Terms and Conditions

Last updated: November 18, 2025

Please read these Terms and Conditions (the “Terms”) carefully before using our website or purchasing products through our online platforms or physical stores.

By accessing our website, creating an account, or purchasing our products (online or offline), you agree to be bound by these Terms, our Privacy Policy and any other policies incorporated herein by reference. If you do not agree to these Terms, you must not use our services or purchase our products.

These Terms constitute a legally binding agreement between you (“you”, the “Customer”) and NARRENSCHIFF (Beijing) Technology Co., Ltd. (the “Company”, “we”, “us” or “our”). For the avoidance of doubt, any reference in these Terms to “NARRENSCHIFF”, “we” or “our” refers to the relevant NARRENSCHIFF operating entity. We are a company headquartered in the People’s Republic of China and operate an adult products retail website and physical stores worldwide. “Services” include our website, customer service, membership and points program and other related services; “Products” means the adult products and accessories that we offer for sale.

We reserve the right to update or modify these Terms at any time. Any changes will take effect immediately upon being posted on the website (with the “Last Updated” date duly revised). You are responsible for reviewing these Terms regularly. Your continued use of the website or Services after any changes have been made will constitute your acceptance of the amended Terms.

1. Age Restriction and Eligibility

Our website and Services are intended for adults only and are available exclusively to individuals who are at least eighteen (18) years of age. By accessing or using the website, creating an account or purchasing Products, you represent and warrant that you are at least 18 years old.

We do not sell Products to minors and do not permit minors to use our Services. If we discover that an order or account is associated with an individual under the age of 18, we will immediately cancel the order and/or terminate the account.

Where necessary, we are entitled to request that you present valid identification, online or in our physical stores, in order to verify your age. Our physical stores likewise do not permit minors to enter or purchase Products; you may be asked to provide identification to prove that you are an adult.

2. Account Registration and Security

You may browse the website without registering an account. However, certain features (such as participating in the membership and points program, posting product reviews, tracking orders, etc.) may require you to create an account.

If you choose to register an account, you agree to provide true, accurate and complete information during the registration process and to keep such information up to date.

You are responsible for safeguarding your login credentials (username and password) and for all activities that occur under your account. If you become aware of any unauthorized use of your account or any other security breach, you should notify us immediately. We are not liable for any loss or damage arising from your failure to protect your account information.

Where we reasonably suspect that an account is in violation of these Terms or involved in fraud or other improper conduct, we may, at our sole discretion, refuse to open an account or suspend or terminate an existing account. Upon termination of an account, your right to use the Services will immediately cease. You may also terminate your account at any time by contacting us or using any available account deletion features (for account and data deletion, please refer to Clause 11 – Privacy and Data Protection).

When creating an account or posting any content (such as product reviews), you must comply with the rules on user conduct and content set out in Clause 9, in particular you must not use offensive, obscene or infringing names or content as your username or posted content.

3. Membership and Points Program

Once you create an account, you will automatically be enrolled in our NARRENSCHIFF Membership and Points Program. Under this program, you may earn points (“Points”) based on your purchasing behaviour and enjoy corresponding membership tiers and benefits.

Earning Points

You can earn Points for each qualifying purchase made on our official website (and, where applicable, in our own physical stores). The earning rate may vary depending on region or promotional activities. As a general reference, we may set a conversion rate such as: every 10 Points may be used to offset USD 1 of the order amount (equivalent values in other currencies or regions may apply and may be adjusted).

Points have no cash value, are non-transferable and may only be used in accordance with these Terms and the membership rules published on our website to offset eligible order amounts.

Redeeming Points

At checkout, you may choose to redeem Points to offset part of the order amount (for example, 10 Points = USD 1). Specific rules (such as minimum order amount, maximum Points redeemable per order, etc.) will be set out in the membership information on the website. When you redeem Points against an order, the corresponding Points will be deducted from your account balance.

If any items in the order are later returned, the Points earned from that order will be deducted from your account, and your membership tier may be adjusted accordingly (including potential downgrading if your cumulative spending decreases).

Membership Tiers

We may offer several membership tiers (for example N1, N2, N3, VIP, etc.). Your tier is determined by your cumulative spending and brand interaction. The higher your tier, the more benefits you may enjoy, such as lower free-shipping thresholds, exclusive discounts or priority access to limited products. The specific benefits and upgrade rules for each tier will be detailed in the membership information on the website and may be updated from time to time. In general, continuous spending is the primary way to progress through membership tiers.

Validity of Points

Points are typically valid for 12 months from the date they are earned. For example, Points earned on 15 January 2025 will normally expire on 15 January 2026 and will automatically lapse if not used by that date. We may, but are not obliged to, notify you by email or on-site messages that your Points are about to expire. You are responsible for monitoring your Points balance and expiry dates. Expired Points cannot be reinstated.

Changes to the Program

We reserve the right to modify or terminate the Points program at any time (including changing the rules for earning/redeeming Points, adjusting the tier structure or discontinuing the entire program). Related changes will be communicated via the website or by email. Changes will not retroactively affect Points you have already earned, but the earning and use of Points thereafter may be subject to the new rules.

If the program is terminated in its entirety, any unused Points may expire after a specified date, which will be announced officially.

Abuse and Forfeiture

The Points program is intended for personal and non-commercial use only. Any abuse (for example cheating to earn Points, creating multiple fake accounts to obtain Points, reselling rewards, or obtaining benefits through improper means) may result in suspension or termination of your membership and the cancellation of all accumulated Points and tiers.

If we detect or reasonably suspect fraudulent activity or errors in Points records, we reserve the right to correct or cancel such Points. Points are not your property, and our decisions regarding your Points account and membership tier are final.

By participating in the Points program, you acknowledge that you have read and understood the membership rules published on the website and agree to comply with them. In jurisdictions where such programs are prohibited or restricted by law, the program shall be null and void to the extent of such prohibition or restriction. Any income or other tax liabilities arising from Points or rewards (if any) are your sole responsibility.

You agree to indemnify and hold NARRENSCHIFF and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers (including but not limited to authorized distributors of our Products) harmless from any and all claims, demands and damages of any kind and nature (including actual and consequential damages) and reasonable attorneys’ fees arising out of or related to your misuse of the membership and Points program or your breach of these Terms.

4. Orders and Purchasing

Ordering Process

You may browse Products on our e-commerce platforms and add desired items to your shopping cart before proceeding to checkout. During checkout, you will be asked to enter your shipping information, payment details and other necessary information.

Please carefully review your order before submitting it. Once your order is submitted, we will send you an order confirmation email to acknowledge receipt of your order. Please note that this confirmation email does not constitute acceptance of your order; it merely confirms that we have received it.

Formation of the Contract

All orders are subject to our acceptance. We reserve the right to refuse or cancel an order before acceptance for reasons including, but not limited to, Product unavailability, obvious errors in pricing or description, or suspicion of high-risk fraud.

A binding sales contract for the Products will only be formed when we dispatch the Products (as indicated by a shipment confirmation email or a status update within our system).

If we cancel an order after payment has been received, we will refund any amounts you have paid for that order.

Product Information and Prices

Product prices, descriptions and availability may change from time to time without prior notice. We strive to ensure that the information on our website is accurate, but errors may occur.

If we discover a material error in the description or stock information of a Product you have ordered, we will notify you as soon as possible. You may then choose to proceed with the order based on the corrected information or cancel the order.

If we detect a pricing error, we reserve the right to contact you and ask whether you wish to continue with the order at the correct price or cancel the order. If we are unable to reach you, we may cancel the order and notify you accordingly.

Prices are generally displayed in the local currency (such as USD, EUR, GBP, CNY, etc.). Unless otherwise stated, prices typically include applicable value-added tax or sales tax; at checkout, the system will calculate and display any additional taxes or charges based on your location (such as sales tax in certain US states or import duties).

Your final order confirmation (on the website and/or by email) will display the total amount including taxes.

Payment Methods

We accept various payment methods, including:

  • Credit and debit cards (such as Visa, MasterCard, Maestro, American Express, JCB, Discover/Diners Club);
  • Digital wallets such as Apple Pay and Google Pay;
  • Installment payment services available in certain countries/regions (such as Afterpay, where applicable);
  • NARRENSCHIFF gift cards (subject to the specific terms and policies on card balance, validity, etc. as set out on the website).

By submitting an order, you represent and warrant that the payment information you provide is true and accurate and that you are authorized to use the selected payment method.

Payment Processing

Online payments are processed at the time of checkout by third-party payment service providers, including but not limited to relevant card issuers or wallet providers. We do not store your full card numbers or other highly sensitive payment details on our own servers. Such information is transmitted directly and securely to the payment institutions through encrypted SSL/TLS channels.

By submitting your payment information, you authorize us and the payment service provider to charge your selected payment method for the total amount of your order.

If your payment is declined or not authorized for any reason, the order will not be processed, and we will not be liable for any delay or failure to deliver resulting therefrom. If payment fails, please verify your card number, cardholder name, CVC/CVV code, billing address and other details and try again, or contact our customer service for assistance.

Billing Information

You agree to provide current, complete and accurate billing and account information for all purchases made through our Services. Inaccurate billing or payment information may result in delay or cancellation of your order.

We reserve the right to cancel orders where we suspect fraud or unauthorized use of a payment method. For security purposes, our systems may perform anti-fraud checks on orders and, if necessary, contact you to verify certain information. Any related personal data will be processed in accordance with our Privacy Policy.

Promotions and Discount Codes

From time to time, we may offer promotions, discount codes or coupons. Each promotion may be subject to specific terms and conditions (such as validity period, applicable Products or categories and usage limits), which will be disclosed alongside the promotion. If there is any conflict between a promotion’s specific terms and these Terms, the promotion’s terms will prevail for that specific promotion.

All promotional activities are subject to stock availability and operational feasibility and may be changed or discontinued without prior notice, unless otherwise required by law. Unless expressly stated, promotional offers cannot be combined and cannot be redeemed for cash.

If you return an order that benefited from a promotional discount, the refunded amount may be adjusted in accordance with the promotion rules (to the extent permitted by law).

5. Shipping and Delivery

Shipping Regions

We currently ship to multiple countries and regions. The list of available shipping destinations is displayed during checkout or on our “Shipping Information” page. We comply with applicable export control laws and reserve the right to decline orders where shipping to a particular country or region would be unlawful or present significant risk.

You are responsible for ensuring that the importation and use of the Products in your destination country are lawful. We are not liable for any seizure or rejection of goods by local customs or authorities due to local legal restrictions.

Fulfilment and Logistics

To provide fast and reliable delivery, we cooperate with reputable logistics providers, including Amazon Fulfilment (Amazon FBA) and other international couriers.

Your order may be stored, packed and dispatched on our behalf from Amazon or other third-party fulfilment warehouses. This allows us to provide stable and efficient shipping services worldwide.

However, we remain responsible for fulfilling your order. If you encounter any issues during the shipping process, you should contact us in the first instance.

Packaging and Privacy

We fully understand the importance of privacy when purchasing adult products. All orders are shipped in plain, unmarked outer packaging such as standard cartons or envelopes. We typically use standard Amazon cartons or generic unbranded boxes, with appropriate internal protective materials.

The outer packaging and shipping label will not display any wording that indicates the nature or category of the Products as adult items. The sender name may appear as a generic warehouse or fulfilment centre name rather than our brand name, in order to further protect your privacy. Third parties viewing the package cannot identify the type of Products inside.

Shipping Fees

Shipping fees (if applicable) will be calculated and displayed at checkout. We may offer free shipping or discounted shipping once your order reaches a certain amount, which may vary by destination and membership tier. The relevant free-shipping thresholds and discounts will be indicated on the website or during checkout.

In some regions, expedited or express shipping options may be available at additional cost.

Delivery Times

Delivery times depend on your shipping address and the chosen shipping method. At the time of order, the system may provide an estimated delivery date or time range. This estimate is for reference only and does not constitute a legally binding delivery date.

Once your order has been dispatched, we will send you a shipment confirmation email and, where available, tracking information. You can use this information to follow the status of your shipment.

