Terms of Service
Last Updated: March 20th, 2025
These Terms & Conditions govern all purchases made on sensu-elle.com, operated by Sensuelle Fantasy s.r.o., registered at Pštrossova 1921/9, Nové Město, 110 00 Praha 1, Czech Republic, Company ID: 21727856 (hereinafter referred to as "SensuElle").
By using this website and placing an order, you agree to these Terms & Conditions and confirm that you are 18 years or older.
1. General Provisions
Applicable Law: Purchases on sensu-elle.com are governed by Czech law.
Product Origin: All products are sourced from verified importers and distributors within the EU.
Language: Product information is primarily provided in English and Czech.
Terms Updates: SensuElle may update these Terms & Conditions. Any changes will be communicated via email and/or website updates.
2. Ordering & Payments
2.1 Placing an Order
All information on sensu-elle.com is for informational purposes only and does not constitute a binding offer.
An order becomes binding once confirmed by SensuElle via email.
By placing an order, you agree to these Terms & Conditions.
2.2 Payment Methods
We accept the following secure payment options:
Credit/Debit Card
QR Code Payments
Bank Transfer
Cash on Delivery (COD)
Online Banking Payment Buttons
Payment processing is handled by Comgate, a.s. (www.comgate.cz).
3. Shipping & Delivery
3.1 Processing & Delivery Times
Orders in stock are shipped within 1-2 business days if placed before 14:00 CET.
Delivery times depend on the courier and shipping destination.
Customers receive email and/or SMS notifications for order updates.
3.2 Uncollected Shipments
If an order with Cash on Delivery (COD) is not collected, a contractual penalty of 500 CZK will be charged to cover shipping and handling costs.
3.3 Damaged Shipments
Upon delivery, you must inspect the package for damage.
If damaged, file a claim with the courier within 3 days.
Unclaimed damaged packages will be replaced as soon as possible.
4. Returns & Refunds
4.1 14-Day Return Policy
Customers may return products within 14 days of delivery under these conditions:
✅ Unused, undamaged, and in original packaging
✅ All included accessories and documentation are intact
✅ Seals and hygienic packaging are unbroken
4.2 Refund Processing
Refunds will be issued within 14 days after the returned item is received.
Shipping fees are non-refundable, except for defective items.
4.3 Non-Returnable Items
🚫 Opened hygiene-sensitive items cannot be returned for health & safety reasons.
🚫 Items purchased by business entities are not eligible for returns.
5. Order Cancellation
5.1 Customer Cancellation
You may cancel an order via email if it has not yet been confirmed or shipped.
5.2 Cancellation by SensuElle
SensuElle may cancel an order if:
The product is discontinued or out of stock.
There is a significant price change due to supplier updates.
Customers will be notified via email. If payment has already been made, a full refund will be issued.
6. Warranty & Defective Goods
6.1 Warranty Coverage
SensuElle guarantees that all products:
✅ Match the product description and advertised quality
✅ Are suitable for their intended purpose
✅ Comply with all legal regulations
6.2 Customer Rights for Defective Products
If a product is defective, customers may request:
A replacement
A repair (if applicable)
A refund (if the defect is significant)
A reasonable discount if other options are unavailable
6.3 Filing a Warranty Claim
Customers must inform SensuElle via email at info@sensu-elle.com before returning an item.
Returns must be sent using a registered shipping method to avoid loss.
If the claim is approved, SensuElle will cover return shipping costs.
7. Usage & Safety Instructions
7.1 Safe Use of Products
All SensuElle products include detailed usage & safety instructions in the package.
Customers must follow these instructions to ensure safe use.
7.2 Important Guidelines
🚫 Only waterproof-marked toys are safe for water use.
🚫 Ensure battery compartments are properly sealed before water use.
🚫 Some toys require AAA or AA batteries (not included unless stated).
SensuElle is not responsible for damages or injuries caused by misuse or failure to follow instructions.
8. Gift Policy
If an order includes a free gift (marked as “free”), the gift must be returned if the customer:
Requests a refund.
Uses the 14-day return policy.
9. Dispute Resolution
9.1 Alternative Dispute Resolution (ADR)
If a dispute arises, customers can seek out-of-court resolution through:
📌 The Czech Trade Inspection Authority (COI) – www.coi.cz
📌 The European Online Dispute Resolution (ODR) platform – webgate.ec.europa.eu/odr
10. Limitation of Liability
SensuElle is not responsible for inaccuracies in third-party information displayed on the website.
Customers are responsible for providing accurate shipping and contact details.
SensuElle reserves the right to update prices and product availability without prior notice.
11. Contact Information
📩 Email: info@sensu-elle.com
📍 Registered Address: Sensuelle Fantasy s.r.o., Pštrossova 1921/9, Nové Město, 110 00 Praha 1, Czech Republic
For warranty claims or returns, contact our customer support before shipping items back.