Refund policy

Returns and Refunds

This policy explains two separate things: your legal right to cancel an order under EU consumer law, and our own voluntary returns policy, which goes further than the law requires. Please read whichever section applies to you.

1. Your legal right to cancel (14 days)

You have the right to cancel your order within 14 days without giving a reason. The cancellation period expires 14 days from the day on which you, or a third party indicated by you other than the carrier, take physical possession of the goods. Where an order is delivered in separate parts, the period runs from the day you receive the last part.

The quickest way to cancel is online. Use the Withdraw from contract function in your account: select the order, confirm your details, and submit. We send you an automatic confirmation by email recording your withdrawal and the time we received it. The same link is in the footer of every page and in your order confirmation email.

You may also cancel by sending a clear statement to hello@honeybunner.com before the 14 days expire, or by using the cancellation form in section 6. None of these methods is mandatory — any clear statement of your decision is enough. Please include your order number so we can process it quickly.

What we refund. We refund the price you paid for the goods, plus the cost of standard delivery. If you chose a faster or more expensive delivery option, we refund the amount of our standard delivery only — the extra cost of the upgrade is not refunded. We make the refund using the same means of payment you used for the original transaction, unless you expressly agree otherwise. We do not charge any fee for exercising your legal right to cancel.

When we refund. We refund without undue delay and no later than 14 days from the day we are informed of your decision to cancel. We may withhold the refund until we have received the goods back, or until you have supplied proof that you have sent them back, whichever happens first.

Returning the goods. Send the goods back without undue delay and no later than 14 days from the day you tell us you are cancelling. You pay the direct cost of returning the goods. We recommend a tracked service — until the goods reach us, proof of return is your responsibility.

Condition of returned goods. You may handle the goods only as much as is necessary to establish their nature, characteristics and functioning — in the same way you would be allowed to in a shop. You are liable for any reduction in the value of the goods resulting from handling beyond that, and we may deduct that amount from your refund. Examples of handling that reduces value: the item has been used; the hygiene seal or protective film has been removed; original packaging, manuals, charging cables, accessories or gift boxes are missing or damaged; batteries have been inserted; the product has been washed, scented or marked.

2. Goods that cannot be cancelled for hygiene reasons

For reasons of health protection and hygiene, the legal right of cancellation does not apply to sealed goods which are not suitable for return once they have been unsealed after delivery.

This applies to all intimate products we sell, including sex toys and other sexual wellness devices, lubricants and intimate cosmetics, intimate hygiene products, and underwear and body-worn apparel.

Every such product is supplied in sealed manufacturer packaging or with a hygiene seal applied by us. Once that seal is broken, opened or removed, the product can no longer be returned or cancelled. This exclusion is stated on every product page and again at checkout before you pay.

If the seal is intact and the packaging is undamaged, you can cancel in the normal way under section 1. Goods that are faulty, damaged in transit or not what you ordered can always be returned, sealed or not — see sections 3 and 4.

3. Parcels lost or damaged in transit

Your order is our responsibility until it reaches you. If your parcel is lost in transit or arrives damaged, contact us and we will resend the order or refund it in full, whichever you prefer. You do not need to deal with the carrier yourself.

Please tell us about visible damage to the parcel within a reasonable time after delivery and, where you can, send a photograph of the packaging and the item. This helps us claim against the carrier and lets us resolve your case faster.

4. Faulty goods and your two-year legal guarantee

Everything we sell must match its description, be fit for its purpose and be of the quality you would reasonably expect. This is your legal guarantee of conformity under Directive (EU) 2019/771 and it applies automatically — you do not have to buy anything extra.

The legal guarantee runs for two years from the day you receive the goods. If goods do not conform to the contract, you are entitled to have them brought into conformity free of charge by repair or replacement. If repair or replacement is impossible or disproportionate, or if we fail to complete it within a reasonable time and without significant inconvenience to you, you are entitled to a proportionate price reduction or to end the contract and receive a refund.

Where a fault appears within the first year after delivery, it is presumed to have been there at delivery unless we show otherwise. Where the law of your country gives you a longer presumption period, that longer period applies.

What the guarantee does not cover. The legal guarantee covers faults that were present at delivery. It does not cover normal wear and tear, damage caused by accident or misuse, use contrary to the manufacturer’s instructions, use with incompatible lubricants or cleaning agents, damage from failure to charge, clean or store the product as instructed, or ordinary depletion of batteries.

To make a claim, email hello@honeybunner.com with your order number, a description of the fault and a photograph or short video where possible. We do not charge you for return shipping on a valid conformity claim. This guarantee is in addition to your right to cancel under section 1 and to any manufacturer’s guarantee; a manufacturer’s guarantee never reduces your rights against us.

5. Our voluntary returns policy (beyond the 14 days)

Separately from your legal rights above, we offer a goodwill return option. This is our own commercial policy, not a legal entitlement, and it is offered at our discretion.

If you wish to return an unopened, unused item with its hygiene seal fully intact after the 14-day cancellation period has ended, we may accept it within 30 days of delivery. Goodwill returns are refunded as store credit, and a restocking deduction of 20% of the item price is applied. This covers the cost of inspecting, repackaging and re-listing goods that were returned outside the statutory period. You pay the return shipping. We may decline a goodwill return without giving a reason.

Nothing in this section affects your legal right to cancel under section 1, your rights in respect of faulty goods under section 4, or any other statutory right. Where a return qualifies under section 1, section 1 applies and no fee is deducted.

6. Model cancellation form

Complete and return this form only if you wish to cancel the contract. You may also simply email us a clear statement — using this form is optional.

To: Calmstone OÜ, Narva mnt 14, 10120 Tallinn, Estonia — hello@honeybunner.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on: ______________________
Order number: ______________________
Name of consumer: ______________________
Address of consumer: ______________________
Signature (only if this form is sent on paper): ______________________
Date: ______________________

7. Refunds on cryptocurrency payments

Where you paid in cryptocurrency, your refund is calculated on the euro value of your order as shown on your invoice — not on the quantity of crypto-asset transferred, and not on its value on the day of the refund. We refund to your original payment method where possible; if that is not possible we will agree an alternative with you before issuing the refund.

8. Where to send returns

Please do not send goods back before you have received return instructions from us. The address goods must be returned to may differ from our registered office, because orders are dispatched from our fulfilment partner’s warehouse. Waiting for instructions is not a condition of exercising your right to cancel — your cancellation is valid from the moment you tell us — it simply makes sure the goods reach the right place.

9. Complaints

If you are unhappy with how we have handled a return or a fault, write to hello@honeybunner.com with your order number. We acknowledge receipt within one business day and provide a substantive written response no later than 15 days after receiving your complaint. If you are not satisfied with our response, you may refer the matter to the Consumer Disputes Committee at the Estonian Consumer Protection and Technical Regulatory Authority (Tarbijavaidluste komisjon, Endla 10a, 10122 Tallinn, Estonia). If you live in another EU member state you may also contact your national consumer authority or the European Consumer Centre in your country.