Please note that customs clearance, courier delays, weather conditions and other factors beyond our control may affect the actual delivery time. We are not liable for delays caused by such force majeure events, but we will do our best to assist you in resolving related issues (see Clause 12.6).

Duties and Import Taxes

If you receive goods from a warehouse located outside your country/region, your order may be subject to import duties, taxes or customs clearance fees upon arrival, which are typically charged by local customs or governmental authorities. Such fees are your responsibility as the importer of record.

We cannot precisely predict or control the amount of these charges. We recommend contacting your local customs office before placing an order to obtain information on potential import duties and taxes.

If you refuse to accept a package due to duties or taxes, the package may be destroyed, returned or otherwise handled by local customs. If the package is eventually returned and received by us, we may, at our discretion and in accordance with these Terms and our return policy, refund the Product price but deduct any return shipping fees and duties we have paid on your behalf.

Undeliverable Packages

You must ensure that your shipping address is accurate and complete. If a package is returned due to an incorrect/incomplete address, repeated failed delivery attempts, or failure to pick up the package from a pick-up point or locker within the specified period, we will notify you where possible.

If the package is returned to us within 14 days and, upon inspection, is confirmed to be unopened, we will generally treat this as your exercise of our “14-Day Flexible Refund Policy” (see Clause 6). In such case, we will refund the Product price in accordance with our return policy and deduct the return shipping fee (as we incur costs in having the package returned).

If you prefer, we may discuss resending the goods (you may be required to pay the applicable shipping fee again), provided that you promptly provide a valid shipping address and cooperate with the new delivery arrangements.

Lost or Seriously Delayed Shipments

If your order has not arrived after the estimated delivery time, please log in to your account to check the tracking information. If you notice that the package has been stuck for a long time, appears to be lost or the tracking status shows “delivered” but you have not received it, you must contact us within 14 days after the estimated delivery date.

We will investigate with the carrier. If the package is confirmed lost or undelivered, we will arrange a replacement or refund, as appropriate.

If you only inform us after the 14-day period, we may no longer be able to make a timely claim with the carrier and therefore may be unable to fully protect your interests.

Where the tracking information shows “delivered” but you have not received the package, we may ask you to sign a non-receipt declaration and cooperate with the carrier’s investigation.

Receipt and Inspection

When the Products are delivered to you or a person designated by you (other than the carrier), the ownership of and risk in the Products pass to you (unless otherwise provided by law).

You should inspect the Products as soon as reasonably possible after delivery. If you discover that the outer packaging is seriously damaged or that the Products appear to be defective, please contact us promptly so that we can assist you (see Clause 7 for quality issues and warranty handling).

6. Order Cancellation, Returns and Refunds

6.1 Cancellation Before Shipment

You may cancel your order free of charge if the order has not yet been shipped. If you change your mind after placing an order, please contact customer service or submit a cancellation request via “My Orders” as soon as possible.

If the warehouse has not yet packed or handed over your order to the carrier, we will make reasonable efforts to cancel it. Once the order has been packed and handed over, we cannot guarantee successful cancellation.

If we succeed in cancelling an unshipped order, we will issue a full refund of the amount you paid, with no additional fees.

In some cases, the time of your cancellation request may overlap with the time of dispatch. If the package has already left the warehouse and cannot be intercepted, you can still return the Products in accordance with our return policy after receipt.

6.2 Statutory Right of Withdrawal for EU/UK Consumers (Cooling-Off Period)

If you are a consumer residing in the European Union or the United Kingdom, you generally enjoy a 14-day statutory right of withdrawal for online purchases under applicable consumer protection laws (the “Cooling-Off Right”).

The withdrawal period typically starts on the day after you or a person designated by you (other than the carrier) receive the last item in your order and runs for 14 days.

To exercise this right, you must clearly inform us (for example, by email or via an online form) of your decision to withdraw from the contract within the withdrawal period. You must then return the Products to us within a reasonable time. We will refund the Product price and the standard delivery cost in accordance with applicable law.

Please note, however, that the Cooling-Off Right does not usually apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery. Many adult products fall into this category. If you have opened or used such Products, we are generally unable to accept returns based solely on the Cooling-Off Right, unless the Product is defective (in which case Clause 7 – Warranty and Quality Guarantee applies).

If you intend to exercise your Cooling-Off Right, do not open or use the Product.

To facilitate the exercise of your withdrawal right, we may provide a “Withdrawal Information and Model Form” on our website. As long as you submit a valid withdrawal request and return the Products within the 14-day period in accordance with our instructions, your statutory right of withdrawal will normally be considered to have been duly exercised.

This statutory right is a minimum protection standard for EU/UK consumers and does not apply outside the EU/UK.

6.3 Our “14-Day Flexible Refund Policy”

In addition to statutory rights, we voluntarily offer a 14-Day Flexible Refund Policy to our global customers. Under this policy, you may return most Products and receive a full refund of the Product price within 14 days from the order date, provided that all of the following conditions are met:

  • The Product must be unopened, unused and in brand-new condition, and the external packaging, seals, tags and labels must remain fully intact;
  • For health and hygiene reasons, we generally cannot accept returns, without quality issues, of any adult Products that have been opened, used or have clearly come into contact with sensitive body areas;
  • Some Products, even if unopened, may be clearly marked as “non-returnable” or “final sale” at the time of purchase. In such cases, these Products are not covered by the 14-Day Flexible Refund Policy.

For online orders, please log into the website and, within 14 days, go to User Center → My Orders → select the relevant order → submit a refund request. If you placed an order as a guest or are unable to operate via the system, you may directly contact customer service for assistance.

For Products purchased in physical stores or from authorized resellers, returns are generally handled by the original store of purchase. You must return within 14 days with the Product and proof of purchase. If the store has closed or is unable to provide assistance, please contact our customer service. Upon verifying your proof of purchase, we will use reasonable efforts to process your return under the same conditions.

Subject to the above, we will refund the actual amount paid for the Products to your original payment method. Unless otherwise required by law, original shipping fees are generally non-refundable (except for standard shipping fees reimbursed under the Cooling-Off Right for EU/UK consumers).

