Changing your mind, and what happens if something is wrong.

1. The 14-day right of withdrawal

If you are a consumer in the EU, Article 9 of Directive 2011/83/EU gives you 14 calendar days to withdraw from a distance purchase without giving any reason and without penalty.

When the 14 days start. On the day you, or a person you named other than the carrier, take physical possession of the goods. If an order is delivered in several parcels, the clock starts on the day you receive the last one.

How to withdraw. Tell us in a clear statement before the 14 days are up. Email hello@onyxbunny.com with your order number, or use the model withdrawal form. You do not have to use the form, and you do not have to give a reason. Sending the notice inside the 14 days is enough — the goods themselves may be returned afterwards.

Then send the goods back. You have a further 14 days from sending your notice to dispatch the goods. Use a tracked service and keep the proof of postage; without it we cannot confirm the goods were sent, and you carry the risk of a parcel that never arrives.

Return address. Onyx Bunny, Vakaris Pupkus, Bajorų 1, Verdulių kaimas, LT-77155 Šiauliai, Lithuania. Returns are never sent to China, whatever address the parcel arrived from. Email us before you post anything so we can log the return against your order — an unannounced parcel with nothing identifying the order inside is very hard to match to a refund. If we ever need you to use a different address for a particular return, we will confirm it in writing first.

2. The hygiene exception — read this before you open anything

Article 16(e) of the same Directive removes the right of withdrawal for sealed goods which are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery.

Almost everything we sell is an intimate item supplied with a hygiene seal. In practice:

• Seal intact, packaging complete, item unused — full right of withdrawal, refund as set out below.
• Seal opened or broken — the right of withdrawal no longer applies to that item, and we cannot accept it back. This is true even if the item was never used.
• The outer parcel and the box — opening those is fine. Only the hygiene seal on the item itself matters.

You are told about this exception on the product page, in the basket and again at checkout, where you must confirm you have read it before you can order. That confirmation is recorded with your order.

Items that are not sealed intimate goods — for example restraint hardware, cuffs, floggers, storage cases — are returnable under the normal 14-day right provided they are unused, complete and in their original packaging.

This exception never applies to a product that is faulty, damaged, or not what you ordered. See section 5.

3. Condition of returned goods

You may handle goods as you would in a shop to establish their nature, characteristics and functioning. You are liable for any reduction in value caused by handling beyond that. In plain terms: you may look at it and check it is what you ordered; you may not use it and then send it back.

Returned goods must be complete — all parts, keys, cables, chargers, pouches and the original packaging. We may reduce a refund to reflect a genuine loss in value, and we will tell you the amount and the reason before we do.

4. Who pays for what

Where we refund outbound shipping on a change of mind, we refund the cost of our standard delivery. If you chose and paid for a faster service, the difference is not refunded.

5. Faulty, damaged or wrong items

These are separate legal rights and they are not affected by the hygiene rule or by the 14-day clock. Under Directive (EU) 2019/771 goods must match their description, be of satisfactory quality, and be fit for their ordinary purpose, and you have a legal guarantee of two years from delivery.

Tell us as soon as you reasonably can at hello@onyxbunny.com, with the order number, a description of the problem and photographs where possible. Depending on the fault we will repair, replace, reduce the price or refund. We pay return postage, and we will tell you how to return it — for a hygiene-sealed item that has been opened we will usually ask for photographs rather than a return.

If a product has a safety defect — a sharp edge, a broken fastening, a battery that overheats — stop using it immediately and tell us. See reporting a safety problem.

6. How and when you get your money back

We refund to the original payment method. We do not issue store credit instead of a refund unless you ask for it.

For a withdrawal, we refund within 14 days of the earlier of: the day the goods come back to us, or the day you give us proof that you have sent them. For a faulty item we refund without undue delay once the fault is confirmed.

The refund covers the price of the goods and the standard outbound delivery cost, less any deduction for reduced value under section 3. You pay nothing for the refund itself.

How long the money takes to appear depends on your bank, typically three to ten business days after we issue it.

7. Cancelling before dispatch

An order that has not yet been dispatched can be cancelled at any time by replying to your order confirmation email. There is no charge, and any payment is refunded in full. While payment onboarding is still in progress, an unpaid order can simply be left unpaid — nothing will ship and nothing will be charged.

8. What we cannot take back

• Sealed intimate goods whose hygiene seal has been opened (section 2).
• Items made to your specification or clearly personalised.
• Items returned incomplete, or without a return authorisation from us.
• Items damaged by use contrary to the supplied warnings and instructions.

None of these exclusions affect your rights in relation to faulty goods.

9. Contact

Email hello@onyxbunny.com or call +370 641 95795. Please include your order number. We reply within two business days.

Seller identity and registered address are on the imprint. This policy forms part of the terms and conditions.