Refund policy

 Returns & Refund Policy - EROSINOVA

Your Rights to Cancellation

Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods. Following cancellation, you have a further 14 days to return the items to us.

Important Limitation: This right does not apply to sealed goods where the seal has been broken post-delivery, and where the goods are unsuitable for return due to health protection or hygiene reasons. This specifically applies to all sexual wellness products and personal care items once opened or unsealed.

Eligibility for Returns

To be eligible for a return and subsequent refund (where the hygiene exception does not apply):

  • Items must be unused, unopened, and remain in their original sealed packaging.

  • Proof of purchase (receipt or order confirmation) must be provided.

  • Returns must be pre-approved by our team at elevate@erosinova.com before being shipped. Unapproved returns may be rejected.

  • Customers are responsible for return postage costs, unless the item is demonstrably faulty, damaged, or incorrect.

Hygiene-Sensitive Items (Non-Returnable Once Opened)

For the protection of all our customers, and due to health and safety regulations, we cannot accept returns on any sexual wellness products or personal care items once they have been opened or unsealed.

This includes, but is not limited to:

  • Internal or external-use pleasure items (e.g., vibrators, dildos, kegel weights).

  • Consumables (e.g., lubricants, gels, massage oils).

  • Personal care or intimate cleaning products.

These items are strictly exempt from the standard 14-day cancellation right once the original seal is broken.

Damaged, Faulty, or Incorrect Items

If you receive a product that is faulty, damaged in transit, or incorrect, please contact us immediately at elevate@erosinova.com.

We will arrange a replacement or issue a full refund, including covering the cost of return shipping, if necessary. Please do not return a faulty item before receiving specific instructions from our team.

Exchanges

We do not offer direct exchanges. To exchange a product, please return the original item (if eligible under this policy) for a refund, and then place a new order for the desired product.

Refunds

Once your approved return is received and inspected:

  1. You will be notified regarding the approval or rejection of your refund.

  2. Approved refunds will be processed to your original method of payment.

  3. Please allow 5-10 business days for the refund to reflect in your account, as processing times vary by bank/payment provider.

Exceptions (Non-Returnable)

The following items are exempt from our returns policy:

  • Opened/unsealed sexual wellness or personal care products (as detailed above).

  • Custom or made-to-order items.

  • Downloadable digital products or gift cards.

  • Sale items: Discounted products are final sale unless they are faulty or damaged, or if they are unopened and do not fall under the hygiene exemption.

Questions?

If you have any questions or require assistance regarding our policy or your order, please contact us directly at elevate@erosinova.com. Our team is happy to help you elevate your experience!