Under this 14-Day Flexible Refund Policy, where returns are due to change-of-mind, incorrect size or style, or other non-quality reasons, the return shipping cost is borne by you. We usually offer two options:

  1. We provide a prepaid return label and deduct a fixed return shipping fee from your refund once we receive the returned Products; or
  2. You arrange shipping back to us independently (at your own cost).

In either case, returns must be shipped within the timeframe specified by us. Where we provide a prepaid return label, the applicable fee will be communicated during the return request process or by email, and such fee will be deducted from your refund. Where you choose your own carrier, we recommend using a trackable service and, for high-value items, purchasing shipping insurance. If the returned Products are lost or damaged in transit due to reasons not attributable to us, we may not be able to process your refund.

After we receive and inspect the returned Products, we will process your refund within a reasonable period (typically within 5–10 business days). Refunds will be made to the original payment method used for the order. We will send you a confirmation email once the refund has been processed. Please note that the actual time for the funds to reach your account may vary depending on your bank or payment provider.

6.4 Exchanges

At present, we do not offer direct exchanges by post. If you wish to change size or switch to a different item, please follow the return process described above and place a new order.

For Products purchased in physical stores, store staff may, where store policies permit, help you exchange unopened and unused items within 14 days, subject to in-store rules.

6.5 Returns of Gifts

If you have received a Product as a gift and wish to return it, the same 14-day policy applies, provided that the Product remains unopened and meets all return conditions.

For online purchases that are gifted to another person, ownership of the Product passes upon gifting, and the beneficiary of after-sales services (including returns) also changes accordingly. Once we confirm the return, we will refund the corresponding amount to the recipient, and the specific method and route of the refund will be agreed between us and the recipient. For returns of gifts purchased in physical stores, the store may provide solutions directly to the gift recipient.

If you have privacy concerns regarding gift returns, please contact our customer service, and we will do our best to find an appropriate solution.

6.6 Exceptions

Custom-made Products (see Clause 8 – Customization Services) are, in principle, non-cancellable and non-returnable once production has commenced, because such items are created exclusively according to your personalized requirements. Unless there is a quality defect or a material deviation from the agreed specifications, we cannot accept returns of custom-made Products based solely on subjective preference. Additionally, Products that are clearly marked “non-returnable” at the time of order (including clearly indicated final-sale items) are not covered by the 14-Day Flexible Refund Policy (without prejudice to your statutory rights in respect of defective Products). For consumable items, lubricants and other single-use or consumable Products, as well as intimate apparel without hygiene liners, once the packaging has been opened or there are signs of use, returns are typically not accepted even within 14 days, unless required by applicable law.

6.7 Return Procedure

To ensure a smooth return process, please follow these steps:

  1. Submit a return request via the website or customer service within the applicable return period;
  2. We will confirm your return eligibility and provide you with the return address and, where applicable, a return authorization or RMA number;
  3. Carefully repackage the Product (preferably in the original packaging or packaging of equivalent sturdiness), ensuring that all accessories, manuals, gifts or items from bundled sets are included. Please enclose a printed copy of your order confirmation email or clearly indicate the order number in the notes;
  4. Use the return label we provide or a courier of your choice to send the package back to us;
  5. Keep the shipping receipt and tracking number. If you choose your own carrier, you bear the risk of loss or damage until the package is delivered to us.

6.8 Abuse of Return Policy

Our return policy is designed to offer you reasonable flexibility rather than to encourage excessive returns. If we discover behaviour such as:

  • Repeated returns after obvious use of Products, citing reasons such as “subjective dissatisfaction” (for example, three returns within one year or two consecutive returns may be deemed “repeated”);
  • Returned items not matching the original order or having suspicious origins;
  • Missing essential components or severely damaged packaging (not caused by shipping);
  • Large volumes or high frequency of returns beyond normal consumer behaviour,

we reserve the right to refuse returns, to issue only partial refunds, to charge appropriate fees (such as repackaging or depreciation fees), or to take other reasonable measures.

We will communicate with you in such cases and decide whether to accept the return, issue a partial refund, or refuse the refund, based on the actual condition and reasonable signs of use of the Products.

This return policy supplements, and does not replace, any statutory consumer rights you may have in your country or region. Where mandatory laws provide specific rules on the return or replacement of defective Products, we will comply fully with such laws.

7. Warranty and Quality Guarantee

7.1 One-Year Free Repair/Replacement Warranty

We stand behind the quality of our Products. All Products purchased from our official website, our own boutiques or authorized partners are covered by a one-year free repair/replacement warranty from the order date for manufacturing defects under normal use.

If a Product fails due to material or workmanship defects within 12 months from the purchase date, we will repair or replace it free of charge. If repair is not possible and the same model is no longer available (for example, discontinued items), we will provide a replacement Product of equivalent value.

For purchases made on our official website, you can submit a warranty request via “My Orders”. For Products purchased in physical stores or from authorized resellers, the original store will normally assist you in initiating a warranty claim. If the store has closed, cannot be contacted or is unable to assist for other objective reasons, you may contact our customer service directly and provide valid proof of purchase (such as order number, receipt or invoice). Once verified, we will process your warranty claim directly. For confirmed warranty cases, we will bear the shipping costs for returning the Products to us.

In addition to repair and replacement, if a manufacturing defect is discovered within 180 days after purchase and you prefer a refund rather than repair/replacement, we offer a “quality-related refund” option.

Under this policy, if we inspect and confirm a genuine quality defect, you may return the Product and receive a full refund of the amount actually paid. For quality tracing and improvement purposes, we still require you to return the defective Product to us.

This quality-related refund option is only valid within 180 days from purchase. After 180 days, you still enjoy the one-year free repair/replacement warranty, but not the right to a no-fault refund.

