RETURNS & REPLACEMENTS

Last updated: 02/01/2025

However, below you will find your relevant refund and return rights for your jurisdiction.

1. Introduction

This Refund Policy ("Policy") establishes the terms and conditions under which returns, exchanges, and refunds may be processed for purchases made through the website located at esoworld.co.uk (the "Site"). This Policy is constructed in compliance with applicable consumer protection laws and reflects the varying requirements based on the jurisdiction in which the transaction occurs. Where local laws grant discretion to Eso World, this Policy will be interpreted in a manner that best serves the interests of Eso World.

2. Country-Specific Return and Refund Policies

Return and refund policies are defined by jurisdiction to comply with local consumer protection laws. Each policy provides specific criteria and conditions, which may be subject to Eso World's interpretation, unless otherwise explicitly restricted by law.

2.1 United Kingdom (UK) and European Union (EU)

• Right to Cancel: Customers in the UK and EU are afforded the right to cancel their purchase within 14 days of receiving the product, pursuant to the Consumer Contracts Regulations (UK) and the EU Consumer Rights Directive. However, this right is subject to exceptions, particularly for custom-made, perishable, or hygiene-related products, and may be further restricted where unsealing compromises product integrity.
• Return Process: To exercise the right to cancel, customers must notify us within 14 days of receipt. The product must be returned in its original, unused condition, inclusive of all packaging. The customer is responsible for return shipping costs, unless otherwise mandated by law. Eso World reserves the right to reject returns that do not meet these criteria or that fail to comply with the specified process.
• Refund Processing: Refunds will be issued within 14 days of receiving the returned item, provided it meets the return conditions. Processing times may vary depending on the payment provider and any applicable legal requirements.

2.2 Australia

• Consumer Guarantees: Australian Consumer Law entitles customers to remedies, including refunds, repairs, or replacements, for products that are proven to be faulty, materially different from the description, or otherwise unfit for purpose. Eso World reserves the right to determine the most appropriate remedy based on the nature of the defect and other relevant factors.
• Return Process: Customers must notify us of any issues within a "reasonable period" as determined by Australian law, but this period will vary based on the specific circumstances. Products must be returned with all original packaging and accessories. Eso World may refuse returns that do not meet these conditions or where misuse of the product is evident.
• Return Shipping: Eso World will cover return shipping costs for faulty or misdescribed products, provided the customer adheres to the specified return process. Failure to properly package the item for return may result in the denial of a refund or exchange.

2.3 United States

2.3.1 California

• California Consumer Protection Laws: Under California law, customers are entitled to refunds for products that are defective, misrepresented, or unfit for purpose. Additional rights may apply under statutes such as the Song-Beverly Consumer Warranty Act. Eso World reserves the right to offer store credit or exchanges in lieu of refunds, where permitted by law.
• Return Process: Customers must notify us within 30 days of receiving the product to initiate a return. The product must be returned in its original condition, with all packaging intact. Eso World reserves the right to inspect the product to determine eligibility for a refund or exchange.
• Return Shipping: Return shipping costs for defective or misdescribed products will be covered by Eso World. The customer bears responsibility for return shipping on discretionary returns unless otherwise required by law.

2.3.2 Other U.S. States

• Consumer Laws: Customers across the United States may be entitled to refunds or exchanges for defective or misrepresented products. State laws govern the specific conditions under which these remedies are available. Eso World reserves the right to offer alternative remedies, such as store credit or exchanges, where legally permissible.
• Return Process: Customers must notify us within 30 days of receiving the product to report any issues. Products must be returned in their original condition with all packaging and accessories included. Eso World may deny returns if the product does not meet these criteria.
• Return Shipping: The customer is generally responsible for return shipping costs unless otherwise required by law. Eso World recommends using a traceable shipping method.

2.4 Canada

• Provincial Consumer Laws: In Canada, consumer protection laws vary by province, with specific regulations in Quebec under the Consumer Protection Act. Customers may be entitled to refunds or exchanges for defective or misdescribed products. Eso World may determine the appropriate remedy based on the nature of the defect and the relevant provincial laws.
• Return Process: Customers must notify us within 30 days of receiving the product to report any issues. Products must be returned in their original condition, including packaging. Eso World reserves the right to deny returns that do not meet these criteria or are not accompanied by the necessary documentation.
• Return Shipping: Return shipping for defective or misdescribed products will be covered by Eso World. For other returns, the customer is responsible for return shipping costs unless prohibited by local law.

