Refund policy
1. Refund policy (Returns, Exchanges, Cancellations)
Your right to cancel
If you are in the European Union, you can cancel your order for any reason within 14 days of the day you (or someone you nominated) received it. You do not need to give a reason.
To cancel, email us at [CONTACT EMAIL] with your order number and tell us you want to return the item. You can use the cancellation form at the bottom of this page, but you do not have to. Then send the item back within 14 days of telling us.
What can be returned
Harnesses and silicone products (packers, dildos, pack and play items) can be returned within the 14-day window as long as they are unused, undamaged, and in their original packaging.
Underwear, including packing boxers and briefs, is sealed for hygiene reasons and cannot be returned once the seal is broken. Unopened underwear with the seal intact can be returned within the 14-day window.
Items that arrive damaged, faulty, or not as described are covered separately under "Faulty items" below, and the restrictions above do not apply.
Where to send returns
Emery Mergelweg 183 6212 XD Maastricht Netherlands
You pay the cost of return shipping. We recommend a tracked service, because we cannot refund a return that does not reach us. Do not send returns to our US address; they will not be processed.
Refunds
Once we receive your return, we will refund the full price of the item plus the standard outbound shipping you paid, to your original payment method, within 14 days. If you chose a faster shipping option at checkout, we refund the standard rate only.
If an item comes back used, damaged, or without its packaging, we may reduce the refund to reflect the loss in value.
Exchanges
We do not offer direct exchanges. If you need a different size or colour, return the original for a refund and place a new order.
Faulty items
Every product we sell comes with a 2-year legal guarantee under EU law. If an item is faulty, arrives damaged, or is not what you ordered, contact us at [CONTACT EMAIL] with your order number and a photo. We will replace it or refund it, and we cover the return shipping.
Received the wrong item?
Contact us right away with a photo of the incorrect item, your receipt or packing slip, and your order number. We will sort it out at no cost to you.
Cancelling before it ships
If you want to cancel before your order has shipped, email us as soon as possible. Once an order has been handed to our fulfilment partner we cannot stop it, but you can still return it under the rules above.
Cancellation form (optional)
To: FTM USA, [CONTACT EMAIL] I hereby give notice that I cancel my contract for the following goods: Ordered on / received on: Order number: Name: Address: Date: