Incidents and Returns.
If you have an issue with any of the products you have purchased or have simply changed your mind and wish to return a product, here's how to proceed.
Remember that all Brumasens brand products come with a 3-year warranty from their delivery date*. Other brands may have different warranty periods.
*Products purchased before January 1, 2022, have a 2-year warranty from their delivery date.
Incidents or warranty claims
If you have a problem with a product that is still under warranty, you can request an exchange for an identical product or a gift card. Common issues for toys include, for example:
- Doesn't turn on or vibrate
- Doesn't charge when connected to power
- Doesn't have the vibration modes it should have
You can also request a warranty and replacement if the product arrived in poor condition directly (evident damage to the toy, not aesthetic damage or common mini-defects from the silicone and ABS manufacturing process) or spilled (in the case of liquids).
All products must be returned with their accessories, if any (charger, cable, nozzles, remote control...), for the warranty to apply.
Non-reusable products, such as some types of penis masturbators, condoms, latex barriers, and similar items, can only be covered by warranty if the product is in poor condition or damaged before its single use.
In the event of receiving an incomplete order due to a missing product or component (e.g., cables), customer service must be notified within the first 14 calendar days after receiving the package. After these 14 calendar days, the customer service team reserves the right to deny such claim.
To do this, simply write us an email indicating your order number (usually starting with #2...) and the incident in question to info@brumasens.es. It is necessary to attach photographs or a video of the product so that we can verify the incident and expedite the process.
Once we have received your request, we will proceed to evaluate it and contact you as soon as possible to make the appropriate verifications, and if necessary, we will generate an RMA to track the incident and the replacement process. This process can take up to 30 days.
Returns or withdrawals
You have the right to withdraw from the purchase and return the product or products purchased within the first 365 calendar days from their receipt.
The right of withdrawal and return will not apply to products that, due to their nature and in compliance with current regulations, cannot be returned or may deteriorate, except for a technical fault detected before use. Nor will it apply to any product that has been unsealed or opened after delivery, such as intimate hygiene products, erotic toys, vibrators, menstrual cups, lingerie, underwear, or any other similar product that cannot be returned for hygiene reasons; except for a technical fault detected during use.
Withdrawal will not be applicable to products from warranty claims, nor to individual items from a kit or pack. Color or size changes are not accepted for withdrawals.
Furthermore, content products, both in physical and digital format, such as guides, movies, CDs/DVDs, or books, cannot be returned.
How to contact us
Before making any return, you must contact us via email at info@brumasens.es, indicating your order number. You can also use the contact form.
Once we receive your return request, we will provide you with the available options based on your case. Although not all options may always be available, the options are:
- Refund the corresponding amount using the same payment method used for the purchase in case of withdrawal.*
- Replace with the same item if requesting a warranty.*
- Generate a gift card for future purchases.
- Generate a discount code for future purchases.
*Options not available in all cases. Subject to the type of product purchased, shipping destination, and sales channel used. Ultimately, Brumasens reserves the right to choose the replacement option.
Options for returning to our warehouse are:
- Drop off the package at a Seur pick-up point* (costs apply depending on the case)
- Send by your own means to our warehouse (*Any costs derived from import such as customs duties or tariffs will be deducted from the refund)
Any refund to the customer, as a result of a return, will be made within a maximum of 14 working days once we receive the product in our warehouse.
Costs associated with returns
The withdrawal or cancellation of an order that has already left our warehouse incurs return costs of €4.99 for transportation, which will be deducted from the associated refund once we receive the product.
These return costs (€4.99) cover the return of the product to our logistics center.
The following cases will not incur return costs:
- The order has not left our warehouse, meaning you have not received the tracking number confirming your order is ready.
- The withdrawal is due to a technical fault or defect in the received product (Warranty).
- Due to supply problems or logistical delays, the delivery of your order is 20 calendar days from the purchase date.
- Sending the return to our warehouse by your own means, communicating the tracking number to info@brumasens.es. We explain how below 😉
- If the order was received in multiple packages, a return will have to be made for each of them, with the pertinent shipping costs in each case.
Whenever a product is returned, the customer will receive an email confirming the return and the amount.
If the reason for the return or replacement of the product is an apparent technical fault that later turns out not to exist, and we verify that the product works correctly, the costs generated by the return (€4.99) and the cost of the replaced product will be charged using the payment method used by the customer.
Return by own means
Another option to proceed with withdrawal or return, always by contacting our customer service beforehand, is to proceed with sending the product/s to be returned directly to our warehouse, informing us later of the generated tracking number.
During the return process, our customer service will inform you how to proceed, but here are the steps to follow:
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Package the product or products to be returned, preferably in their original packaging, but if not possible, any box will do as long as it is well sealed. Once the box is sealed, write the RMA# number we provided you by email on the outside of the box, near where you place the label. If you wish, you can also print the RMA email and put it inside the box. It is important that the RMA# number is clearly visible so that we can identify it later.
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Once the package is ready, go to the office of the transport agency of your choice and deposit the box there, providing this shipping address:
PC LOGISTICS CENTRAL
Parque Logístico de Carmona
Calle Abastos 13
C.P. 41410 Carmona (Seville)
*Brumasens will not assume any total or partial costs derived from imports or customs procedures. Consult with the transport agency before proceeding with the shipment.
It is very important to provide our customer service with the tracking number generated with the return.
- You will receive an email when we have received your package and verified the products for the corresponding refund.
*It is the customer's responsibility to ensure the product to be returned arrives at our warehouse in correct condition in order to proceed with the refund or exchange for another product.
Returns
In the event that an order is returned to our facilities for reasons beyond BRUMASENS' control (incorrect or incomplete address, repeated absence during delivery, failure to collect from the agency office or collection point, refusal of shipment, etc.), and said order has been previously paid, the amount of the items will be refunded.
The refund will be made deducting the shipping costs corresponding to the return of the package to our facilities, regardless of whether the initial shipment was free or promotional.
Once the order is received at our facilities and its condition verified, the corresponding payment will be processed using the same payment method used in the purchase, unless expressly indicated by the customer.
If you have any doubts or questions, please contact us.
Last updated: March 3, 2026
