Operator / Seller

The online store Ero Lounge is operated by:

Full legal details are available in our Legal Notice / Impressum.

1. Scope and Definitions

These Terms apply to consumer purchases made through erolounge.com, the “Store”.

In these Terms, “Customer”, “you” or “your” means the person placing an order through the Store. “We”, “us” or “our” means the seller named above.

Business-to-business sales are excluded unless expressly agreed in writing.

By using this Store or placing an order, you confirm that you are at least 18 years old and legally allowed to purchase and receive the ordered products in your country of residence.

2. Adult-Only Store and Product Responsibility

Ero Lounge sells adult wellness, intimate and sexual wellness products intended only for adults aged 18 years or older.

You are responsible for ensuring that the products you order are legal to purchase, import, possess and use in your country, region or local jurisdiction.

Products must be used responsibly, hygienically and only as intended. Always read and follow the manufacturer’s instructions, safety warnings, labels and user manuals before use.

Products are not medical devices unless the manufacturer clearly states otherwise.

3. Retailer / Reseller Status

We act as a retailer/reseller and not as the manufacturer, unless explicitly stated otherwise.

Product details, images, packaging, manuals, ingredients, technical information, safety information and included accessories may be provided by the manufacturer, brand owner, importer, responsible person, distributor or supplier.

Minor non-functional changes to packaging, presentation, colour tone, batches, labels or accessories may occur without affecting the core product function.

Any manufacturer warranty is in addition to your statutory consumer rights. It does not replace or limit your legal rights against us as the seller.

4. Offer, Order and Contract Formation

Product listings on the Store are invitations to place an order and are not binding offers.

Your order becomes binding when you complete checkout. The contract is concluded when we confirm your order by email or dispatch the goods, whichever happens first.

We may decline or cancel an order where legally permitted, including where:

• payment fails or cannot be verified;
• stock is unavailable;
• delivery restrictions apply;
• the delivery address cannot be verified;
• fraud, misuse or illegal activity is suspected;
• age compliance cannot be confirmed;
• there is an obvious pricing, product, technical, content or availability error.

If we cancel an order after payment, we will refund the amount paid using the original payment method where possible.

5. Prices, Currency, VAT Status and Errors

Prices are shown in EUR unless another currency is displayed at checkout.

Shipping costs and any optional services are shown before you place the order.

The seller is currently not registered in the regular Croatian VAT system / not a regular VAT payer. The seller has a PDV identification number for EU transactions: HR91794538442.

Unless our VAT/tax status changes or applicable law requires otherwise, VAT is not charged by us as a regular VAT payer. Where applicable, invoices may include the relevant small-taxpayer VAT note.

If an obvious pricing, product, content or technical error occurs, we may correct the error and, where legally permitted, cancel the order and refund you.

Discount codes, promotions, vouchers and special offers cannot be combined unless clearly stated.

Your bank, card issuer or wallet provider may apply additional currency conversion, issuer or payment fees outside our control.

6. Payment Methods

Payments are processed through secure Shopify checkout, Shopify Payments and related payment providers where available.

Available payment methods are shown at checkout and may vary by country, eligibility, device and payment provider availability.

Available methods may include card payments, wallet payments such as Apple Pay or Google Pay, and other payment methods displayed at checkout.

Additional verification, including 3-D Secure / Strong Customer Authentication, may apply.

No manual bank transfer and no cash on delivery are offered unless clearly stated at checkout.

Payment is due immediately unless stated otherwise.

Goods remain our property until paid in full, where permitted by applicable law.

7. Shipping, Delivery Area and Tracking

We currently sell and ship only to the countries available at checkout.

At the time of these Terms, supported countries may include:

If your country is not available at checkout, we do not ship there yet.

Orders are usually processed and dispatched within 1–3 business days after payment confirmation.

Delivery usually takes 3–7 business days after dispatch within supported countries. Remote areas, islands, carrier delays, peak periods, inspections or exceptional events may take longer.

Delivery times are estimates and are not guaranteed unless expressly stated at checkout.

If no specific delivery date has been agreed, goods will be delivered as soon as possible and no later than 30 days from conclusion of the contract, unless otherwise agreed or legally permitted.

Orders are shipped in plain, discreet packaging. Product names are not shown on the outside of the parcel.

Tracking information is sent by email after shipping where available.

Address changes are possible only before dispatch. After shipping, we cannot guarantee address correction, parcel redirection, rerouting or order merging.

Orders may ship in multiple parcels at no extra cost. Separate orders placed by the customer are not automatically merged after checkout.

8. Return to Sender, Uncollected Parcels and Refused Delivery

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

• reshipment after payment of an additional shipping fee; or
• refund of the eligible product price, minus original outbound shipping costs and carrier return charges where permitted by law.

This does not affect your statutory rights if the issue was caused by our error, carrier fault for which we are responsible, or if the product is defective, damaged, incorrect, incomplete, unsafe or not as described.

9. Inspection, Transport Risk and Partial Deliveries

Please check your parcel as soon as possible after delivery.

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

Please take photos of the outer box, shipping label, inner packaging and affected item, and contact us at info@erolounge.com as soon as possible, ideally within 48 hours.

Reporting damage quickly helps us investigate with the carrier, but it does not limit your statutory consumer rights.

For deliveries arranged by us, the risk of loss or damage passes to you only when you, or a person designated by you other than the carrier, physically receive the goods.

If you independently choose and commission a carrier that was not offered by us, risk may pass when the goods are handed to that carrier, in accordance with applicable law.

Partial deliveries may occur and do not affect your statutory rights.

10. 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.

For goods, the withdrawal period starts on the day you, or a person designated by you other than the carrier, receive the goods.

If multiple goods from one order are delivered separately, the withdrawal period starts on the day you, or a person designated by you other than the carrier, receive the last item, lot or piece.

If the withdrawal deadline falls on a weekend, public holiday or non-working day, the deadline may be extended to the next working day where required by applicable law.

To exercise your right of withdrawal, you must inform us by a clear statement before the withdrawal period expires.

You can do this by:

• using the electronic return / withdrawal function available through your customer account at account.erolounge.com, your order status page, or the Request Return / EU Withdrawal link where available; or
• contacting us at info@erolounge.com.

Please include your order number, full name, email address used for the order, and the item or items you wish to return.

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

11. Effects of Withdrawal

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

We will refund without undue delay and no later than 14 days from the day we are informed about your decision to withdraw.

We may withhold the refund until we have received the returned goods or until you provide proof 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 from the day you informed us of your withdrawal.

Unless the item is defective, incorrect, damaged, unsafe or not as described, you are responsible for the direct cost of returning the goods.

Refunds are issued to the original payment method used at checkout, unless this is impossible or unless another method is agreed with you. You will not be charged a fee by us for the refund.

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

12. Hygiene and Sealed Goods

For health protection and hygiene reasons, sealed goods that are not suitable for return are excluded from the right of withdrawal if they have been unsealed after delivery.

This may include sealed intimate products, sexual wellness products, cosmetics, lubricants, condoms and similar hygiene-sensitive products where return is unsuitable after opening, unsealing, use, damage or handling that makes the product unsuitable for resale.

Unopened, unused and sealed items will be reviewed according to EU withdrawal rules.

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

13. Return Procedure

To request a return, contact us at info@erolounge.com or use the electronic return / withdrawal function available through your customer account at account.erolounge.com, your order status page, or the Request Return / EU Withdrawal link where available.

Please include:

• order number;
• full name;
• email address used for the order;
• product you wish to return;
• reason for return, where applicable;
• photos if the product is defective, damaged, incorrect or unsafe.

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

Please pack returned goods securely and include accessories, manuals, seals and packaging where possible. Keep proof of postage and tracking.

Returns sent without first sending a return, complaint or withdrawal request may be delayed because we may not be able to identify the order. This does not limit your statutory right of withdrawal if you have validly exercised it within the legal deadline.

14. Order Cancellation Before Shipment

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

If the order has already been fulfilled, shipped, handed to the carrier or otherwise processed for dispatch, the standard return and EU withdrawal process applies where available.

Cancellation requests can be made through your customer account at account.erolounge.com, your order status page where available, or by contacting info@erolounge.com.

15. Legal Guarantee of Conformity

EU consumers have a legal guarantee if goods are defective, not as described, or do not conform to the contract.

Depending on the situation and legal conditions, you may be entitled to repair, replacement, price reduction or termination of the contract with refund.

These rights are separate from and in addition to any voluntary manufacturer warranty.

The legal guarantee applies between you and us as the seller, not only between you and the manufacturer.

If you believe an item is defective or not as described, contact us at info@erolounge.com with your order number, a description of the issue, and photos or video where useful.

16. Product Safety and Usage

Our products are intended only for adults aged 18 years or older and for private use.

Products are not medical devices unless explicitly stated by the manufacturer.

Before use, read and follow the manufacturer’s instructions, safety warnings and user manual.

Use suitable lubricant and cleaning practices according to the product type and manufacturer instructions.

For silicone toys, use water-based lubricant unless the manufacturer states otherwise.

Clean products before and after use according to the manufacturer’s instructions. Store products dry, clean and away from direct heat or sunlight.

Stop using the product immediately if damage, irritation, discomfort or malfunction occurs.

Keep products, packaging, batteries and accessories out of reach of children and pets.

Electrical products must be charged only as instructed by the manufacturer. Do not use electrical products while charging unless the manufacturer clearly states this is safe.

Do not immerse products in water unless the product is specifically rated waterproof.

For app-connected products, install apps only from official stores, grant only necessary permissions, and keep apps and firmware updated.

For product safety questions, safety notices, recalls or compliance requests, contact info@erolounge.com.

17. Batteries, WEEE and Disposal

Products, batteries and electronic accessories must not be disposed of with household waste where marked with the crossed-out wheeled-bin symbol.

Use appropriate local collection points for batteries and electronic waste.

Remove batteries where possible before disposal, following the manufacturer’s instructions.

18. Product Safety and Compliance Information

We act as a retailer/reseller, not as the manufacturer, unless explicitly stated otherwise.

Manufacturer details, importer details, EU responsible person information, safety warnings and product instructions may be shown on the product page, product packaging, product manual and/or accompanying product documentation.

Where applicable and available to us, we will provide relevant product safety or conformity information upon request.

For product safety, recalls or compliance questions, contact info@erolounge.com.

19. Customer Accounts

If you create a customer account, you are responsible for keeping your login credentials confidential.

You are responsible for ensuring that your email address, delivery address and phone number are accurate and up to date so that order updates, delivery notifications and return/cancellation communications can reach you.

Where available, customer accounts and order status pages may be accessed through account.erolounge.com.

20. Data Protection

We process personal data to fulfil orders, deliver products, process payments, provide customer support, handle returns, prevent fraud and meet legal obligations.

For details, please see our Privacy Policy.

For privacy requests, contact info@erolounge.com.

21. Complaints and Dispute Resolution

For complaints or order issues, please contact us first at info@erolounge.com.

We will try to resolve the matter fairly and efficiently.

The EU Online Dispute Resolution platform has been discontinued and is no longer available.

Unless mandatory law requires otherwise, we are not obliged or willing to participate in consumer arbitration procedures before a consumer arbitration body.

22. Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, intentional misconduct, or mandatory consumer rights.

For other claims, and where legally permitted, our aggregate liability per order is limited to the amount paid for that order, including standard shipping.

We are not liable for indirect, incidental, punitive or consequential loss, loss of profit, loss of revenue, loss of data, loss of goodwill or business interruption, where such exclusion is legally permitted.

We are not responsible for delays or failures caused by circumstances beyond our reasonable control, including carrier delays, customs or inspection delays, strikes, natural events, war, government action, supplier/manufacturer issues, power/network outages, or incorrect delivery information provided by the customer.

We are not liable for damage caused by misuse, improper handling, ignoring manufacturer instructions, lack of hygiene, modification, unsuitable storage, or normal wear and tear, where such limitation is legally permitted.

23. Force Majeure

If performance is prevented or delayed by circumstances beyond our reasonable control, our obligations are suspended for the duration of the event, where legally permitted.

This may include carrier disruptions, customs or inspection delays, strikes, lockouts, natural events, war, government action, epidemics, supplier/manufacturer issues, transport disruption, power failure, network outage or other events outside our reasonable control.

We will take reasonable steps to reduce the impact and inform affected customers where appropriate.

24. Applicable Law and Forum

Croatian law governs these Terms, without prejudice to the mandatory consumer protections of your country of habitual residence.

Consumers may bring claims in the courts of their habitual residence where mandatory consumer law provides this right.

For merchants/business customers, where permitted by law, the exclusive forum is Croatia.

25. Changes to These Terms

We may update these Terms for legitimate reasons, including legal changes, operational changes, new payment or delivery methods, or changes to our store processes.

The version in force at the time of your order applies to that order.

26. Severability

If any provision of these Terms is invalid or unenforceable, the remaining provisions remain in effect.

The invalid or unenforceable provision will be replaced by applicable law or by a valid provision that comes closest to the original purpose, where legally permitted.