Return & Refund Policy

Last updated: June 2026

1. Right of Withdrawal (EU Customers)

If you are located in the European Union, you have the right to withdraw from your purchase within 14 calendar days from the day you (or a third party you designate) receive the goods, without giving any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU).

To exercise your right of withdrawal, please notify us before the 14-day period expires by contacting us at support@xmperor.com or by completing and submitting our Model Withdrawal Form.

We will reimburse all payments received from you, including standard delivery costs, within 14 calendar days of receiving your withdrawal notice (or from the day we receive the returned goods, whichever is earlier). Reimbursement will be made using the same payment method you used for the original transaction, at no cost to you.

Return shipping costs: You are responsible for the direct cost of returning the goods.

2. Hygiene Exception — Sealed Intimate Products

In accordance with Article 16(e) of EU Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery.

Because our products are intimate personal care items, once the original sealed packaging has been opened, the right of withdrawal is forfeited for hygiene reasons. Only products that remain in their original, unopened, and sealed condition are eligible for return under the 14-day withdrawal right.

3. General Return Policy

For customers outside the EU, or for returns outside the 14-day withdrawal window, the following policy applies:

• Unopened & sealed items: Eligible for return within 30 days of delivery for a full refund, minus a 15% restocking fee.
• Opened items: Not eligible for return due to hygiene reasons.
• Defective or damaged items: Contact us within 30 days of delivery. We will arrange a replacement or full refund at no cost to you.
• Sale items & gift cards: Not eligible for return or refund.

4. How to Initiate a Return

Contact us at support@xmperor.com with your order number and reason for return. Do not send items back without prior authorization.

5. Refund Processing

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 14 calendar days of receiving the returned goods. Refunds are issued to the original payment method.

6. Warranty

All products come with a 2-year replacement warranty covering manufacturing defects. This warranty does not cover damage caused by improper use, use of non-water-based lubricants, or incorrect cleaning. Product registration is required to activate the 5-year quality guarantee.

7. Contact Us

For any questions about returns or refunds, please contact:
BSheng Trading Co., Limited
Email: support@xmperor.com