Refund policy

 

Returns Policy

At XDream, we want you to be completely satisfied with your purchase. If you’re not, we’re happy to accept your return, provided the following criteria are met:

Return Criteria:

  • Item Condition: Items must be in their original condition with all tags attached and hygiene seals intact.

  • No Signs of Use: Items should be free of any personal stains, including marks from makeup, deodorant, or tanning products.

  • Full-Priced Items: Returns are accepted within 14 days of purchase for full-price items.

  • Proof of Purchase: A valid proof of purchase (receipt or order confirmation) is required for returns.

Returning Bundle or Promotional Items:

  • To receive a full refund or credit note on a bundle or promotional purchase, all items in the set must be returned.

  • If you return only a portion of a bundle, the value of the free item(s) will be deducted from your refund.

  • If your purchase included a free gift, it must also be returned in order to process the refund.

Refunds will be issued to the original payment method.

Non-Returnable Items:

Certain items cannot be returned due to hygiene or safety concerns:

  • Lingerie & Swimwear: Items must be in unworn, original condition, with all components (such as straps and removable pieces) intact. Items showing signs of wear or personal stains (like makeup or deodorant) cannot be returned.

  • Hosiery & Latex: Cannot be returned if the packaging or hygiene seals have been opened.

  • Bondage Items: Must be in their original condition, with all components intact (e.g., handcuffs, collar chains).

  • Candles, Oils & Lubricants: These can’t be returned if the packaging is opened or the product is damaged through use.

  • Toys: Items cannot be returned if the hygiene seals are broken. However, faulty toys are covered by a 1-year manufacturer warranty.

  • Gift Cards: All gift card sales are final, and they cannot be refunded or exchanged.

Duties & Taxes:

  • Duties and Taxes: These are non-refundable by XDream. However, if applicable, you may be able to claim a refund directly from your government agency (usually Customs) by submitting the appropriate documents.

Additional Notes:

  • Exchanges: We currently do not offer exchanges. However, you can return your item for a refund or credit note and place a new order if you wish.

  • Return Shipping: Customers are responsible for the cost of return shipping unless the item is faulty or incorrect. We recommend using a tracked service to ensure your return reaches us safely.

Refund Processing: Once your return is received, please allow 5-7 business days for processing. Refunds will be issued to the original form of payment.