Shipping & Returns Policy

Last Updated: 20.06.2026

Thank you for shopping at Room9.eu. This Shipping & Returns Policy explains how we handle shipping, delivery, returns, exchanges, and refunds. By placing an order through Room9.eu, you agree to this Policy.

1. Seller Information

Company: Höövel OÜ
Registration Number: 12978946
Address: Ãœksnurme tee 4-3, Saku alevik, Saku vald, Harjumaa 75501, Estonia
Email: info@room9.eu
Phone: +372 513 3683

SHIPPING POLICY

2. Shipping Destinations

Room9.eu ships to Estonia and selected international destinations. Available shipping destinations and delivery methods are displayed during checkout.

If your country is not listed, please contact us at info@room9.eu before placing an order.

3. Order Processing

Orders are usually processed within 1–3 business days after payment has been successfully received.

Orders placed on weekends or public holidays will be processed on the next business day.

Room9.eu reserves the right to delay shipment if:

  • Additional payment verification is required;
  • Product availability needs confirmation;
  • Fraud prevention checks are necessary.

Customers will be informed of any significant delays.

4. Delivery Times

Estimated delivery times are:

  • Estonia: 1–3 business days
  • Baltic States: 2–5 business days
  • European Union: 3–10 business days

Delivery times are estimates only and may vary due to factors beyond our control.

5. Shipping Costs

Shipping costs are calculated during checkout and displayed before payment is completed.

Shipping charges depend on:

  • Delivery destination;
  • Package size and weight;
  • Selected shipping method.

6. Discreet Packaging

Customer privacy is important to us.

All orders are shipped in plain, discreet packaging without any indication that the package contains adult products.

Neither product names nor adult-related descriptions will appear on the outside of the package.

7. Uncollected Parcels

Customers are responsible for collecting parcels within the storage period specified by the delivery provider.

If a parcel is returned to Room9.eu because it was not collected, refused by the recipient, or the delivery information provided was incorrect, the customer may be charged:

  • The original shipping cost;
  • Return shipping costs;
  • Any additional re-shipping costs.

Refunds for uncollected orders may be reduced by these costs.

8. Delivery Delays

Room9.eu is not responsible for delays caused by:

  • Courier companies;
  • Customs procedures;
  • Public holidays;
  • Weather conditions;
  • Force majeure events;
  • Incorrect customer information.

9. Lost or Damaged Shipments

If an order arrives damaged or appears lost, customers should contact us at info@room9.eu as soon as possible.

Please provide:

  • Order number;
  • Description of the issue;
  • Photographs of the package and product where applicable.

We will investigate the matter with the shipping provider and seek an appropriate resolution.

RETURNS POLICY

10. Right of Withdrawal

Consumers residing in the European Union generally have the right to withdraw from a distance purchase within 14 days of receiving the goods without giving any reason.

To exercise this right, customers must notify Room9.eu by email at info@room9.eu within 14 days of receiving the goods.

Returned products must be sent back within 14 days after notification.

11. Hygiene and Non-Returnable Products

Due to health protection and hygiene requirements, certain products are excluded from the right of withdrawal once opened or unsealed.

This includes, but is not limited to:

  • Sex toys;
  • Vibrators;
  • Dildos;
  • Masturbators;
  • Anal toys;
  • Penis rings;
  • Kegel trainers;
  • Intimate stimulators;
  • Lubricants;
  • Intimate cosmetics;
  • Condoms;
  • Personal hygiene products;
  • Any product intended for direct contact with intimate areas of the body.

Sex toys and intimate products cannot be returned if the packaging, hygiene seal, security sticker, protective wrapping, or any other tamper-evident seal has been opened, removed, broken, damaged, or altered after delivery.

Products that have been opened, tested, used, charged, washed, assembled, or otherwise handled beyond what is necessary to determine their nature and characteristics are not eligible for return unless they are defective.

In accordance with Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods that are unsuitable for return due to health protection or hygiene reasons and which have been unsealed after delivery.

Room9.eu reserves the right to reject returns of intimate products where hygiene or safety cannot be guaranteed.

12. Eligible Returns

Products eligible for return must:

  • Be unused;
  • Be unopened;
  • Be in original condition;
  • Include original packaging;
  • Include all accessories and manuals;
  • Not show signs of use or damage caused by the customer.

Returned products that do not meet these requirements may be rejected or subject to a reduced refund.

13. Return Procedure

Before returning any item, customers must contact Room9.eu at info@room9.eu.

The return request should include:

  • Order number;
  • Customer name;
  • Product details;
  • Reason for return.

Returns sent without prior notice may experience delays in processing.

14. Return Shipping Costs

Unless the return is due to a defective product, incorrect shipment, or another legal obligation of the seller, customers are responsible for return shipping costs.

We recommend using a tracked shipping service because customers remain responsible for returned goods until they are received by us.

15. Refunds

After receiving and inspecting the returned goods, Room9.eu will notify the customer regarding approval or rejection of the refund.

Approved refunds will be issued using the original payment method.

Refunds may be reduced where the value of the goods has diminished due to handling beyond what is necessary to establish their nature, characteristics, and functioning.

Shipping costs may not be refunded where permitted by applicable law.

16. Defective, Damaged, or Incorrect Products

Customers have the right to submit a claim if a product:

  • Is defective;
  • Is damaged during transport;
  • Does not match the ordered item.

Claims should be submitted as soon as possible and no later than two months after discovering the defect.

Please provide:

  • Order number;
  • Description of the issue;
  • Photographs where applicable.

Where a claim is accepted, Room9.eu may:

  • Replace the product;
  • Repair the product where appropriate;
  • Provide a full or partial refund.

17. Exchanges

Room9.eu does not generally offer direct exchanges.

Customers wishing to receive a different product should place a new order and, where eligible, return the original product in accordance with this Policy.

18. Refused Returns

Room9.eu reserves the right to refuse returns where:

  • Hygiene seals have been broken;
  • The product has been used;
  • The product is damaged due to customer handling;
  • Return conditions are not met;
  • The product falls within the non-returnable categories described in this Policy.

Contact Information

For shipping, return, refund, or warranty inquiries, please contact:

Höövel OÜ
Ãœksnurme tee 4-3
Saku alevik, Saku vald
Harjumaa 75501, Estonia

Email: info@room9.eu
Phone: +372 513 3683