Terms of Service
Last updated: June 15, 2025
FREE Standard Worldwide Shipping on all orders!
All the products are shipped from our warehouse in Prague, Czech Republic.
Most orders are shipped Same or Next Business Day. In some cases, the dispatch may be delayed for 1-3 business days, in case, your product has to be received from our external warehouse.
We also receive some products from our partner warehouse, which requires 3-4 business day preparation to ship out your order. You will see this information in the product description. In such cases, once you place an order, it is not possible to cancel it. If you no longer need it, you are welcome to return it to us when you receive it, according to our Refund policy (below).
Normal transit times are as follows:
Within Europe: 1-3 weeks. Italy - 2-5 weeks
UK, Ireland, USA, Canada, Israel, UAE, Australia: 2-5 weeks
Rest Of the world: 4-12 weeks
Dear valued customers in Saudi Arabia, Qatar, Kuwait and Oman: Please be aware that the standard shipping transit time to your country is notably lengthy, typically averaging 8-12 weeks. This prolonged duration is beyond our control and arises from logistical challenges and your country customs processes. If you require expedited delivery, we recommend opting for Worldwide Express shipping - usually delivered within 7-14 business days.
Heavy or high value orders with the tracking number beginning with 'CV' or 'CS' may take about 2 weeks longer to arrive, for example US: 2-7 weeks.
The period from September to the end of December is the busiest time for global shipping, which often leads to unavoidable transit delays. During this time, expect an additional 1-2 weeks for delivery. Unfortunately, these delays are beyond our control. To ensure your order arrives on time, please plan ahead and place your order early. You may also want to consider selecting Express shipping for faster delivery.
Express shipping: delivery within 3-6 business days to most locations.
Distant locations, such as Saudi Arabia, India, Pakistan, South Africa - express shipping can take 7-14 business days.
Each order is shipped via Czech Post registered mail, which includes a tracking number andrequires a signature upon delivery (unless specified otherwise).
For orders with free shipping included, we reserve the right to choose the shipping method. A tracking number is provided in any case.
Once we hand over your package to the carrier, we are not able to control it or speed up the transit times or delivery.
Transit times may be extended / delayed due to, but not limited to: busy holiday seasons, strikes, pandemic, nature disasters, military actions (including in other countries than your country of residence). Please be patient.
While tracking your order, in case you see a message, such as, "Origin Post is preparing shipment" / The carrier hasn't updated any tracking result or the tracking number/carrier info is incorrect." - it means that your order has been shipped out and is waiting to be processed by the shipping company / to be sent to the destination / received by the destination customs and waiting for your local post office to scan it. As soon as the shipping company processed your package, more tracking information should be available.
It is then will be handled and delivered to you by your local postal service, i.e. USPS in USA, Canada post in Canada, etc.
In case of an inquiry, please contact your local post office.
We are unable to check the address for each order. Buyer is solely responsible to provide full, correct and complete shipping address including phone number. RXM Up takes no responsibility for undelivered/misrouted package due to insufficient/incorrect address. The recipient's name and address must match and should be known to local postal office (i.e. name printed on the post box / door, etc.).
It's crucial to emphasize that when filling out the shipping address, only essential details should be included in the specified format: First and Last Name, Street Name, House Number, Apartment Number (if applicable), City Name, Zip Code, Country, and a valid local phone number. Please be aware that the courier can only contact the provided local phone number and not any other. Including irrelevant or duplicated information may result in misinterpretation by the courier, potentially causing delivery problems.
Buyer is also explicitly responsible for all import charges / customs fees, etc. at his country. RXM Up will NOT reimburse / refund such charges. Furthermore, please note that we cannot entertain any complaints regarding customs, import charges, or procedures in your country. It is the responsibility of the buyer to verify with their local authorities whether the product can be imported into their country and to adhere to all applicable laws and regulations.
It is also the buyer's responsibility to find and provide all documents/evidence for customs in their country upon request. If such a request arises, we will do our best to assist in this matter and, if possible, locate/provide the requested documents. Please note, however, that this is voluntary and is not an obligation on the part of RXM Up.
Important: Package and its content can be officially opened by your country customs for inspection. This is a standard legal procedure in all countries and is not within our sphere of influence. RXM Up will not entertain or consider any complaints related to this issue. If there are any questions or concerns, it is advisable for the buyer to directly contact their local customs authorities for assistance and clarification.
The images on the website are for illustration only and may differ from the actual product, as the manufacturer has the right to change product packaging / graphics, etc. at any time without prior notice. The product description and various product options will determine what the buyer receives. It is the buyer's responsibility to carefully check the product options ordered before placing the order. No claims will be accepted if the wrong product/options are ordered.
Should you have any special delivery request, please contact your local post office to make an arrangement, once the package arrives in your country.
Express shipping: Ships with Fedex / UPS / DHL / DPD / GLS. May not be chosen by the customer.
In case, you will need your order to be delivered faster, please use Express Shipping option during checkout.
Return and refund policy
RETURNS
You can return unused items within 14 days of delivery.
To be eligible for a return, your item must be unused, unopened and in the same condition that you received it. It must also be in the original packaging and include all packing materials and accessories.
Several types of goods are exempt from being returned. Perishable goods such as food, medicines, etc. cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Important Notice: For hygiene and safety reasons, intimate products—including but not limited to sex toys—are not eligible for return or exchange under any circumstances once the packaging has been opened or the seal has been broken.
Should you encounter any issues with your product, please note that each item is covered by a manufacturer’s warranty. We advise you to contact the manufacturer's customer support directly. They will be able to assist with troubleshooting and, if the product is deemed defective, arrange for repair or replacement in accordance with their warranty policy.
Electronic devices typically come with a warranty period of 1 to 2 years. Please refer to the warranty leaflet included in the packaging for specific details. It is essential that users retain the original packaging for the entire duration of the warranty period.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
* Products that are intended for research and scientific purposes.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
* Book with obvious signs of use
* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Shipping charges are not refundable.
In cases where orders are returned to us, and the reasons for the return are not due to any error on our part, including but not limited to situations like refusal, unclaimed status, non-existent addressee, customs clearance issues on the buyer's side, or an incorrect or incomplete address, we will either impose a 25% restocking fee (with a minimum deduction of $12.50, equivalent to the shipping cost) or deducting the shipping costs for orders with Express shipping selected.
If you wish to return an order that originally came with free shipping, please be aware that we will impose a 25% restocking fee, which will be subtracted from the total amount refunded to you.
The responsibility for covering the return shipping expenses lies with the buyer.
Returned Packages
When a package is sent back to us, we incur expenses for return shipping and customs processing fees charged by the carrier in our country. In addition to the restocking fee, we may also deduct these incurred costs from the refund amount you receive.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@rxmup.com
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at
info@rxmup.com
and send your item to: Dominova 2465/11, Praha 5, 15800, Czech Republic.
Shipping
To return your product, you should mail your product to: Dominova 2465/11, Praha 5, 15800, Czech Republic.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. This does not apply in case, if your item was damaged during the shipping or DOA items.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, in case the item shipped without tracking number.