Return & Refund Policy

Are you not completely satisfied with your order? You have the right to exchange or return your item within 60 days after receiving it.

Exceptions

Certain exceptions apply to this right, in accordance with our Terms and Conditions. This includes products that are not suitable for return due to health protection or hygiene reasons if the seal has been broken after delivery.

For hygiene reasons, the following items cannot be returned if the seal has been broken:

  • All sex toys, including vibrators and dildos
  • Catsuits, stockings, and tights
  • Wigs
  • Thongs
  • Condoms, tablets, lubricants, and creams
  • Senvia gift cards

Specific Conditions for Sex Toys

Sex toys can only be returned if:

  • The product is unopened
  • The original packaging is intact
  • The seal has not been broken

If you have received a new sex toy but are not satisfied with it, we can only accept the return if the product is completely unopened and still sealed.

How to Return a Product

Would you like to return a product?

  1. First, check whether the item qualifies for return under the conditions above.
  2. Make sure the original packaging and seal are intact.
  3. Register your return by emailing us at support@puresenvia.com and follow the provided instructions.

Received a Defective Product?

If your product arrived defective or damaged, please contact our customer service team immediately. We will help you as quickly as possible.

Order Cancellation

At Senvia, all orders are processed with great care. Because we prepare and package each order carefully, it may sometimes take a little longer before your order is shipped.

Would you like to cancel your order?

You can cancel your order within 1 hour after placing it. After this period, we immediately begin processing and packaging your order, and cancellation is unfortunately no longer possible.

Please note:
Once your package has been shipped, we can no longer stop or cancel the order. However, you may return the package after receiving it, according to our return conditions.