7.3 Submitting a Warranty or Quality Claim

To request warranty or quality-related service, we suggest the following process:

  1. Contact Customer Service: Contact us via email, online chat or an inquiry form and provide your order number and a description of the issue. Please include photos or short videos where possible to help us conduct an initial assessment;
  2. Preliminary Troubleshooting: Our team may guide you through basic troubleshooting steps to determine whether the issue arises from a defect in normal use or from misuse/external damage;
  3. Return for Inspection: If we preliminarily determine a potential manufacturing defect, we will provide instructions for returning the Product (typically at our cost), such as a prepaid label or collection service;
  4. Quality Assessment: Once we receive the Product, our quality team will carry out an inspection. If the issue is confirmed to be due to material or workmanship defects, we will arrange repair, replacement or refund in accordance with these Terms and your preference (within the available options);
  5. Resolution and Feedback: We will complete the inspection and provide a resolution within a reasonable timeframe. After repair, the warranty period will extend to cover at least the original one-year term from the purchase date, or not less than 90 days from the date of repair, whichever is longer. Replacement Products may be new items of the same model or other Products of equivalent functionality and value. The warranty period after replacement will likewise cover at least one year from the original purchase date or 90 days from replacement, whichever is longer.

7.4 Exclusions

Our warranty and quality guarantees apply specifically to material and workmanship defects under normal use. The following situations are not covered:

  • Misuse, abuse or accidental damage: including use contrary to instructions, excessive force, violent pulling, dropping, impact, exposure to chemicals or extreme environments (such as prolonged sun exposure or immersion), etc.;
  • Normal wear and tear and ageing: such as minor fading, natural changes in leather texture, reasonable deformation or minor scratches arising from normal use;
  • Damage caused by external events: such as fire, flood, earthquake, pests or other force majeure events;
  • Unauthorized modifications or repairs: any dismantling, modification, drilling, cutting or repair performed by you or an unauthorized third party will void the warranty;
  • Consumable parts and battery degradation: such as natural decline in battery capacity over time, the end of life of light bulbs, depletion of lubricants or other reasonable consumption, unless clearly occurring far earlier than a reasonable lifespan;
  • Inherent minor variations in handcrafted and natural materials: for example, variations in leather or wood texture and colour, or small workmanship imperfections, provided that they do not affect safety or normal use and meet reasonable industry standards, are not considered defects;
  • Purely subjective preferences: such as “does not look as good as imagined” or “does not feel suitable for me”, which are not quality defects;
  • Lack of valid proof of purchase or expired warranty: where proof that the Product was purchased from us or an authorized channel cannot be provided, or where the purchase date is more than one year ago.

If we determine that an issue is outside the scope of the warranty, we will inform you of our assessment and, where possible, offer paid repair or other reasonable solutions.

7.5 Statutory Consumer Protection

Our one-year warranty and quality guarantee are in addition to and do not limit or replace any statutory consumer rights you may have under applicable law. To the extent that local law does not permit the exclusion or limitation of specific rights, those rights remain unaffected.

In the event of any conflict between these Terms and mandatory consumer protection laws, the provision that is more favourable to you as a consumer shall prevail.

8. Customization Services

We offer Product customization services for customers seeking a more personalized experience. By using our customization services, you agree to be bound by this Clause 8 as well as any separate customization agreement that may be signed for your specific project.

8.1 Types of Customization

We currently offer two main types of customization:

  • Light Customization: Minor personalization of existing Products, such as embossing text, hot-foil stamping of artwork, engraving or minor structural adjustments;
  • Deep Customization: Creation of a brand-new, unique piece based on your requirements, potentially involving new structural designs, special materials (e.g. specific types of leather, metal, wood, acrylic), special dimensions or complex techniques. This may include large furniture-like items, bespoke leather goods, custom garments and other exclusive pieces.

8.2 Customization Process

A typical customization project involves the following stages:

  1. Initial Consultation: You contact us through the “Customization Inquiry” form on our website or by email and briefly describe your ideas, intended use or desired experience. We carry out a preliminary feasibility assessment;
  2. Concept Discussion and Quotation: Our design team will communicate with you in more detail and may provide sketches, structural descriptions and craftsmanship suggestions. Once a basic concept is agreed, we will issue a formal quotation, specifying the main specifications, estimated production timeline and pricing;
  3. Payment Arrangements: Custom projects usually require upfront payments. We generally charge a non-refundable deposit to cover initial design work and material preparation and may require a first production instalment after signing the customization agreement to start manufacturing. The remaining balance is typically payable upon completion of the Product and prior to shipment. The specific payment schedule and percentages will be set out in the customization contract. Payment methods for customization orders are generally the same as for standard orders, although bank transfer may be recommended for large projects;
  4. Customization Agreement: For deep customization (and some complex light customization projects), we will sign a written customization agreement/contract with you, detailing the design concept, specifications, payment schedule, estimated delivery time, potential exclusivity arrangements, confidentiality clauses and variation/cancellation terms. In the event of any inconsistency between the customization agreement and these Terms, the customization agreement shall prevail for the specific project;
  5. Design and Production: Once the contract is in force and we have received the relevant payments, our artisans and production team will commence work. For key stages (such as prototypes or critical detail confirmation), we may share photos or videos for your review so that you can confirm or refine details within the agreed scope. The production schedule depends on the complexity of the project, and we will communicate promptly in case of significant delays;
  6. Final Confirmation and Shipment: Before completion, we may send you photos or videos of the finished Product for final confirmation. If minor adjustments are still technically feasible within the contract scope, we will endeavour to accommodate them. After you confirm and pay any remaining balance, we will arrange shipment;
  7. After-Sales Support: Custom Products are covered by the one-year warranty in Clause 7 for quality issues. Given the unique nature of deep customization, we will generally focus on repair rather than full replacement, where possible. We will use our best efforts to ensure that the final piece meets both the agreed specifications and the practical and aesthetic standards you expect.

8.3 Cancellation and Changes to Custom Orders

Please note that once a customization project has entered the design or production stages, it is generally not eligible for cancellation without cause. This is why the deposit is usually non-refundable: it is used to cover upfront design investments and material costs.

If you request cancellation before work begins or at a very early stage, we may, at our sole discretion and without legal obligation, consider refunding part of the amounts you have paid after deducting actual costs incurred.

Any changes during an ongoing project (such as altering dimensions, materials or structure) must be confirmed in writing by both parties. If such changes increase costs or production time, we will provide a revised quotation and delivery schedule. Material changes may be treated as a new project and require a new agreement.

8.4 Returns of Custom Products

Due to the highly personalized nature of custom Products, we cannot accept returns or exchanges for custom items except in cases of quality defects or material non-conformity with the agreed specifications.

Accordingly, the 14-Day Flexible Refund Policy set out in Clause 6 does not apply to custom Products.

Where a custom Product suffers from manufacturing defects or we fail to meet the agreed specifications, we will repair or remake the Product free of charge in accordance with Clause 7 and this Clause 8, and may provide reasonable compensation where appropriate.

Minor visual or natural variations inherent in handcrafted and natural materials, which do not affect the functionality and safety of the Product and are within the quality standards agreed in the contract, do not constitute a quality defect entitling you to return the Product.

8.5 Exclusivity and Uniqueness

For deep customization projects, we may provide certain levels of exclusivity:

  • Basic Exclusivity: After completing a unique custom piece for you, we will typically refrain from offering that exact design as a mass-produced item for a certain period as agreed between the parties;
  • Enhanced Exclusivity (Optional): By paying an additional fee, you may opt for an enhanced “one-of-a-kind” guarantee under which we agree not to reproduce the same custom design for any other customer during an agreed period. This ensures that your piece is truly unique worldwide.

We may assign each deep-customized Product a unique NARRENSCHIFF Custom Global Code, discreetly embossed or hot-stamped on the piece. If you opt for an enhanced exclusivity option, an additional “unique model” mark may be provided. The specific terms and duration of exclusivity will be set out in your customization agreement.

8.6 Intellectual Property in Custom Designs

All sketches, design concepts, technical documentation and other creative work produced by us in the course of customization are generally our intellectual property. We grant you the right to personally use and enjoy the finished custom Product, but this does not grant you the right to reproduce, commercialize or license the design (unless otherwise agreed in writing).

For deep customization, we will not use the full design to create identical pieces for others during the agreed exclusivity period.

We may, without disclosing your identity or private information, display certain images of custom works (appropriately anonymized) to showcase our craftsmanship or portfolio. If you require strict confidentiality, we can incorporate more robust confidentiality provisions into the customization agreement and refrain from or appropriately obscure your custom work in our promotional materials.

If you provide your own design elements or trademarks (such as a personal emblem), you represent and warrant that you own the necessary rights and consent to our use of such elements in your custom project without infringing third-party rights. We will not use your proprietary marks in other customers’ projects without your permission.

9. User Conduct

9.1 Acceptable Use and Content Guidelines

When using our website or any interactive features (such as product reviews, Q&A, blog or community features), you agree that you will not:

  • Engage in or assist any illegal or unlawful activities via the website, including but not limited to publishing illegal content or promoting unlawful activities;
  • Post or transmit any content that is illegal, defamatory, threatening, harassing, obscene, vulgar, invasive of privacy or otherwise offensive, including hate speech or discriminatory content (for example racism or sexism), or content that encourages violence or harm;
  • Post or upload any content that infringes the intellectual property, personality or privacy rights of any third party, such as using someone else’s images, text, trademarks or works without authorization;
  • Post spam, unsolicited advertising, pyramid schemes or other unauthorized commercial solicitations;
  • Use automated programs (bots, crawlers, scrapers, etc.) to access the website, or circumvent any technical measures implemented to prevent automated access (except for legitimate search engine indexing);
  • Attempt to interfere with the proper operation of the website or any transaction, or attempt to gain unauthorized access to the website, servers, databases or other systems (such as by hacking or brute-force password attacks);
  • Upload or distribute viruses, malware or any other harmful code that may damage or disrupt the website, networks or user systems;
  • Impersonate any person or entity, including pretending to be our employee, customer service agent or another user.

We reserve the right, but not the obligation, to monitor user content and to remove or edit any content that we deem in violation of these guidelines or otherwise inappropriate. If you encounter content that appears to violate these rules, you may report it to us through the website.

9.2 Product Reviews and User Submissions

When you submit product reviews, comments, images or other content to our website:

  • You retain the copyright in your content, but you grant us a non-exclusive, worldwide, royalty-free, sublicensable and long-term licence to use, copy, modify, translate, publish, display and distribute such content in any media or channel (for example, displaying reviews on the website or quoting them in promotional materials);
  • You represent and warrant that the content is original to you or that you have obtained all necessary permissions; you must not plagiarize or misappropriate content owned by others;
  • Your reviews should be based on genuine experience, and the content should be objective, honest and not excessively exaggerated or misleading;
  • We reserve the right to hide, delete, edit or refuse to display any reviews containing vulgar language, disclosing personal privacy, being clearly false or reflecting an apparent conflict of interest;
  • If you voluntarily provide suggestions or feedback regarding our Products or Services (outside of any formal business collaboration), such suggestions are generally deemed to be provided without expectation of compensation. We may freely use such suggestions (including developing products or services similar to your suggestions) without any obligation to pay you. However, as a gesture of goodwill, we may, at our discretion, offer a token of appreciation for particularly valuable suggestions.

By submitting content, you confirm that it does not violate this Clause and does not infringe any third-party rights. You agree to be responsible for any claims or losses arising from your content and to hold us harmless from any third-party claims related to your content (see Clause 12.3 – Indemnity).

10. Intellectual Property

All content and materials on this website and related to our brand, including but not limited to text, images, logos, button icons, photographs, audio and video clips, data compilations, software and the overall design and layout, are the intellectual property of NARRENSCHIFF or its content suppliers and are protected by copyright, trademark and other applicable laws.

The trademarks “NARRENSCHIFF” and related logos, taglines and packaging styles are our trademarks or service marks. You may not use our trademarks or overall visual identity in any way that could confuse consumers, or that disparages or harms our brand, without our prior written consent. For example, you may not place our trademarks on your own website or products in a way that suggests an unauthorized partnership.

Copyright

You may browse, download (including browser caching) and print content from our website for personal, non-commercial use. You may also take screenshots or share content on social media for personal, non-commercial use in a manner that positively promotes us and is not disparaging.

Except as expressly permitted by law or with our prior written consent, you may not modify, copy, republish, distribute, upload to other websites or create derivative works based on any part of the website content. In particular, you may not copy our product descriptions, images or other material for use on your own commercial website or for any commercial purpose without our permission.

Where we expressly permit (for example, in press kits, media materials or content marked as “shareable”), you may repost or quote such content subject to the relevant guidelines. You may also make fair reference to factual product specifications, but you may not copy our particular wording, images or overall layout.

