Can I return items?

Yes, you can return items as long as the conditions described below are met.

Under current legislation for distance purchases, you have a period of 14 days after receiving your order to exercise your right of return.

However, due to the intimate nature of the products sold, restrictions apply for reasons of health and hygiene protection.

 

What types of products cannot be returned?

Yes, there are some products that cannot be returned:

• Lingerie products are not eligible for return once the order has been paid, in accordance with safety and hygiene regulations;
• Returns are not accepted for: food products or dietary supplements; creams, oils or lubricants; cosmetic or body application products; intimate hygiene or use items.
• Returns are not accepted for products that, after opening the packaging or breaking the safety seal, cannot be resold for health and hygiene reasons, except in case of manufacturing defect or lack of conformity;
• Returns will not be accepted for products that do not include original packaging, show signs of use, or whose security seal has been removed or broken;
• When returning items, ensure they are properly packaged in their original packaging. Returns with damaged packaging are not accepted;
• Products not purchased from Vibra.pt. All our products include mechanisms that allow identification of their origin;
• Returns are not accepted for any products sent cash on delivery to our offices or warehouse.

 

Intimate products

For strict hygiene and safety reasons, we only accept returns of intimate products that:

• Are fully sealed in original packaging and without any broken seal;

or

• Have a manufacturing defect, anomaly or lack of conformity preventing proper use.

After opening the packaging or breaking the safety seal, we cannot accept returns, as the product is no longer suitable for resale.

This ensures that no customer receives a previously handled intimate item.

 

Important information before purchase

We recommend carefully reading the description, dimensions and product characteristics before purchasing.

Differences in perception regarding size, shape or usage expectations do not constitute grounds for return when the item has been opened or the seal has been removed.

 

How long do I have to return items?

Returns are only accepted within a maximum of 14 days after the date of delivery.

If you receive your order damaged and/or opened and notice that the original packaging is no longer sealed or a gel/lubricant leaked during transport, you must report it immediately via email to  info@vibra.pt or online chat so we can assess the situation.

These cases must be reported within 24 hours of receipt. If reported after 24 hours, we cannot guarantee acceptance of the return.

 

Do I have return costs?

The return pickup cost is €6.50.

We do not accept any returns sent to our address.

If this occurs, additional transport costs may apply depending on the situation.

If your return is not accepted, the customer will be charged an additional €6.50 for the item to be reshipped. If the customer refuses or does not respond, the product will be destroyed within 15 days from notification of refusal.

 

How to start a return process?

To start a return, simply send an email to  info@vibra.pt.

Your email must include:

• Order number or email associated with the order
• Product reference or model to be returned
• Photos or videos showing the issue

 

What should I do after starting the return process?

Follow the instructions in the email that will be automatically sent to you. If you do not receive it, contact us at  info@vibra.pt

 

What should be included in the return package?

Follow the instructions provided by our team via email.

You must pack the product(s), accessories, and gifts as originally received, ensuring proper packaging so nothing is lost or damaged during transport.

 

What if I am not available for pickup or the courier arrives and I am not there?

You must first contact us via email at  info@vibra.pt to report the situation so a new pickup can be scheduled.

If the courier must return, an additional €6.50 fee will apply.

Whenever the courier attempts pickup and it fails due to customer responsibility, a €6.50 fee per attempt will be charged.

 

After the courier collects the return, what happens and how long does it take?

After collection, the return is sent directly to the manufacturer for inspection.

The inspection may take between 5 and 15 working days from the collection date.

After evaluation, Vibra.pt will contact the customer. If everything is in order, a credit note for future purchases or a refund will be issued.

For more information about refunds, please refer to the refund section below.

 

EXCHANGES

Can I exchange items?

Exchanges are not allowed. However, within the eligible return period, you may request a return and place a new order.

 

DAMAGED DELIVERY

Was your package opened/damaged upon delivery and the products inside affected?

We work daily to prevent this. Our packaging is carefully handled.

If you receive a damaged and/or opened order and notice that product packaging is no longer sealed or a gel/lubricant leaked during transport, you must report it immediately via email to  info@vibra.pt or online chat.

This must be reported within 24 hours of receipt. After that period, we cannot guarantee acceptance.

 

CANCEL ORDER

Can I cancel an order?

Yes, you can cancel your order at any time.

For island shipments, cancellations are not allowed after dispatch.

 

How can I cancel the order?

You must email  info@vibra.pt stating that you wish to cancel your order and, if possible, provide the reason.

 

After cancellation, will I receive a full refund?

If cancellation is due to reasons not related to Vibra.pt (e.g., personal reasons or change of mind), costs related to return and/or cancellation, including shipping and payment processing fees, will be deducted from the refund amount. Consumer rights in the EEA remain protected in cases of defect or seller non-compliance (e.g., late delivery).

 

How do I know if my order has been shipped or not?

When the order status shows PROCESSING:

• The order is prepared for courier pickup.
• There may be delays in status updates, and it may already have been collected.

When the order status shows SHIPPED:

• The order has been collected and is in transit.
• You should refuse delivery if you wish to cancel.
• Shipping and return costs will be charged and deducted from the refund (including €6.50 return fee).

 

REFUND POLICY

In case of return, shipping costs and payment processing fees are non-refundable.

Refunds are issued after confirmation that the returned item is in compliance and are processed within 14 days after receipt and inspection.

Refunds are made via IBAN transfer or store credit for future purchases.

To receive an IBAN refund, the beneficiary name and IBAN must be provided (photos are not accepted).