Widerrufsrecht

Please note: if you purchased your ElectraStim product from another seller, such as Lovehoney, Amazon, or a physical retail store, you will need to contact the original seller first. Their own returns policy will apply. For warranty support, the original seller may liaise with us where required.

This policy applies to products purchased directly from this website.

14-Day Right of Withdrawal

If you are a consumer in the European Union, you have the right to withdraw from your online purchase within 14 days without giving a reason.

The withdrawal period begins on the day you, or someone nominated by you, receives the goods. If your order arrives in separate deliveries, the period begins when the final item is received.

To exercise your right of withdrawal, you must clearly tell us within the 14-day period by:

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

Once you have notified us, you must return the goods within 14 days.

Hygiene-Sensitive Products

Many ElectraStim products are intimate products designed for body contact. For hygiene and health protection reasons, we can only accept change-of-mind returns where the product is unopened, unused, undamaged, and sealed in its original retail packaging.

You lose the right to withdraw if a sealed hygiene-sensitive product has been unsealed after delivery.

This includes, but is not limited to, stimulators, electrodes, insertable products, intimate accessories, body-contact products, and gels or liquids where the seal has been broken.

This does not affect your rights if an item is faulty, damaged, or not as described.

30 Day Returns

We may accept returns of unopened, unused, sealed products within 30 days of receipt.

Returned items will be inspected. If an item has been opened, used, damaged, or is not in a resaleable condition, the return may be rejected.

Return Shipping Costs

Unless the item is faulty, damaged, or incorrect, you are responsible for the cost of returning goods to us.

You are responsible for the goods until they reach us, so we strongly recommend using a tracked service and keeping proof of postage.

Refunds

Once your return has been received and inspected, we will process any refund due.

For valid 14-day withdrawal returns, we will refund the returned goods and the standard delivery cost paid on the original order if applicable. If you selected a more expensive delivery option, we will only refund the cost of our standard delivery option.

We may withhold the refund until we have received the goods back or until you have provided proof that the goods have been returned.

Refunds will be made to the original payment method unless otherwise agreed.

Faulty Stimulators

ElectraStim stimulators include a 12-month warranty as standard, with a free upgrade to 3 years if registered through our free Extended Warranty Program. This commercial warranty does not affect your statutory rights.

EU consumers have a minimum 2-year legal guarantee if goods are faulty or do not work as advertised.

If your stimulator develops a fault, please contact info@electrastim.com with your order number and details of the issue.

Many issues can be resolved remotely with troubleshooting. If the item is clearly inoperable or mechanically broken, we may ask you to return it to us for inspection, repair, or replacement.

All returned items must include a completed RMA form obtained from our Customer Services team. Returns may not be accepted without this form.

Damage caused by misuse, excessive force, accidental damage, or unauthorised modification is not covered by free repair or replacement. This includes broken charging ports or output sockets caused by excessive force.

Faulty Accessories

Accessories and toys may not have the same commercial warranty period as stimulators, but we will always try to help resolve any issues.

Please contact info@electrastim.com with your order number and details of the issue.

If you are asked to return a used item for inspection, please clean it thoroughly before sending it back to us to avoid paying a cleaning fee.

Rejected Returns

All returns, whether faulty or not, must be returned in a sanitary and hygienic condition.

Items received in an unsanitary condition may be rejected, and you will be notified.

If you would like the item returned to you, you may be asked to cover the return postage cost. Alternatively, where appropriate, we may offer a rejected return cleaning service for a fee. This fee covers cleaning, labour, PPE, and return postage after inspection or repair.

Out of Warranty Repairs

ElectraStim stimulators are designed to have a long lifespan. If your stimulator is outside of the warranty period but requires a repair, we may be able to offer a paid refurbishment or repair service.

Please contact info@electrastim.com to discuss your repair options.