

Article 14 – Duration Transactions: Duration, Termination and Renewal

Termination:

1. The consumer may terminate an agreement entered into for an indefinite period and which extends to the regular delivery of products (including electricity) or services at any time, subject to agreed termination rules and a notice period of no more than one month.
2. The consumer may terminate an agreement entered into for a definite period and which extends to the regular delivery of products (including electricity) or services at any time towards the end of the definite period, subject to agreed termination rules and a notice period of no more than one month.
3. The consumer may terminate the agreements referred to in the previous paragraphs:

• at any time and not be limited to termination at a specific time or during a specific period;
• at least in the same manner as they were entered into by him;
• always with the same notice period as the entrepreneur has stipulated for himself.

Renewal:

4. An agreement entered into for a definite period and which extends to the regular delivery of products (including electricity) or services may not be tacitly renewed or extended for a definite period.
5. Contrary to the previous paragraph, an agreement entered into for a definite period and which extends to the regular delivery of daily newspapers, news papers, weekly newspapers and magazines may be tacitly renewed for a definite period of no more than three months, if the consumer may terminate this renewed agreement at the end of the renewal with a notice period of no more than one month.
6. An agreement entered into for a definite period and which extends to the regular delivery of products or services may only be tacitly renewed for an indefinite period if the consumer may terminate it at any time with a notice period of no more than one month. The notice period is at most three months in the event that the agreement extends to the regular, but less than once a month, delivery of daily newspapers, news papers, weekly newspapers and magazines.
7. An agreement of limited duration for the regular introductory delivery of daily newspapers, news papers, weekly newspapers and magazines (trial or introductory subscription) shall not be tacitly continued and shall end automatically after the trial or introductory period has ended.

Duration:

8. If an agreement has a duration of more than one year, the consumer may terminate the agreement at any time after one year with a notice period of no more than one month, unless reasonableness and fairness oppose termination before the end of the agreed duration.

Article 15 – Email Marketing

If the consumer has given prior consent, the entrepreneur may use the consumer’s contact details for sending newsletters, promotional emails, personalised offers, abandoned cart reminders, product recommendations, and other forms of email marketing relating to the entrepreneur’s products and services. For existing customers, the entrepreneur may also use the consumer’s email address to send marketing communications about its own similar products or services, insofar as this is permitted under applicable law and the consumer was given the opportunity to object to such use when the email address was collected and with every subsequent communication. The consumer may unsubscribe from such marketing communications at any time by using the unsubscribe link in the email or by contacting the entrepreneur directly. The entrepreneur shall ensure that all email marketing activities are carried out in accordance with applicable data protection and privacy laws, including the General Data Protection Regulation (GDPR), applicable national rules on electronic communications within the European Union, and, for recipients in the United Kingdom, the Privacy and Electronic Communications Regulations (PECR).

The entrepreneur may use third-party email service providers and marketing automation tools for the purpose of sending email campaigns and measuring their performance, provided that appropriate contractual and technical safeguards are in place to protect personal data. Personal data processed for email marketing purposes shall only be used insofar as necessary for such purposes and in accordance with the entrepreneur’s Privacy Policy.

For the avoidance of doubt, where required by law, no marketing emails shall be sent without the consumer’s valid consent, except where a lawful exception applies, such as the soft opt-in for existing customers under applicable rules. Every marketing email sent by or on behalf of the entrepreneur shall clearly identify the sender and provide a simple and effective means for the recipient to opt out of future marketing communications free of charge.

Article 16 – Payment

1. Insofar as not otherwise provided in the agreement or additional conditions, the amounts owed by the consumer must be paid within 14 days after the start of the cooling-off period, or, in the absence of a cooling-off period, within 14 days after the conclusion of the agreement. In the case of an agreement to provide a service, this period shall commence on the day after the consumer has received confirmation of the agreement.
2. In the sale of products to consumers, the consumer may never be obliged in general terms and conditions to make an advance payment of more than 50%. Where advance payment has been stipulated, the consumer may not assert any right regarding the execution of the relevant order or service(s) before the stipulated advance payment has been made.
3. The consumer has the duty to report inaccuracies in supplied or stated payment details to the entrepreneur without delay.
4. If the consumer fails to fulfil his payment obligation(s) in time, he shall, after having been informed by the entrepreneur of the late payment and after the entrepreneur has granted the consumer a period of 14 days to still fulfil his payment obligations, owe statutory interest on the amount still due if payment is not made within this 14-day period, and the entrepreneur shall be entitled to charge the extrajudicial collection costs incurred by him. These collection costs shall amount to a maximum of: 15% on outstanding amounts up to €2,500; 10% on the following €2,500; and 5% on the next €5,000, with a minimum of €40. The entrepreneur may deviate from the stated amounts and percentages in favour of the consumer.

Article 17 – Complaints Procedure

1. The entrepreneur has a sufficiently publicised complaints procedure and handles complaints in accordance with this complaints procedure.
2. Complaints about the performance of the agreement must be submitted to the entrepreneur fully and clearly described within a reasonable time after the consumer has discovered the defects.
3. Complaints submitted to the entrepreneur shall be answered within a period of 14 days, calculated from the date of receipt. If a complaint requires a foreseeably longer processing time, the entrepreneur shall reply within the 14-day period with an acknowledgement of receipt and an indication of when the consumer can expect a more detailed answer.
4. The consumer must in any event give the entrepreneur 4 weeks to resolve the complaint by mutual consultation. After this period, a dispute arises that is subject to the disputes procedure.

Article 18 – Disputes

1. Agreements between the entrepreneur and the consumer to which these general terms and conditions relate shall be governed exclusively by Dutch law.
2. This choice of law shall not deprive consumers residing in another EU Member State or, where applicable, the United Kingdom, of mandatory consumer protections granted to them by provisions from which no derogation may be made by agreement under the law of their country of habitual residence, insofar as such protections are mandatorily applicable.
3. The former EU Online Dispute Resolution platform is no longer available, as it was discontinued on 20 July 2025. Where applicable, consumers may instead contact the entrepreneur directly with complaints and may also use any competent court, ADR body, consumer authority or redress mechanism available under applicable law.

Article 19 – Additional or Deviating Provisions

Additional provisions or provisions deviating from these general terms and conditions may not be to the detriment of the consumer and must be recorded in writing or in such a manner that they may be stored by the consumer in an accessible way on a durable medium.

Article 20 – Refund without return

In selected cases, Erogoods may, at its sole discretion, grant a refund without requiring the product to be returned. This service is offered as a customer-friendly exception and is not an automatic right.

Once every 12 months, one refund without return may be granted at our discretion. Eligibility is determined by Erogoods on a case-by-case basis and may be limited to specific orders, products, customers or circumstances.

A refund without return will only be considered after the customer has contacted our customer service team and submitted a request through the applicable support channel. Erogoods reserves the right to request additional information before making a decision.

Eligibility may be assessed based on factors including, but not limited to, the order value, the type of product ordered, successful delivery confirmation, account history, return frequency, previous refund activity, complaint history, chargeback history, suspicious order patterns, and whether the order is linked to multiple accounts, email addresses, names, delivery addresses, households or postcodes.

Refund without return may only be granted if tracking or delivery records show that the parcel was successfully delivered. Erogoods may refuse requests where delivery cannot be verified.

This service may be limited to low-value orders only, as determined by Erogoods at the time of review. Erogoods reserves the right to set and adjust the maximum order value eligible for refund without return.

Certain products, categories and order types may be excluded from this service at all times. This may include, without limitation, premium products, bundles, hygiene-sensitive items, misuse-sensitive items, high-risk categories, and any products or orders that Erogoods considers unsuitable for refund without return.

Refund without return is not available to customers with an unusually high return rate, excessive refund activity, repeated complaints, previous chargebacks, suspected abuse, or other indicators of elevated risk.

Erogoods may refuse requests where there are signs of suspicious order behaviour, including but not limited to the use of multiple accounts, mismatched customer information, unusual name and address combinations, repeated requests connected to the same household or delivery location, or other circumstances that may indicate misuse or fraud.

As part of the review process, Erogoods may require the customer to provide supporting information. This may include a selected reason for the request, a short written explanation, confirmation that the product has not been used, and photographs of the unopened product, packaging, seal or shipping box where relevant.

Products that present a hygiene-sensitive or misuse-sensitive risk may be excluded from refund without return, even where the customer states that the item is no longer needed or remains unused.

Erogoods reserves the right, at any time and at its sole discretion, to refuse a refund without return request, request additional evidence, require return of the product, or offer an alternative solution instead.

If there is any doubt regarding eligibility, misuse, fraud risk, product condition, account behaviour, delivery status or compliance with these conditions, return of the product may be required before any refund is issued.

This policy is intended for fair use only. Any attempt to misuse, manipulate or circumvent this policy may result in refusal of the request and, where appropriate, further restriction of account privileges.

This Refund Without Return policy does not limit or replace any statutory consumer rights that may apply under applicable law. It is an additional discretionary service offered by Erogoods and may be changed, restricted or withdrawn at any time to the extent permitted by law.

Disclaimer

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