Terms of service
TERMS OF SERVICE
Last updated: 26 July 2026
These Terms of Service apply to your use of essilro.com and to purchases made through the website.
ESSILRO is operated by Raj Sandhu, a sole trader trading as ESSILRO.
Business address: 18 Rollit Crescent, London, TW3 3SF
Email: support@essilro.com
By using our website or placing an order, you agree to these Terms. Please read them carefully before purchasing.
ABOUT ESSILRO
ESSILRO is an online retailer of adult intimate-wellness, personal-care and related lifestyle products.
ESSILRO is not a limited company. The legal seller is Raj Sandhu trading as ESSILRO.
AGE RESTRICTION
Our website and products are intended only for adults aged 18 or over.
By accessing the website or placing an order, you confirm that you are at least 18 years old and legally able to enter into a binding contract.
We may cancel or refuse an order where we reasonably believe that the purchaser is under 18 or that the products are being purchased for someone under 18.
OUR PRODUCTS
We take reasonable care to describe and display our products accurately. However, colours, packaging, dimensions and appearance may vary slightly from images displayed on different devices.
Product packaging or presentation may change where a manufacturer or supplier updates it, provided that the product remains materially as described.
Please read all product descriptions, instructions, warnings and suitability information before purchasing or using a product.
Our products are not intended to diagnose, treat, cure or prevent any medical condition. Information provided on our website is general information and is not a substitute for advice from a qualified medical professional.
If you have a medical condition, are pregnant, have recently undergone surgery, use an implanted medical device or have concerns about whether a product is suitable for you, seek appropriate medical advice before use.
ORDERS
When you place an order, you are making an offer to purchase the products in your basket.
After receiving your order, we will send an acknowledgement email. This acknowledgement confirms that we have received your order but does not necessarily mean that we have accepted it.
A binding contract is formed when we confirm that your order has been accepted or dispatched, whichever occurs first.
We may refuse or cancel an order before acceptance where:
• A product is unavailable
• Payment cannot be authorised
• There is an obvious pricing or product-description error
• We reasonably suspect fraud, misuse or unlawful activity
• Delivery restrictions prevent us from fulfilling the order
• We reasonably believe that the age requirement has not been met
If we cancel an order after taking payment, we will refund the amount paid for the cancelled item.
PRODUCT AVAILABILITY
All products are subject to availability.
Adding an item to your basket does not reserve it. On rare occasions, an item may become unavailable after you place an order.
If we cannot supply an item, we will contact you and either offer an appropriate alternative, where you agree, or issue a refund for the unavailable item.
PRICES AND PAYMENT
Prices are shown in pounds sterling unless stated otherwise.
The total price payable, including applicable taxes and delivery charges, will be displayed before you complete your purchase.
We reserve the right to change prices at any time, but changes will not affect an order that we have already accepted.
If a product is listed at an obviously incorrect price, we may contact you before accepting the order and ask whether you wish to continue at the correct price. We will not charge the corrected price without your agreement.
Payment must be made using one of the payment methods available at checkout. Payments are processed securely by Shopify and our payment providers.
DELIVERY
Available delivery methods, estimated delivery times and charges will be shown at checkout or explained in our Delivery information.
Delivery estimates are not guaranteed dates unless we expressly agree otherwise.
Unless a different timeframe has been agreed, we will deliver your order without undue delay and no later than 30 days after the contract is formed.
Orders containing multiple products may arrive in separate parcels.
You are responsible for providing a complete and accurate delivery address. Please contact us promptly if you notice an error. We cannot guarantee that an address can be changed after an order has entered processing or dispatch.
If delivery is delayed by circumstances outside our reasonable control, we will contact you as soon as reasonably possible and take steps to minimise the delay.
RISK AND OWNERSHIP
The products become your responsibility when they are delivered to you or to a person identified by you to receive them.
Ownership of the products passes to you once we have received payment in full and the products have been delivered.
DISCREET PACKAGING
We understand the importance of privacy. We aim to dispatch orders in discreet external packaging that does not unnecessarily identify the nature of the contents.
Courier labels and payment records may still show legally or operationally required information, including the trading name used to process or deliver the order.
CANCELLATION AND RETURNS
Your cancellation and return rights are explained in our Return and Refund Policy, which forms part of these Terms.
For most online purchases, you have 14 days after receiving the goods to notify us that you wish to cancel. After notifying us, you normally have a further 14 days to return the goods.
For health and hygiene reasons, intimate-wellness products, underwear and other hygiene-sensitive goods cannot be returned after their protective seal or sealed packaging has been opened, removed, broken or otherwise compromised.
This hygiene restriction does not affect your statutory rights where goods are faulty, damaged, not as described or not fit for purpose.
Before sending anything back, contact support@essilro.com for return instructions and the correct return address.
Do not return products to the business address or to an address shown on a delivery label unless we have specifically instructed you to do so.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
Products must be of satisfactory quality, fit for their usual purpose and as described.
Please inspect your order when it arrives. If a product is faulty, damaged, incorrect or not as described, contact support@essilro.com as soon as reasonably possible with your order number and photographs where appropriate.
We will assess the issue and provide an appropriate remedy in accordance with your statutory rights.
Nothing in these Terms limits your rights under the Consumer Rights Act 2015 or other applicable consumer-protection law.
