Returns & refunds

Returns

At Mindrush we sell fresh, hygienic products. Because of this, special rules apply to returns and refunds. Please read this page carefully before contacting us.

Have a question or a doubt? Below you'll find answers to the most common questions about returning your order. Still unclear? Reach out at support@mindrush.eu and we'll help you out.

Fresh & hygienic Discreet EU shipping Refund within 14 days

Can I return my order?

Our products are fresh and hygienic, so there is no statutory 14-day cooling-off period once your order has been shipped.

In some cases we still allow a return, but only when all of these conditions are met:

the product is unopened
the seal is completely intact
you have received prior permission from Mindrush
the return shipping costs are paid by the customer

When is a return not possible?

the product has been opened
the seal is broken
the package has already been used

We cannot resell these products, so no refund is possible in these cases.

Not at home, not collected, or wrong address

The carrier always makes two delivery attempts. If you are not home for both attempts, or you do not collect the package from a pickup point afterwards, the package is automatically returned to us.

In these cases you will not receive a refund, because we cannot resell the products. This also applies if:

you refuse delivery
the address given was incorrect or incomplete

Lost package or customs seizure

Has your package genuinely been lost during shipping, or been seized by customs? Then we'll find a solution together. This can be:

we send a replacement package one time, or
you receive a refund one time

This solution applies a maximum of once per customer. We only do this if the carrier confirms the package has been lost, or customs confirms it has been taken and will not be delivered.

Want to ship again after this solution? Then this is entirely at your own risk. For a second or any later shipment:

we give no refund
we send no new package
not even in the case of loss or customs seizure

Return costs & refund

Return shipping costs are the responsibility of the customer. The amount paid for the product is refunded within 14 days of us receiving the returned item.

When will you get a refund or a solution?

Only in these situations:

you received the wrong product
the product arrived damaged
we made a mistake

Then email us within 48 hours of receipt with:

your order number
a brief explanation
photos, if relevant

Send it to support@mindrush.eu.

How to register a return

Email support@mindrush.eu first.
Wait for our permission.
We send you the return address.
Send the product back unopened, at your own expense.

We do not accept returns without prior permission.

Quick overview: when do you get your money back?

Product unopened (after consultation) We check together whether a return is possible Case by case

Product opened A refund is not possible No refund

Not at home / not collected A refund is not possible No refund

Address incorrect or incomplete A refund is not possible No refund

Lost package (confirmed) New package or your money back Refund

Customs stops the package New package or your money back Refund

Product broken or wrongly delivered New package or your money back Refund

This overview is for explanation only. The full conditions are described above on this page. Not sure whether your situation is covered? Contact us, we're happy to help.

Need help with a return?

Email us first with your order number and we'll guide you through the next steps.