User-Generated Content

As set out in Clause 9, you retain copyright in your own lawful content but grant us a licence to use it as described. We cannot fully control third-party conduct on other websites. If you discover that a third party has used our content or your original content from our website without authorization, you may report it to the relevant platform and/or to us, and we will take appropriate steps within the scope of our ability.

Copyright Infringement Notice (DMCA and Similar Mechanisms)

If you believe that any content on our website infringes your copyright, you may send us a written notice requesting removal or blocking of the relevant content. The notice should include:

  1. A description of the copyrighted work claimed to have been infringed;
  2. The specific location of the allegedly infringing content on our website (for example, the URL or product name);
  3. Your name, address, telephone number and email address;
  4. A statement that the use of the content is not authorized by the copyright owner, its agent or the law;
  5. A statement that the information in the notice is accurate and, under penalty of perjury, that you are the copyright owner or authorized to act on the copyright owner’s behalf;
  6. Your electronic or physical signature.

Please send the copyright infringement notice to our designated contact: [email protected]. We recommend using a subject line such as “Copyright Infringement Notice”. We will review the notice in accordance with applicable law and, where necessary, remove or block the content and, as appropriate, take measures against repeat infringers.

Patents and Product Designs

Some of our Products may be protected by design or utility patents. You must not reverse engineer, imitate or mass-produce our Products for commercial purposes. Purchasing our Products only grants you lawful possession and the right to use the physical items; it does not grant you any rights to replicate, license or commercially exploit the Product designs or technologies.

If you have any questions about our intellectual property or wish to request a licence, please contact us at [email protected].

11. Privacy and Data Protection

We take your privacy very seriously. Our practices for collecting, using, storing and disclosing your personal information are described in detail in our Privacy Policy, which forms an integral part of these Terms.

We strongly recommend that you read the Privacy Policy carefully to understand how we process your data. By using our Services or providing us with your personal information, you consent to our processing of your data as described in the Privacy Policy.

12.1 Disclaimer

Website and Services Provided “As Is”: Our official website and all content, information and Services provided through it are offered on an “AS IS” and “AS AVAILABLE” basis. We make no representations or warranties of any kind, express or implied, with respect to the website or Services (except where such warranties cannot be excluded by law).

We do not warrant that the website will be available at all times or be error-free, or that the website or servers are free from viruses or other harmful components. The website may be temporarily unavailable due to maintenance, upgrades or other reasons, and we will endeavour to minimize any disruption to you.

Product Information: We strive to provide accurate and complete information about our Products (including dimensions, colours, materials and instructions for use), but we do not guarantee that all information is 100% error-free. If a Product you receive differs materially from its description, your primary remedy is to return it in accordance with our return policy or seek repair/replacement under the warranty provisions, rather than claim additional damages.

No Medical or Professional Advice: Any content on the website regarding sexual health, intimate relationships or lifestyle is provided for general informational purposes only and does not constitute medical, psychological or legal advice. For health-related issues or medical decisions, you should consult qualified healthcare or mental health professionals.

We do not guarantee that using our Products will achieve any specific health, emotional or relationship outcomes. You must follow the instructions for safe use. We are not liable for any damage resulting from misuse, use beyond the intended purpose of the Products, or reliance solely on non-professional content.

Third-Party Websites and Services: Our website may contain links to third-party websites or services (for example external articles or partner websites). These links are provided for convenience only. We do not endorse and are not responsible for the content or privacy practices of such third-party websites. When you access third-party sites, you are subject to their terms and privacy policies and do so at your own risk.

Similarly, third-party services used on our website (such as payment providers or third-party logins) are governed by the terms of those service providers.

Exclusion of Implied Warranties: To the maximum extent permitted by law, we disclaim all implied warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, non-infringement, or warranties arising out of course of dealing or usage of trade. We do not warrant that the website or Services will be uninterrupted, error-free or that defects will be corrected.

Some jurisdictions do not allow the exclusion of certain warranties. In such jurisdictions, the applicable implied warranties will be limited to the shortest period or the minimum extent permitted by law.

12.2 Limitation of Liability

Types of Damages: To the maximum extent permitted by law, NARRENSCHIFF and its affiliates, officers, employees, agents and partners shall not be liable for any indirect, incidental, special, punitive or consequential damages, or for any loss of profits, revenues, data, goodwill or the cost of substitute goods or services, arising out of or in connection with your use or inability to use the website or Products, or any act or omission related to the website or Products, even if we have been advised of the possibility of such damages.

Cap on Direct Damages: In any event, our aggregate liability to you for any and all claims arising out of or relating to the website or any Product shall not exceed the greater of:

  1. The total amount you actually paid to us for the specific Product(s) giving rise to the claim; or
  2. If the claim does not relate to a specific purchase or you have not purchased any Product, USD 100 (or the equivalent amount in local currency).

Thus, if you only browse the website without making any purchase, our maximum liability for any loss related to the website is USD 100.

Specific Exclusions: Without limiting the generality of the foregoing, we are not liable for:

  • Unforeseeable Losses: any losses that were not reasonably foreseeable to both parties at the time you began using the website or purchasing Products;
  • Losses Not Caused by Our Fault: any losses arising from acts or omissions by you, third parties or force majeure events;
  • Business or Non-Consumer Losses: if you use our Products for commercial or resale purposes, we are not responsible for any loss of business profits, business interruption, loss of business opportunities or similar commercial losses;
  • Third-Party Conduct: any losses caused by other users or third parties acting unlawfully, infringing or otherwise improperly on the website;
  • Subjective Discomfort or Offence: any purely subjective feelings of discomfort, offence or disagreement with content, unless we have breached a legal duty.

Where applicable law does not allow the exclusion or limitation of certain types of damages or liabilities, we will limit our liability to the maximum extent permitted by that law.

12.3 Indemnity

You agree to indemnify, defend and hold harmless NARRENSCHIFF, its parent company, subsidiaries, affiliates, partners and their respective directors, officers, employees and agents (collectively, the “Indemnified Parties”) from and against any and all third-party claims, losses, liabilities, damages, costs and expenses (including reasonable attorneys’ fees and litigation costs) arising out of or related to:

  • Your breach of these Terms or any applicable law or regulation;
  • Your infringement of any third party’s rights (including intellectual property rights, privacy rights, rights of publicity or other rights);
  • Your misuse, abuse or negligent use of the website or Products;
  • Any dispute or claim arising from content you submit or provide on the website.

