Return of goods process

No direct return to the shop will be accepted without prior request or compliance with the process described below. If the case arises, the product will be kept at the buyer’s disposal for a period of 365 days before destruction. Under no circumstances can this failure to respect the procedure affect the standard procedure, in particular with regard to respecting deadlines.

To request a return if goods, be sure the conditions for returning goods are as follows:

• Goods may be returned within a maximum of 14 calendar days of receipt of your order. Any claims made outside this period will not be accepted,
• We reserve the right to refuse a return if it is damaged, failing which any costs incurred in restoring the product to its original condition will be charged to the purchaser where this is possible and valid,
• For reasons of hygiene, it is not possible to take back clothing, underwear or intimate products (p-valve, penis pouch, She-P and all accessories),
• Personalised and/or made-to-measure products cannot be returned for exchange or refund,
• Products that have not been used in accordance with the manufacturer’s, distributor’s and/or PROTEUSHOP’s instructions cannot be returned,
• Altered products cannot be returned,
• Returned products must be in perfect condition for resale, in their original packaging with all accessories, instructions, manuals and labels intact,
• PROTEUSHOP cannot under any circumstances be held responsible for customs and VAT charges, we would refuse any parcel for which import charges and taxes are requested,
• As products are deemed to be new and functional at the time of dispatch, return charges are at the buyer’s expense except in the case of a product error.

If the previous conditions are met, it is first compulsory to make a return request for an exchange or refund, there is no automatic validation.

The request has to be done only by using the contact form on our website, stating your intention as object:

• Exercise your right of partial or total withdrawal,
• Indicate an error on a product,
• Request a product replacement.

The request must be precise and unambiguous.

Once return is approved, you can return the products to PROTEUSHOP :

• Directly to PROTEUSHOP, 180 route de la tuilerie, 46100 CAMBES, FRANCE, (no relay allowed),
• Product/s must be in their original packaging with all accessories, instructions, manuals and labels intact must be complete,
• Package must be well closed, and product must be protected with paper, carton or cushioning particles to avoid any damage,
• PROTEUSHOP Return Form and your invoice must be added in the package
  PROTEUSHOP Return Form (French)
  PROTEUSHOP Return Form (English)
• PROTEUSHOP is not responsible for any dammage or package lost.

The parcel must be dispatched within 14 calendar days of the return request. If this period is exceeded, the return request will be cancelled and refused.

When the parcel is received, the product(s) must be checked, and then the refund or exchange process can begin.

Refunds can take up to 14 days. Refunds must be made to the debit/credit card used to purchase the product(s), unless special conditions prevent this procedure (change of PROTEUSHOP’s banking partner, expiry of the bank card, ….).
For an exchange, the standard order dispatch time applies (two days) if the product(s) are in stock.