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Returns Policy & Cancellation

When you shop with Erossimo we want you to be completely happy with your purchase. If for any reason you change your mind and want to alter the size or colour, select a different product, or cancel your order completely you can do so at any time up to when your products are despatched from our distribution centre. If you do decide to cancel before despatch you will receive a full refund of any payment made.

Returns and Refunds

Once we have despatched your order we want you to have time to inspect your products and be happy with your selection. If you are not happy with your products for any reason please contact our Customer Services Department within 7 days of receiving your order and you can exchange your item or request a full refund. Please note that you will be responsible for the cost of returning unwanted products to us and we strongly recommend that you use a recorded delivery service as we cannot process a until the products are received by us.

Clothing

Due to obvious health and hygiene restrictions we are limited to what we can and cannot accept with regard to the return of intimate items of lingerie and clothing. Therefore we recommend that if you try any clothing on and its not quite right or its not what you expected, providing you return the item in the condition you received it, in the original packaging, with all tags and security seals still in place and the item is not soiled or damaged we will refund or exchange the item for you. If an item is returned and found to have been overly handled and not in the pristine condition in which it was sent then we are unable to offer an exchange or refund and the item will be returned to you at your expense.

Step 1: Contact Customer Services (as soon as you can please) by email or telephone quoting your name, order reference number and reason for the return. Our team will then provide you with the return address details, which can also be found printed on the packing slip that will have been sent with your parcel.

Step 2: Simply send the package back to Erossimo within 7 days making sure that you enclose a covering letter detailing your name, address, telephone number, order reference and reason for the return; thats it, nice and simple!

To qualify for our 7 day money back guarantee:

  • The products must be unused. Personalised and/or bespoke items can only be returned if faulty
  • The products must be in their new, original condition and packaging
  • Items supplied in sealed packaging that have been opened are non refundable and non exchangeable
  • The goods must be received back to our Distribution Centre within 7 days from receipt of your purchased products
  • Lingerie or items of clothing, that have been used, worn or soiled are non refundable and non exchangeable
  • DVDs, videos and magazines are non refundable and non exchangeable

If we suspect that products have been used or any of the above conditions are not met then we reserve the right to return the goods to you at your expense.

Warranty

Unless marked specifically as a 'no warranty' item all products purchased from Erossimo carry a manufacturer's warranty. This generally covers a 30 day period after delivery, but may vary where shown on certain items. Warranty items are subject to inspection, and all items must be returned to our Distribution Centre. There are occasions when items need to be returned to the manufacturer for further examination. In this scenario, the refund or exchange may take longer to process than our standard terms but we promise to keep in touch and advise you if this is the case.

Defective Items

Step 1: If your product is defective, please contact Customer Services (as soon as you can please) by e-mail or telephone quoting your name, order reference number and the nature of the defect or fault. Our team will then provide you with the FREEPOST return address details.

Step 2: Simply return your product in its original box with all manuals, accessories and a covering letter detailing your name, address, telephone number, order reference and reason for the return to Erossimo within 7 days; thats it, nice and simple!

To qualify for our 30 day warranty guarantee:

  • Products can be exchanged or refunded up to 30 days after delivery for any agreed defect or fault
  • Products must be returned in a clean and sanitised condition; for reasons of health and hygiene, soiled items will not be accepted and will be returned to sender immediately
  • You must return the products with all packaging and a covering letter detailing your name, address, telephone number, order reference and reason for the return
  • When an item is operated by batteries we recommend that you check using a different set of batteries and that they are fitted correctly before returning such items
  • All returned products are tested and will be sent back to you at your expense if they are found to be working
  • If after inspection, it transpires that the product has been damaged by abuse or through use 'not for purpose', the product will be sent back to you at your expense
  • Please pay particular attention to waterproof products and adhere to the manufacturers guidelines for use
  • The freepost return address is specifically for faulty or damaged product returns. For unwanted or exchanged items, the postage cost is at the expense of the customer. If the freepost address is used for exchanged or unwanted items, this cost will be deducted from any refund given
  • Any refund will be issued using the same method of payment as the initial transaction

We have tried to make our Cancellation & Returns Policy as simple and straightforward as possible, but if you do have any further queries then please contact our Customer Services Department.

"Your statutory rights remain unaffected"

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