2.5 Brazil

• Brazilian Consumer Protection Code (CDC): Brazilian customers are entitled to cancel their purchase within 7 days of receiving the product, as stipulated by the Consumer Protection Code. This right applies specifically to online purchases and may not extend to custom-made, perishable, or hygiene-related products once unsealed.
• Return Process: Customers must notify us within 7 days to exercise their right of cancellation. The product must be returned in its original, unused condition, with all packaging included. Return shipping costs are the responsibility of the customer unless the product is defective or not as described.
• Refund Processing: Refunds will be processed within 14 days of receiving the returned product in acceptable condition. Eso World reserves the right to reject returns that do not meet these conditions.

2.6 Japan

• Act on Specified Commercial Transactions: In Japan, customers are entitled to return defective or misdescribed products under the Act on Specified Commercial Transactions. However, this right does not extend to custom-made, perishable, or hygiene-related products once unsealed, unless otherwise required by law.
• Return Process: Customers must notify us within 8 days of receiving the product to report any defects or misdescription. The product must be returned in its original condition, including all packaging and accessories. Eso World reserves the right to deny returns that do not meet these criteria.
• Return Shipping: Eso World will cover return shipping costs for defective or misdescribed products. For other returns, the customer is responsible for return shipping unless local law dictates otherwise.

2.7 South Korea

• Consumer Protection Act: Under South Korea’s Consumer Protection Act, customers are entitled to refunds or exchanges for defective products or products that do not conform to the description. Eso World may limit returns for custom-made, perishable, or hygiene-related products once unsealed, except as required by law.
• Return Process: Customers must notify us within 7 days of receiving the product to report any issues. Products must be returned in their original condition, with all packaging and accessories included. Eso World reserves the right to deny returns that do not meet these criteria.
• Return Shipping: Return shipping for defective or misdescribed products will be covered by Eso World. For other returns, the customer bears responsibility for return shipping unless otherwise required by law.

2.8 China

• Consumer Rights Protection Law: Chinese customers are entitled to a 7-day return policy for products purchased online, provided the product is in its original condition. Exceptions may apply to custom-made, perishable, or hygiene-related products, as determined by Eso World in accordance with applicable law.
• Return Process: Customers must notify us within 7 days of receiving the product. The product must be returned in its original, unused condition, with all packaging intact. Eso World reserves the right to deny returns that do not meet these conditions.
• Return Shipping: Return shipping costs are generally the responsibility of the customer unless the product is defective or misdescribed, in which case Eso World will cover the return shipping.

2.9 Singapore

• Consumer Protection (Fair Trading) Act: Customers in Singapore are entitled to refunds or exchanges for defective products or products that do not conform to the description. Eso World reserves the right to limit returns for custom-made, perishable, or hygiene-related products once unsealed, unless otherwise required by law.
• Return Process: Customers must notify us within 7 days of receiving the product to report any issues. Products must be returned in their original condition, with all packaging and accessories included. Eso World reserves the right to deny returns that do not meet these criteria.
• Return Shipping: Eso World covers return shipping costs for defective or misdescribed products. For other returns, return shipping costs are the responsibility of the customer unless prohibited by law.

2.10 India

• Consumer Protection Act, 2019: Under Indian law, customers are entitled to refunds or exchanges for defective products or products that do not conform to the description. Eso World may limit returns for custom-made, perishable, or hygiene-related products once unsealed, as permitted by law.
• Return Process: Customers must notify us within 10 days of receiving the product to report any issues. The product must be returned in its original condition, including packaging and accessories. Eso World reserves the right to deny returns that do not meet these criteria.
• Return Shipping: The customer is responsible for return shipping costs unless the product is defective or misdescribed, in which case Eso World will cover the return shipping.

2.11 Mexico

• Federal Consumer Protection Law: Customers in Mexico are entitled to a 5-day return policy for products that are defective, not as described, or unfit for purpose. Exceptions may apply to custom-made, perishable, or hygiene-related products, as determined by Eso World in accordance with applicable law.
• Return Process: Customers must notify us within 5 days of receiving the product to report any issues. The product must be returned in its original condition, including packaging and accessories. Eso World reserves the right to deny returns that do not meet these criteria.
• Return Shipping: The customer is responsible for return shipping costs unless the product is defective or misdescribed, in which case Eso World will cover the return shipping.

2.12 United Arab Emirates (UAE)

• Consumer Protection Law: UAE customers are entitled to refunds or exchanges for defective or misdescribed products. Eso World may limit returns for custom-made, perishable, or hygiene-related products once unsealed, unless otherwise required by law.
• Return Process: Customers must notify us within 14 days of receiving the product if it is defective or misdescribed. Products must be returned in their original condition, with all packaging and accessories included. Eso World reserves the right to deny returns that do not meet these criteria.
• Return Shipping: The customer is responsible for return shipping costs unless the product is defective or misdescribed, in which case Eso World will cover the return shipping.

