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Return and Refund Policy

Last updated: August 11, 2026

This Return and Refund Policy applies to purchases made from Wetmaster, operated by Masterparts EOOD.

Nothing in this policy limits or excludes any mandatory consumer rights available under applicable European Union or national law.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

For returns requested under our voluntary 30-day return policy, the product must be:

Unused, unworn, and unwashed;
In its original condition and original packaging;
Complete with all accessories, manuals, labels, and protective materials;
Sealed, where the product was supplied with a hygiene or safety seal;
Accompanied by the order number or other proof of purchase.

Opening the outer shipping parcel does not affect your eligibility to request a return. However, opening, removing, damaging, or breaking a product’s hygiene seal may make the product ineligible for return.

The conditions of our voluntary 30-day return policy do not restrict your statutory rights, including your EU right of withdrawal and your rights concerning defective or non-conforming goods.

How to Request a Return

You can initiate a return request directly through your customer account at:

https://account.wetmaster.store

Alternatively, you may contact us by email at:

wetmaster@masterparts.bg

Please include:

Your name;
Your order number;
The product you wish to return;
The reason for the return;
Photographs or a short video if the product is damaged, defective, incomplete, or incorrect.

If your return is accepted, we will provide the correct return address and detailed shipping instructions.

Please contact us before sending any product back. Products sent without sufficient information may be delayed while we identify the order and assess the return. This requirement does not affect the validity of a statutory withdrawal notice submitted within the applicable period.

Unless the product is defective, damaged, incorrect, or otherwise non-conforming, the customer is responsible for the direct cost and safe transportation of the return.

We strongly recommend using a tracked shipping service. Wetmaster is not responsible for returned parcels lost or damaged in transit where the return shipping was arranged by the customer.

Intimate Products and Hygiene Restrictions

For genuine health protection and hygiene reasons, certain sealed intimate products are not eligible for return after their hygiene seal or protective packaging has been opened, removed, damaged, or broken.

Depending on the nature of the product and its packaging, this may include:

Sex toys, vibrators, masturbators, anal toys, and similar intimate products;
Products intended for direct intimate or bodily contact;
Lingerie and intimate apparel supplied with a hygiene seal;
Lubricants, massage oils, cosmetics, and personal care products;
Condoms and other sealed intimate accessories.

This restriction applies only where the product was supplied sealed and, after unsealing, is genuinely unsuitable for resale due to health protection or hygiene reasons.

An opened or unsealed intimate product may still qualify for a legal remedy if it is defective, damaged, unsafe, incomplete, incorrect, or not as described.

Damaged, Defective, or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If a product is defective, damaged in transit, incomplete, incorrect, unsafe, or different from its description, contact us at wetmaster@masterparts.bg or submit a request through https://account.wetmaster.store.

Please provide:

Your order number;
A clear description of the problem;
Photographs or a short video showing the product, its packaging, and the issue.

After reviewing the case, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, a price reduction, or a full refund.

When the issue is confirmed as our responsibility, we will cover the reasonable return shipping costs or provide appropriate return instructions.

This policy does not limit your statutory rights regarding defective, unsafe, or non-conforming goods.

Products Not Eligible Under Our Voluntary Return Policy

Under our voluntary 30-day return policy, we may not accept returns for:

Intimate or personal hygiene products whose hygiene seal has been opened, removed, damaged, or broken;
Products showing signs of use, wear, washing, contamination, or improper handling;
Products damaged through misuse, improper storage, accidental damage, or failure to follow the supplied instructions;
Products missing parts, accessories, labels, manuals, or original packaging;
Personalised, customised, or specially manufactured products;
Gift cards, except where required by applicable law.

Discounted, promotional, and sale products remain subject to the same return conditions as regularly priced products.

These exclusions do not override any mandatory rights you may have under applicable consumer protection law.

Exchanges

We do not currently offer direct exchanges.

The fastest way to receive a different product is to return the eligible product and place a new order after the return has been approved.

European Union Right of Withdrawal

If you are a consumer in the European Union, you generally have the right to withdraw from an online purchase within 14 days of receiving the goods, without providing a reason.

For an order containing multiple products delivered separately, the withdrawal period generally begins when you or a person designated by you receives the final product from the order.

To exercise your right of withdrawal, you must notify us clearly of your decision before the 14-day withdrawal period expires.

You can initiate a withdrawal or return request directly through your customer account at:

https://account.wetmaster.store

Alternatively, you may send a clear withdrawal request by email to:

wetmaster@masterparts.bg

If you submit your request through your customer account, we will acknowledge its receipt by email without undue delay.

You are not required to use the customer account portal. Your statutory right of withdrawal remains unaffected by the method you choose, provided that you clearly communicate your decision before the withdrawal period expires.

After notifying us of your decision to withdraw, you must send back the eligible goods within 14 days.

Unless otherwise required by law or agreed by us, you are responsible for the direct cost of returning the goods.

You may examine a product only to the extent necessary to establish its nature, characteristics, and functioning. You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary for that purpose.

The right of withdrawal does not apply to sealed goods that are unsuitable for return due to genuine health protection or hygiene reasons after they have been unsealed following delivery. This may include qualifying intimate products whose hygiene seal has been opened, removed, damaged, or broken.

Other legal exceptions may apply, including to products made to the consumer’s specifications or clearly personalised.

When the right of withdrawal applies, we will refund:

The purchase price of the returned goods; and
The cost of the least expensive standard delivery option offered at checkout.

Additional delivery costs resulting from your choice of express, premium, or another more expensive delivery method are not refundable.

We will issue the reimbursement without undue delay and no later than 14 days after being informed of your decision to withdraw.

We may withhold reimbursement until we receive the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

Unless otherwise agreed, the refund will be made using the same payment method used for the original transaction.

You will not be charged a fee for the reimbursement.

Mandatory consumer protection laws applicable in your country remain unaffected.

Refunds Under Our Voluntary Return Policy

For returns made outside the statutory 14-day withdrawal period but within our voluntary 30-day return period, we will notify you after receiving and inspecting the product.

We will confirm whether the return and refund have been approved.

Approved refunds will be issued to the original payment method, normally within 10 business days after approval.

Original delivery charges are not refundable under the voluntary return policy unless the product was defective, damaged, incorrect, or otherwise required by applicable law.

Your bank, card issuer, or payment provider may require additional time to display the refund in your account.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at wetmaster@masterparts.bg.

Order Cancellations

If your order has not yet been processed or dispatched, you may request cancellation through:

https://account.wetmaster.store

or by email at:

wetmaster@masterparts.bg

We will make reasonable efforts to cancel the order. However, cancellation cannot be guaranteed once an order has entered processing or has been dispatched.

If the order has already been dispatched, you may use the applicable return or withdrawal procedure after receiving it.