Refund policy

Order Cancellation Before Shipment

You may request cancellation before your order has been fulfilled or shipped.

A cancellation request does not automatically change the status of your order. We will review the request and confirm whether cancellation was possible. If the order has already been fulfilled, shipped, handed to the carrier or otherwise processed for dispatch, the return and EU withdrawal process applies where legally available.

Request cancellation through your customer account or email info@erolounge.com. Please include your order number and the email address used for the order.

EU Right of Withdrawal

If you are a consumer in the European Union, you generally have the right to withdraw from an eligible online purchase within 14 days without giving a reason, subject to the statutory exceptions explained below.

For goods, the withdrawal period expires 14 days after the day on which you, or a person designated by you other than the carrier, receive the goods.

If one order is delivered in several parcels, lots or separate deliveries, the withdrawal period expires 14 days after the day on which you, or a person designated by you other than the carrier, receive the last item, lot or piece.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, inform us by a clear statement before the withdrawal period expires. You do not need to give a reason.

You can do this by:

• using the electronic withdrawal, cancellation and return function; or
• emailing us at info@erolounge.com.

Please identify the contract clearly by including:

• your order number;
• your full name;
• the email address used for the order;
• the item or items concerned; and
• a clear statement that you wish to withdraw from the contract.

You may use the model withdrawal form at the end of this policy, but this is not mandatory. Any clear statement is sufficient if it is sent before the withdrawal period expires.

Product Condition and the Hygiene Exception

To receive a full refund, handle the goods only as much as necessary to establish their nature, characteristics and functioning, similar to how you would inspect them in a physical store. Please return all accessories, manuals and supplied components and, where reasonably possible, the original product packaging.

The statutory withdrawal right does not apply to sealed goods that are genuinely unsuitable for return for health protection or hygiene reasons if their seal has been broken after delivery.

We do not treat all intimate or adult wellness products as automatically final sale. The hygiene exception is assessed individually and applies only when the legal conditions are met. An unopened product is not automatically excluded merely because it is an intimate-wellness product.

This exception does not affect your statutory rights if a product is defective, damaged, incorrect, incomplete, unsafe or not as described.

Return Shipping Cost

For a standard withdrawal where the item is not defective, damaged, incorrect, incomplete, unsafe or non-conforming and you simply changed your mind, you are responsible for the direct cost of returning the goods.

If the item is defective, damaged, incorrect, incomplete, unsafe or not as described, contact us before sending it back so we can review the case and provide the appropriate solution.

Return Instructions

Submit your request through your customer account or email info@erolounge.com.

We will provide return instructions and the applicable return address. The return address may differ from our registered business address.

Pack returned goods securely and keep proof of postage and tracking.

Goods returned without information that allows us to identify the order may be delayed. This does not limit your statutory right of withdrawal if you validly exercised it within the legal deadline.

Refunds After Withdrawal

If you validly withdraw from the contract, we will refund eligible payments received from you, including the cost of the cheapest standard delivery option offered for the original order where required by law.

Premium, express, special or non-standard delivery costs are not refunded beyond the cost of the cheapest standard delivery option offered for the original order.

We will refund without undue delay and no later than 14 days after the day on which we are informed of your decision to withdraw.

We may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

You must send the goods back without undue delay and no later than 14 days after the day on which you informed us of your withdrawal.

Refunds are issued using the same payment method used for the original transaction unless you expressly agree otherwise. You will not be charged a fee by us for the refund.

Inspection and Diminished Value

You are responsible only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Where permitted by law, we may reduce the refund to reflect that diminished value. This is separate from the sealed-goods hygiene exception described above.

Defective, Damaged, Incorrect, Incomplete, Unsafe or Non-Conforming Products

If your item is defective, damaged, incorrect, incomplete, unsafe or not as described, contact us at info@erolounge.com.

Please include:

• your order number;
• a description of the issue;
• photos or video where useful;
• photos of the parcel and packaging if the issue relates to delivery damage; and
• any product label, batch, serial number or packaging information where relevant.

Please stop using the product if you believe it may be unsafe.

We will review the case and provide a suitable remedy in accordance with applicable consumer law. Depending on the circumstances and legal conditions, this may include repair, replacement, price reduction or refund.

Legal Guarantee of Conformity

EU consumers benefit from a minimum two-year legal guarantee if goods are defective, not as described or do not conform to the contract.

These rights apply between you and us as the seller and are separate from any voluntary manufacturer warranty.

Where goods do not conform to the contract, you may be entitled to have them brought into conformity free of charge or, where the legal conditions are met, to receive a price reduction or refund.

Manufacturer Warranties

Some products may include a voluntary manufacturer warranty. A manufacturer warranty is separate from your statutory consumer rights against us as the seller.

If a manufacturer warranty applies, its terms, duration and process are determined by the manufacturer. We may help direct you to the relevant manufacturer process where appropriate.

Product Safety Concerns

If you believe a product is unsafe, has caused an accident or presents a safety concern, stop using it and contact us as soon as possible at info@erolounge.com.

Please include your order number, product name, photos of the product and packaging, and a clear description of the concern.

We may request further information so the case can be reviewed and, where required, reported or handled in accordance with applicable product-safety rules.

Damaged Parcels or Missing Items

Check your parcel as soon as reasonably possible after delivery.

If the package is visibly damaged on delivery, where possible, ask the courier to note: “Package visibly damaged.”

Keep all packaging and take clear photos of:

• the outer box from all sides;
• the shipping label;
• the inner packaging;
• the damaged item or missing-item evidence; and
• any visible damage or tampering.

Contact us at info@erolounge.com with your order number and photos as soon as reasonably possible, ideally within 48 hours.

Reporting damage quickly helps us investigate with the carrier, but the suggested 48-hour period does not limit your statutory consumer rights.

Uncollected, Refused or Undeliverable Parcels

If a parcel is returned because it was undeliverable, uncollected or refused, or because the customer provided incorrect or incomplete delivery information, we may review the circumstances and offer one of the following options where permitted by law:

• reshipment after payment of an additional shipping fee; or
• refund of the eligible amount, with any lawful deduction explained to you.

This does not affect your statutory rights where the issue was caused by our error, a carrier issue for which we are responsible, or goods that are defective, damaged, incorrect, incomplete, unsafe or not as described.

Complaints

If you have a complaint about your order, delivery, refund, product condition or our service, contact us at info@erolounge.com.

Please include your order number and a clear description of the issue. We aim to review complaints fairly and provide a practical response.