Because of the intimate nature of the items we sell, and for sanitary purposes, we are unable to return or exchange products unless defective. This is for the health, safety and peace of mind of our customers. Any item that is designed to come into contact with any body part or fluid is non-returnable and non-resalable.Once these items leave our warehouse, they are considered used, and therefore cannot be returned.
 

Order cancellations

To cancel an order send us an email as soon as possible to info@oxaan.com. If we have not yet sent the order we will proceed to cancel it without charge.

• If it has already been shipped, you will have to reject it when the carrier goes to make the delivery. Shipping costs are not refundable.
• Compulsory procedures in case of damaged package
• In the event of an incident verified in the presence of the transport company:

Refuse delivery and state clearly and in detail the incident.
Indicate the reason for the rejection of the delivery in the Customer Service of the transport company.

In case of incidents verified without the presence of the transport company:

Report the anomaly to Oxaan Customer Service through the following means:

• Email: info@oxaan.com
• Telephone: 624 795 255 or If calling from outside Spain, +34 624 795 255

The notification of incidents and the formulation of claims must be made as soon as possible and, in any case, within 90 business days from the delivery of the product.

Compulsory procedures in case of missing or damaged product

If an item is found to be defective within 90 days of purchase, we will replace it with the same item. Please click here to contact us, to let us know of the issue. We will then issue you a Return Merchandise Authorization number (RMA) via email and provide instructions on getting the product back to us. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURN IN ORDER FOR IT TO BE PROCESSED. We will not accept any return without one.

It will be essential to take photos of the outer box to check the state in which you have received your shipment in order to process any claim
The Buyer must communicate the absence or degradation of the product to Oxaan's Customer Service through the means specified in the previous section. Oxaan's Customer Service may request any information relating to the identity of the Buyer or recipient of the Order and proceed to as many verifications as are necessary for the case.

What are the reasons for a return?

• If the product is under warranty.
• If the product is defective.
• If the received product has damage caused by transportation.

To process the return you must send us an email to info@oxaan.com indicating the reasons for the return. Oxaan will provide you with the necessary information to return the item.

The right of withdrawal will not be applicable to contracts that refer to:

• The provision of services, once the service has been fully executed, when the execution has begun, with the prior express consent of the consumer and user and with the recognition on their part that they are aware that, once the contract has been fully executed by the employer, you will have lost your right of withdrawal.
• The products will meet the requirements of the Spanish legislation in force. Oxaan will not assume any responsibility in the event of non-compliance with the legislation of the country other than Spain where the product is to be delivered (for example, in the event of a product ban, etc.). It is up to the Buyer to verify before the local authorities of the country other than Spain of delivery of the products the applicable limits for the importation and use of the products and services that he wishes to acquire.
• The supply of goods or the provision of services whose price depends on fluctuations in the financial market that the employer cannot control and that may occur during the withdrawal period.
• The supply of goods made according to the specifications of the consumer and user or clearly personalized.
• The supply of goods that can deteriorate or expire quickly.
• The supply of sealed goods in the categories of Sex Toys, cosmetics for sexual health and lingerie that are not suitable to be returned for reasons of health protection or hygiene and that have been unsealed after delivery.
• The supply of goods that, after their delivery and taking into account their nature, have been mixed inseparably with other goods.
• The supply of sealed applications or video or sealed computer programs that have been unsealed by the consumer and user after delivery.
• The supply of daily press, periodicals or magazines, with the exception of subscription contracts for the supply of such publications.

Once we receive the product(s), we will refund the money according to the payment method you used within 1 to 5 business days.
You will only be responsible for the decrease in value of the goods resulting from handling them other than what is necessary to establish their nature, characteristics or operation.

Return conditions

If a customer cancels its order once it has shipped or refuse the order at time of delivery, we will only refund the amount of the products that he ordered. Shipping costs are not refundable and we will have to apply a 20% restocking fee on all returned items.
Return of products with a gift or promotion. The complete return (full pack or item + gift) will be mandatory in order to proceed with the refund. In the case of products that include app download codes, it will be a requirement not to have downloaded it to proceed with the full payment.

Returns of material without unsealing and in perfect condition will only be accepted during the 90 calendar days after receipt.

Returns of products in blister packs or heat-sealed, and other products that have a broken factory security seal will not be accepted.

Said conditions do not annul the right of guarantee or exchange of defective products. Oxaan reserves the right to deny the return in case of detecting any anomaly in the returned product.

Guarantee
The guarantee does not cover those defects caused by incorrect use of the product and/or handling of it other than what is necessary to establish its nature, characteristics or its operation. In these cases, the consumer must take charge of its repair. Therefore, the following are excluded from the guarantee:

• Defects and deterioration caused by external events, accidents, mainly electrical accidents, wear and tear and use not in accordance with Oxaan's instructions.
• Products modified or repaired by the customer or any other person not authorized by Oxaan, as well as products that are the subject of a specific support contract.

Refunds

Once the refund is approved, it will be paid in the same means of payment in which the order was made, within a period of 24-48 business hours.