Last updated: 16 August 2026

Start a return

Email toynerocom@gmail.com before sending anything. Include the order number, item, reason for the request and, for damage or non-conformity, clear photographs. We will provide the correct return instructions and destination. Do not return goods to a factory, dispatch partner or website address without authorisation.

14-day right of withdrawal

Consumers normally have 14 calendar days from the day they, or a nominated recipient, receive the goods to tell us unequivocally that they withdraw from the online contract. After notifying us, the goods must normally be sent back within 14 days.

Hygiene-sealed products

The right of withdrawal does not apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons once the seal has been broken. For intimate products, keep every hygiene seal and protective package intact if you may return the item. Opening ordinary transport packaging alone does not automatically remove the right of withdrawal; the exception is applied only where the legal conditions are met.

Condition and handling

You may inspect goods only as reasonably necessary to establish their nature, characteristics and functioning. You may be responsible for diminished value caused by handling beyond that level. Never test an intimate product on the body if you intend to return it under the change-of-mind right.

Return costs and refunds

For a valid change-of-mind return, the customer bears the direct return cost where this was disclosed before purchase. We refund eligible payments, including the cost of the least expensive standard delivery offered, within the legally required period using the original payment method unless otherwise agreed. We may withhold reimbursement until the goods are received or the customer supplies evidence of return, as permitted by law. Extra cost for an expressly chosen premium delivery method is not refundable beyond standard delivery.

Faulty, damaged or incorrect goods

Hygiene exceptions do not remove rights relating to goods that are faulty, damaged, unsafe, misdescribed or not what was ordered. Contact us promptly and retain the goods and packaging. Where Portuguese consumer law applies, the trader is responsible for lack of conformity that becomes apparent within three years of delivery, with the remedies and evidential rules provided by law. Available remedies may include repair, replacement, price reduction or termination/refund, depending on the circumstances.

Transit damage or missing items

Send photographs of the product, all packaging and the shipping label. Do not dispose of evidence until we respond. ToyNero bears the delivery risk until the customer or nominated recipient receives the goods, except where the customer independently appoints a carrier not offered by us.

Cancellations before dispatch

Contact us immediately. We will try to stop fulfilment, but cannot guarantee cancellation once processing or dispatch has begun. Statutory rights remain unaffected.

Contact

ToyNero – Hanbo Lei, NIF 302048766
Email: toynerocom@gmail.com
Phone: +351 960 099 889
Business address: Rua de Campolide Número 26 B, 1070-036 Lisboa, Portugal.