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Returns and complaints

We use to be also customers, so we know that complaints or returns may not be a very pleasant thing. However, we do our best to ensure that you have all the comfort you have.

All goods for complaint or exchange must be in accordance with the complaint rules.

Withdrawal from the purchase contract

If it happens that you have chosen the wrong goods, either for yourself or as a gift, you do not have to hang your head. Unpacked and undamaged goods can be returned within 14 days without giving reasons.

Our complaint form will be used to return the goods. Write us in the note that he wants to return the goods. If the goods were paid for other than by credit card, also add the account number to the note to which we have to return the money. As soon as we receive unwanted products, we will send you the money (but no later than within 14 days of receiving the goods).

If you return some items from the order, please do not open the sealed goods. If any of the hygienic seals are damaged in any way, we cannot take back such goods. Such seals include, but are not limited to, sealing stickers, sealed plastic containers, goods in protective foils.

Erotic toys fall into a special category of goods, which are required for maximum hygiene of the goods.

Underwear falls into the same category. Please do not try on bare skin and do not cut the attached labels unless you are sure you will want to keep it.

Unfortunately, we cannot accept hosiery (including catsuits / bodystockings and fishnet dresses) after trying it out. This type of material stretches and no longer returns to its original state. It is a very delicate material. Thank you very much for your understanding.

I want to return the goods

I want to exchange goods

Does the size of the laundry not fit or is the product too large? Whatever the reason, you can exchange unsuitable goods on Erosstar within the first 14 days of receiving the goods.

The exchange is free of charge and we will send you the exchanged goods completely free of charge. All you have to pay is any difference in price. Our online complaint form can be used to exchange goods. Write us in the note which goods you would like to receive instead of the unsuitable one. After successful completion, send us the package with the goods back. After receiving the shipment immediately (if it is in stock), we will send you the selected goods.

The goods you want to exchange are subject to the same conditions as you would like them to be returned. The conditions are governed by the complaint procedure. Please read the section "Withdrawal from the purchase contract" in detail, where the conditions are stated.

I want to exchange goods

I got different product

We apologize for the inconvenience. Please write us a complaint via our complaint form and send us the goods back. After receiving the complaint immediately (if it is in stock), we will send the correct goods. All for free, of course.

I want to exchange goods

Product does not work, I want to get it fixed

We try to reduce the risk to a minimum by selecting only reliable products for you. Unfortunately, even with the highest quality pieces, something can go wrong here and there.

You have a 2-year warranty on all goods in our e-shop. So if goods come that don't do what they have, or you find a defect after that, let us know. We will do our best to satisfy you in order to resolve the complaint to your satisfaction.

Our simple online complaint form will be used to create a complaint. After successfully completing the form, send us a naughty product. By law, we have 30 days to settle the complaint, but we always try to resolve the complaint as soon as possible, so that you have a product at home that you can fully enjoy.

I want to fix the product

Delivery of goods to us

Erosstar tries to make everything easier and more comfortable. There are several options to choose from. We recommend using the free delivery service from us. Handing over a shipment is simple, fast and overall most convenient.

You will fill in all the information about the problem with the goods in the complaint form. Please add the account number for any refunds in the note. If you also want to add a handwritten letter, nothing will go wrong. Add a copy of the invoice as part of it (applies only to goods purchased at the branch).

If you want to withdraw from the contract, the goods must be in the original packaging with an intact seal. We do not need the original packaging in the case of the claimed goods.

Available ways to send back to Erosstar

  • Packeta

    This method of sending to Erosstar is completely free. The handling is simple and also the most convenient. The shipment can be sent via any branch of the Mail Order, which also functions as a delivery point. You can find your nearest branch on Packeta website (there are over 4,000 in the Czech Republic and Slovakia).

    If you have chosen to send via Mail Order in the complaint form, the Mail Order will send you a label that belongs to the package within about half an hour. You can hand in the package for free, and you no longer pay anything.

  • Shipping on your own

    Send or deliver the defective goods to the complaints department, which can be found at this address:

    HEXATRADE COMPANY s.r.o. – RMA, Cejl 34/91, Brno 60200, Czechia

    We will make sure that you receive new or repaired goods as soon as possible.

  • In store check in

    If you have a way around, come to our store, where we will solve all the essentials with you.

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