SAFE AND RESPONSIBLE USE
You must follow all instructions, safety information, cleaning guidance and warnings supplied with a product.
Stop using a product immediately if it causes pain, injury, irritation, numbness, an allergic reaction or any other unexpected adverse effect. Seek appropriate medical advice where necessary.
Products must be used only for their intended lawful purpose. You are responsible for determining whether a product is suitable for your individual circumstances.
WEBSITE USE
You may use our website only for lawful personal purposes.
You must not:
• Use the website for unlawful, fraudulent or abusive purposes
• Attempt to gain unauthorised access to the website, customer accounts or connected systems
• Introduce viruses, malware or other harmful material
• Scrape, copy or extract website content using automated methods without permission
• Interfere with the security, availability or operation of the website
• Submit false, misleading, defamatory, obscene or unlawful content
• Use our content, branding or intellectual property for commercial purposes without written permission
We may restrict or suspend access where reasonably necessary to protect our customers, website or business.
ACCOUNTS
If you create a customer account, you are responsible for keeping your password and login details confidential.
You must provide accurate information and notify us promptly if you believe that your account has been accessed without permission.
We may suspend or close an account where we reasonably suspect fraud, misuse, a security risk or a serious breach of these Terms.
INTELLECTUAL PROPERTY
All website content—including the ESSILRO name, branding, text, graphics, photographs, layout and design—is owned by or licensed to us and is protected by applicable intellectual-property laws.
You may view and use the website for your personal, non-commercial use.
You must not reproduce, distribute, modify, publish, sell or commercially exploit our content without prior written permission.
REVIEWS AND CUSTOMER CONTENT
If you submit a review, photograph, comment or other content, you confirm that:
• It is based on your genuine experience
• It is accurate and not misleading
• You own it or have permission to submit it
• It does not infringe another person’s rights
• It is not unlawful, defamatory, abusive or obscene
You retain ownership of your content but give us a non-exclusive, royalty-free permission to display and use it in connection with operating and promoting ESSILRO.
We may decline or remove content that breaches these Terms, but we will not suppress a genuine review merely because it is negative.
THIRD-PARTY SERVICES AND LINKS
Our website may contain links to third-party websites or use services provided by Shopify, payment processors, couriers and other providers.
We are not responsible for the content, availability or privacy practices of third-party websites that we do not control.
Your use of a third party’s service may also be governed by that provider’s terms and privacy policy.
PROMOTIONS AND DISCOUNT CODES
Promotions and discount codes may be subject to additional conditions, eligibility requirements and expiry dates.
Unless stated otherwise, promotional codes cannot be exchanged for cash, applied retrospectively or combined with another offer.
We may withdraw or correct a promotion where it has been published in error or is being misused. This does not affect an order that we have already accepted, except where the promotion or price was obviously incorrect.
OUR RESPONSIBILITY TO YOU
We do not exclude or limit liability where it would be unlawful to do so, including liability for:
• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Breach of your statutory rights relating to goods
• Any other liability that cannot legally be excluded
If we fail to comply with these Terms, we are responsible for foreseeable loss or damage caused by that failure or by our failure to use reasonable care and skill.
We are not responsible for loss or damage that was not reasonably foreseeable when the contract was formed.
We supply products for private, domestic use. We are not responsible for business losses, including loss of profit, revenue, opportunity or business interruption, where you use products for commercial purposes.
Nothing in this section affects your statutory consumer rights.
EVENTS OUTSIDE OUR CONTROL
We are not responsible for delays or failures caused by events outside our reasonable control, including severe weather, transport disruption, industrial action, supplier interruption, network failure, government action or other unforeseen events.
We will take reasonable steps to minimise the effect of any such event and keep you informed where it materially affects your order.
PERSONAL INFORMATION
We process personal information in accordance with our Privacy Policy.
Please review the Privacy Policy to understand what information we collect, how we use it and your rights.
CHANGES TO THESE TERMS
We may update these Terms to reflect changes to our services, business practices or legal obligations.
The Terms that apply to an order are those in force when the order is placed. The latest version will be published on our website with the most recent update date.
SEVERABILITY
If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect.
NO WAIVER
If we delay enforcing any right under these Terms, this does not mean that we have waived that right.
TRANSFER OF RIGHTS
We may transfer our rights and obligations under these Terms to another organisation, provided that this does not reduce your rights.
You may transfer your rights under these Terms only with our written agreement, except where applicable law allows otherwise.
GOVERNING LAW
These Terms and any contract between you and ESSILRO are governed by the laws of England and Wales.
If you are a consumer living elsewhere in the United Kingdom, you will continue to benefit from any mandatory protections available under the law applicable to you.
Any dispute may be brought before the courts of England and Wales. Consumers living in Scotland or Northern Ireland may also bring proceedings in their local courts where applicable.
CONTACT US
ESSILRO is operated by:
R Sandhu trading as ESSILRO
18 Rollit Crescent
London
TW3 3SF
United Kingdom
Email: support@essilro.com
MODEL CANCELLATION FORM
Complete and send this form only if you wish to cancel an eligible order. You may also cancel by emailing support@essilro.com with the same information.
To: Raj Sandhu trading as ESSILRO
Email: support@essilro.com
I hereby give notice that I cancel my contract for the sale of the following goods:
Order number:
Goods ordered:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Customer’s signature, if this form is submitted on paper:
Date: