Refund and Returns Policy

Last updated 2/21/2024

Want to return your item?

No problem, please note that we cannot be held responsible for loss or damage to your package during transit. We understand you might need a little more time over the festive period to return items to us so from 1st November you can return any unopened and unused items to us for a refund until the 31st January. We will also extend any money back guarantees purchased within this period by 90 days. Warranty terms and conditions remain unchanged.

For more information, please see our full returns policy.

Changed your mind?

If you are not happy with your purchase, you have 90 days to return your item(s). Please note that the item must be new and unused, with all the original accessories, free gifts, packaging and manufacturing seals intact to be eligible for a full refund. If you keep any free gifts we will deduct this from your total refund. Once the return has been processed, you will receive an email confirming your refund or replacement.

We advise that it can take up to 14 working days for your account to be credited with the refund, however, some payment providers and payment types can take up to 14 days to credit your account.

All items are inspected on return and if an item is returned to us damaged, used, in an unsuitable condition, or not as stated in the return request, we will be unable to give you a refund.

Please note that we are unable to refund any delivery or postage costs incurred.

All refunds are to the original payment method. If a gift card was used for purchase, then you will be given a credit voucher.

Cancellations and Amendments

We will endeavour to accommodate all requests for cancellations or address changes, however this cannot be guaranteed. Our warehouse team work quickly to ensure all orders are dispatched on time, therefore there is a very small window for amendments to be made. We ask that all customers double-check the contents of their order, discount codes, and shipping information before confirming their order to avoid disappointment. Check our shipping policy for more informations

Original Condition:

Hygiene and our customers’ safety are very important to us, we cannot accept the following back:

all devices which are opened, used, or security seal is not intact, unless a money back guarantee applies.

Consumable items such as brush heads, cleansers, gels, patches, etc.

Intimate items such as Elvie, Smile Makers, Lelo, Dame, Tenscare probes once opened.

Faults:

If you have any problems operating your device or believe there to be an issue with the function, please complete the returns form to submit your request for a replacement.

If your item is found to have an issue, then we will endeavour to replace it as a like for like replacement. With limited edition models, we will do our best to replace the device with the same model if the stock is available, but otherwise, we will replace the device with the standard model. In cases where an item is discontinued during the warranty period and we are unable to exchange we may offer store credit as an alternative. If your item is functioning to manufacturer specifications, it will be returned to you. We do not replace any consumable items such as brush heads, please do not include these in your parcel. If your device develops a fault within the first 90 days, we are happy to issue you with a refund, should you not want a replacement. In the unlikely event that your replacement device develops a fault and you have had a faulty device within 6 months of your original purchase, we can issue you with a refund, if requested. After 6 months, we can only offer store credit (which would be valid for 6 months) or a replacement device. Your warranty period will not refresh with replacement devices, it is applicable from your original purchase date.

Refunds:

We will aim to process your return within 14 working days of receiving your parcel. Once the return has been processed, you will receive an email confirming your refund or replacement. We advise that it can take up to 5 working days for your account to be credited with the refund, however, some payment providers and payment types can take up to 14 days to credit your account.

During sales or festivities processing times may be longer, please be assured we will work as quickly as possible to process your return.

If you order a product that is priced incorrectly for any reason, we will email you to inform you that we have not accepted your order and/or that the relevant part of your order has been cancelled. If you have already paid for the goods, we shall refund the full amount as soon as we are able. In the event that products are recalled in transit, we will process your refund once the products have been returned to us.

Please note that in case that, for any reason, customer refuses the delivery of the parcel, shipping costs and import duty fees related to the automatic return of the parcel to the sender will be charged to the customer. This amount will be deducted from the total amount of the order to be refunded.

In any case, the credit note will be issued after the parcel is returned to our warehouse and only after the quality check on the item(s).

Responsibility:

Returned items are your responsibility until they reach our returns center, so please ensure they are packed securely and are well protected. Please also retain your proof of postage in case you need to contact us about your return, the tracking number can be useful. We are not responsible for any items that are returned to us by mistake. In the event that we are able to locate the product, we will ask you to cover the cost to send this back to yourself. We are not responsible for any return shipping charges.

Items to be returned must be shipped at the customer's expense to the following address: Company: E-Factory Group Srl; VAT number: IT04472880246; Address: Via Bortolo Sacchi 3; City: Bassano del Grappa; Zip code: 36061; State: Vicenza; Country: Italy.

Please contact our customer care team about any parcels damaged in transit, including good quality photos of the damage and how your parcel arrived. This will allow us to investigate with the courier.

Fair use:

If we notice an unusual pattern of returns activity that doesn't seem right: e.g. if we suspect someone is using their devices and then returning them under a money back guarantee, ordering and returning frequently within 90 days, or the items returned don't match what they ordered then we might have to deactivate the account and any associated accounts. If you think we have made a mistake with this decision, please get in touch with our Customer Care team and they will be happy to discuss it with you. If your account has been deactivated and you need to make a valid return, contact our Customer Care team. They will provide you with a returns form, but you will be responsible for the cost of returning the goods to us.