2.13 South Africa

• Consumer Protection Act: Customers in South Africa are entitled to refunds, repairs, or replacements for defective products or products that do not conform to the description. Eso World reserves the right to limit returns for custom-made, perishable, or hygiene-related products once unsealed, unless otherwise required by law.
• Return Process: Customers must notify us within 10 days of receiving the product to report any issues. Products must be returned in their original condition, with all packaging and accessories included. Eso World reserves the right to deny returns that do not meet these criteria.
• Return Shipping: The customer is responsible for return shipping costs unless the product is defective or misdescribed, in which case Eso World will cover the return shipping.

2.14 Russia

• Consumer Rights Protection Law: Russian customers are entitled to refunds or exchanges for defective products or products that do not conform to the description. Eso World may limit returns for custom-made, perishable, or hygiene-related products once unsealed, unless otherwise required by law.
• Return Process: Customers must notify us within 7 days of receiving the product to report any issues. The product must be returned in its original condition, including packaging and accessories. Eso World reserves the right to deny returns that do not meet these criteria.
• Return Shipping: The customer is responsible for return shipping costs unless the product is defective or misdescribed, in which case Eso World will cover the return shipping.

2.15 Turkey

• Law on the Protection of Consumers: Turkish customers are entitled to refunds, repairs, or replacements for defective products or products that do not conform to the description. Eso World reserves the right to limit returns for custom-made, perishable, or hygiene-related products once unsealed, unless otherwise required by law.
• Return Process: Customers must notify us within 14 days of receiving the product to report any issues. Products must be returned in their original condition, with packaging and accessories included. Eso World reserves the right to deny returns that do not meet these criteria.
• Return Shipping: Eso World covers return shipping costs for defective or misdescribed products. The customer covers return shipping for other returns unless required by law.

2.16 Nigeria

• Nigerian Consumer Protection Framework: Nigerian customers are entitled to refunds or exchanges for defective products or products that do not conform to the description. Eso World reserves the right to limit returns for custom-made, perishable, or hygiene-related products once unsealed, unless otherwise required by law.
• Return Process: Customers must notify us within 7 days of receiving the product to report any issues. Products must be returned in their original condition, with packaging and accessories included. Eso World reserves the right to deny returns that do not meet these criteria.
• Return Shipping: The customer is responsible for return shipping costs unless the product is defective or misdescribed, in which case Eso World will cover the return shipping.

2.17 Other International Customers

• Consumer Laws: For customers in other countries, returns and refunds will be handled in accordance with local consumer protection laws. Eso World reserves the right to determine the appropriate remedy in each case. In the absence of specific legal requirements, returns and refunds will be evaluated on a case-by-case basis.

3. Return Process

• Initiating a Return: To initiate a return, contact our support team through the Contact Us page within the specified timeframe for your country. We will provide further instructions.
• Return Authorization: All returns require prior authorization. Unauthorized returns may be refused or returned to the sender. Follow all instructions provided by our team.
• Shipping and Packaging: Return shipping costs are the customer's responsibility unless otherwise specified by law. A traceable shipping method and insurance are recommended. Eso World is not liable for items lost or damaged during return transit.
• Condition of Returned Items: Returned items must be in their original, unused condition, with all original packaging included. Eso World reserves the right to assess the condition of returned items and may deduct from the refund if the condition is not acceptable.
• Restocking Fee: A restocking fee of up to [15%] of the purchase price may apply, depending on the product and condition upon return. This fee will be deducted from the refund unless prohibited by law.

4. Processing Refunds

• Inspection and Evaluation: Upon receiving your returned item, we will inspect it to verify its condition and compliance with this Policy. You will be notified of the outcome.
• Refund Method: If a refund is approved, it will be issued to your original payment method within [7-10 business days]. Processing times may vary depending on your payment provider.
• Store Credit: In certain cases, store credit may be offered instead of a refund. Store credits are valid for [1 year] from the date of issuance and are non-transferable. Store credits cannot be exchanged for cash.

5. Cancellations

• Order Cancellations: Orders may be canceled within [24 hours] of placement, provided that the order has not yet been processed or shipped. If the order has already been processed or shipped, cancellation will not be possible, and the terms of this Policy will apply.
• Cancellation Fee: A cancellation fee of [10%] of the order value may apply to cover administrative costs. This fee will be deducted from any refund or credit issued for the canceled order.

6. Changes to This Policy

Policy Modifications: Eso World reserves the right to amend, modify, or replace this Policy at its discretion. Changes will be effective immediately upon posting the revised Policy on the Site. Your continued use of the Site following the posting of any changes constitutes acceptance of those changes.

7. Contact Us

For any questions regarding this Policy, visit our Contact Us page for assistance. Our support team will address your inquiries related to returns, exchanges, and refunds.