We want every ESSILRO order to arrive exactly as expected. Because many intimate wellness products are hygiene-sensitive, please read the conditions below before opening a product seal.

Changing your mind

For eligible online purchases, you may tell us that you wish to cancel within 14 days after the day you receive the goods. After notifying us, you then have a further 14 days to return them.

To request a return, email info@essilro.com with your order number and the item you wish to return. We will provide the return instructions and return address. Please do not send an item back without contacting us first.

Hygiene-sealed intimate products

For health protection and hygiene reasons, sealed goods that are not suitable for return cannot be returned for a change of mind once their seal, protective wrapping or hygiene strip has been opened, removed, damaged or otherwise broken. This includes intimate wellness devices, products intended for intimate contact and other hygiene-sensitive items.

If the seal remains intact, the item is unused and it is in its original, complete and resaleable condition, it may be eligible for return. This hygiene exception does not remove your rights where an item is faulty, damaged, misdescribed or otherwise not of satisfactory quality.

Return condition and costs

Please return eligible goods with all original packaging, accessories, instructions and any complimentary items. You are responsible for the item until it reaches us and should use a tracked service.

You will normally pay the direct cost of a change-of-mind return. If the item is faulty, damaged on arrival, incorrect or misdescribed, contact us before returning it so that we can arrange an appropriate solution and reasonable return costs.

Refunds

For an eligible cancellation, we will refund the price paid and the basic outbound delivery charge, up to the cost of our least expensive standard delivery option. Extra delivery costs chosen above the standard service are not refundable unless required by law.

We will issue the refund without undue delay and no later than 14 days after receiving the returned goods or, if earlier, receiving acceptable evidence that they were sent back. We may reduce a refund to reflect loss in value caused by handling beyond what would be permitted when examining goods in a shop.

Refunds are made to the original payment method. Your bank or payment provider may take additional time to display the funds.

Faulty, damaged or incorrect goods

Inspect your order when it arrives. If something is faulty, damaged, incorrect or not as described, contact us promptly with your order number and clear photographs where relevant. Your statutory rights under the Consumer Rights Act 2015 are not affected.

Exclusions

Personalised or made-to-order items cannot normally be returned for a change of mind. Gift cards and other non-returnable items will be identified before purchase where applicable. Sale items retain the same statutory rights as full-price items.