We reserve the right, at our own expense and without limiting your indemnity obligations, to assume the exclusive defence and control of any matter subject to indemnification. In such cases, you agree to cooperate with us in defending against such claims and you must not settle any matter without our prior written consent, unless such settlement imposes no obligations on any Indemnified Party and includes no admission of fault or non-monetary relief.

This indemnity clause shall survive the termination of these Terms.

12.4 Governing Law

These Terms, and any separate agreements under which we provide Services or sell Products to you, shall be governed by and construed in accordance with the laws of the People’s Republic of China, without giving effect to any principles of conflicts of laws.

We acknowledge that we operate globally and that consumers in different countries/regions may enjoy mandatory consumer protection rights under local law. If you prchase Products for personal consumption and reside outside Mainland China, the mandatory consumer protection laws of your country/region (such as EU or UK consumer laws) that grant you non-waivable rights will not be affected by this governing law clause. In other words, where such mandatory rules grant you stronger consumer rights than these Terms, those mandatory rules will prevail.

12.5 Dispute Resolution and Jurisdiction

We sincerely hope to resolve any concerns or disputes you may have through our customer service team. If you are dissatisfied with our Products or Services, please first contact customer service or email us at [email protected], and we will engage with you in good faith.

If amicable negotiations fail and unless otherwise required by mandatory laws, any dispute arising out of or in connection with these Terms or the website or Products (a “Dispute”) shall be submitted to the People’s Court with jurisdiction in Beijing for exclusive jurisdiction. Both parties agree to submit to the jurisdiction of such courts.

If you are a consumer and the law of your place of residence permits you to bring a claim in your home courts, these Terms do not deprive you of that option.

For EU consumers, if you are not satisfied with our resolution, you may also use the EU Online Dispute Resolution (ODR) platform for further assistance. This is an additional channel and does not constitute our acceptance of any specific procedure or outcome.

Unless otherwise determined by law or a competent authority, each party shall bear its own legal and related costs incurred in resolving any dispute.

12.6 Force Majeure

We shall not be liable for any failure or delay in performing our obligations under these Terms where such failure or delay is caused by events beyond our reasonable control (“Force Majeure”), including but not limited to: natural disasters (earthquakes, floods, hurricanes, etc.), fire or explosion, epidemics or pandemics, war, terrorism, riots or civil unrest, strikes or labour disputes not involving our own personnel, government actions or changes in laws and regulations, embargoes or blockades, interruption of public utilities, or widespread network/communications failures.

If a Force Majeure event affects our performance, we will:

  • Inform you as soon as reasonably practicable of the event and its expected impact;
  • Suspend performance of the affected obligations during the period of Force Majeure, with the performance period extended accordingly;
  • If delivery of Products is significantly affected, we will, after the event, discuss with you new delivery dates.

If a Force Majeure event continues for an extended period (for example, more than 30 days), either party may have the right to cancel the affected portion of the order or contract. If you decide to cancel undelivered Products due to significant delays caused by Force Majeure, we will refund any amounts you paid for such undelivered Products upon receiving your cancellation notice and confirming that the Products have not been delivered.

If the Products have been delivered but are severely delayed and you no longer wish to accept them, you may, subject to our consent, return the Products to us, and we may refund the Product price and applicable shipping fees as appropriate.

The Force Majeure clause does not waive your obligation to pay for Products already delivered, nor does it apply to any breach that had already occurred before the Force Majeure event.

12.7 Miscellaneous

Assignment

We may assign or transfer our rights and obligations under these Terms to another entity in connection with a business reorganization, merger, asset transfer or other commercial arrangement. We will notify you via the website or by email and ensure that such assignment does not reduce your statutory rights under these Terms.

You may not assign or transfer any of your rights or obligations under these Terms without our prior written consent.

Third-Party Rights

These Terms are concluded solely between you and us. Unless expressly stated otherwise, no third party shall have any right to enforce any provision of these Terms.

Where English law applies, the parties agree that the Contracts (Rights of Third Parties) Act 1999 shall not apply to these Terms (unless otherwise specifically provided).

Severability

If any provision of these Terms is held by a court or competent authority to be invalid, unlawful or unenforceable, such provision shall be deemed severed to the minimum extent necessary, and the validity and enforceability of the remaining provisions shall not be affected.

If any provision is invalid or unenforceable only in part or to a certain extent, the remainder shall remain in full force and effect.

No Waiver

If we do not insist that you perform any of your obligations under these Terms, or if we do not enforce our rights or delay in doing so, this does not mean that we have waived our rights. Any waiver must be given in writing to be effective and shall not be deemed a waiver of any subsequent breach.

Entire Agreement

These Terms, together with the other policy documents referred to herein (including the Privacy Policy, return policy and specific promotional terms), constitute the entire agreement between you and us in relation to your use of the website and purchase of Products, and supersede all prior oral or written agreements, promises or representations.

You confirm that you have not relied on any statement or promise not expressly set out in these Terms when entering into this agreement.

Headings

Headings in these Terms are for convenience of reference only and shall not affect the legal meaning or interpretation of any provision. Language

These Terms are drafted in English. If we provide translations into Chinese or other languages, such translations are for convenience only. In the event of any inconsistency or ambiguity between the English version and a translated version, the English version shall prevail (except where prohibited by applicable law).

Notices

Notices to you under these Terms will generally be given by email or by posting a notice on the website. You must ensure that the email address registered to your account is valid and kept up to date to receive our communications.

You may send notices or inquiries to us via the contact details provided below or on our website.

Contact Details

If you have any questions about these Terms or wish to contact us, please use the following details:

  • Email: [email protected]
  • Address: No.24086,No.269 Dahua Shan Street, Dahua Town, Pinggu District, Beijing.

Thank you for reading these Terms and for choosing NARRENSCHIFF. We look forward to being a trusted companion in your journey of intimacy and self-exploration.