We hope you are pleased with your ESSILRO purchase. If you change your mind, you may request a return in accordance with the terms below.

CANCELLATIONS AND RETURNS

You have 14 days from the date you receive your order to notify us that you wish to cancel and return it. Once you have notified us, you have a further 14 days to send the item back.

To be eligible for a return, the item must be unused, unworn and in its original condition, with all tags, hygiene seals and original packaging intact. You will also need your order number or other proof of purchase.

HYGIENE-SENSITIVE PRODUCTS

For health and hygiene reasons, intimate wellness products, underwear and other hygiene-sensitive goods cannot be returned if their protective seal or packaging has been opened, removed, broken or otherwise compromised after delivery.

This restriction does not affect your statutory rights where an item is faulty, damaged, not as described or otherwise not fit for purpose.

HOW TO REQUEST A RETURN

Before returning any item, please contact us at support@essilro.com and include:

• Your name
• Your order number
• The item you wish to return
• The reason for the return

If your return is accepted, we will provide return instructions and the correct return address. Items sent back without first requesting a return may not be accepted.

Please do not send returns to any address shown on a parcel or delivery label unless we have specifically confirmed that address for your return.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order when it arrives. If an item is damaged, defective or incorrect, contact us as soon as possible at support@essilro.com, including your order number and clear photographs where appropriate.

We will assess the issue and arrange a suitable remedy in accordance with your statutory rights. Where an item is confirmed as faulty, damaged or incorrect, we will cover the reasonable cost of returning it.

ITEMS THAT CANNOT BE RETURNED

Unless faulty, damaged or not as described, we cannot accept returns of:

• Intimate wellness products or other hygiene-sensitive goods once their protective seal or packaging has been opened or compromised
• Underwear or lingerie where the hygiene seal has been removed or compromised
• Personalised, bespoke or made-to-order products
• Gift cards
• Perishable goods
• Hazardous materials, flammable liquids or gases

Sale items remain subject to the same statutory rights as full-price items.

RETURN SHIPPING

For change-of-mind returns, you are responsible for the cost of returning the item. We strongly recommend using a tracked postal service, as the item remains your responsibility until it reaches us.

Original standard delivery charges will be refunded where required by law. Any additional amount paid for express, premium or upgraded delivery will not normally be refunded.

REFUNDS

Once we receive and inspect your return, we will notify you whether the refund has been approved.

Approved refunds will be made to your original payment method within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back, whichever applies.

We may reduce the refund if an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and function.

Your bank or card provider may require additional time to process and display the refund.

YOUR STATUTORY RIGHTS

Nothing in this policy limits or excludes your rights under applicable consumer law, including your rights where goods are faulty, not as described or not fit for purpose.

For return enquiries, contact support@essilro.com.