Guarantee

Returns & Refunds

Your rights, our promise, and who pays for return postage in each case

Last updated: April 2026

Return window

30 days

From the date of delivery

1. 30-day satisfaction window

If you are not satisfied with your purchase for any reason within 30 days of the delivery date recorded by the carrier, you may contact us at hello@esoworld.co.uk to initiate a return. This satisfaction window sits alongside, and does not replace, your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the 14-day cooling-off period) and the Consumer Rights Act 2015 (remedies for goods that are not of satisfactory quality, not fit for purpose, or not as described). Our satisfaction window is more generous than both statutory windows; nothing below waives your statutory rights.

2. How to initiate a return

Email hello@esoworld.co.uk with: (i) your order number (included in the order confirmation email), (ii) the email address used at checkout, (iii) a brief description of the reason for your return (this helps us improve products — it does not affect your refund eligibility), and (iv) where applicable, photographs of any damage, defect or quality issue. We acknowledge every return request within one business day and will issue return instructions or process a refund without return (see section 3) within 1–2 business days of your initial message.

3. Who pays for return postage

Return postage is allocated as follows, depending on the reason for return: (a) Change of mind, dissatisfaction with the product, or any other reason not caused by a defect — in many cases we will issue a refund without requiring the item to be physically returned, because the cost of return postage often exceeds the value of the item and disposing responsibly or gifting the item produces a better outcome for all parties. Where we do request a physical return for change-of-mind reasons, the customer bears the cost of return postage. (b) Faulty, damaged or defective on arrival — we bear the cost of return postage in full. We will provide a prepaid return label (UK) or reimburse postage on production of a receipt (international). You are not expected to be out of pocket. (c) Incorrect item dispatched by us — we bear the cost of return postage in full, as (b). (d) Exercise of the 14-day statutory cooling-off right under the Consumer Contracts Regulations 2013 — under the Regulations the customer bears the cost of returning the goods unless we have failed to inform you of this obligation (we do so here); however, as a matter of goodwill, we often issue refunds without return for low-value items in this category as well.

4. Refund method and timing

Refunds are issued to the original payment method used at checkout. Once approved, refunds are processed within 5–7 business days. Depending on your bank or payment provider, it may take an additional 3–10 business days for the refund to appear on your statement. If you paid via a digital wallet (Apple Pay, Google Pay, Shop Pay, PayPal) the refund is returned to the underlying card or account held by the wallet provider. We do not issue refunds by cheque, store credit or alternative payment methods unless the original payment method is no longer available, in which case we will work with you to find a solution. Where the order included prepaid duties under our DDP international service, the duty component is refunded together with the merchandise value; shipping is refunded where shipping would be refundable under the Consumer Contracts Regulations 2013 (i.e. for statutory cancellations, the cost of the cheapest delivery method offered is refunded).

5. Condition of returned products

We accept returns of both opened and unopened products. We understand that evaluating a product requires using it — that is the point of a 30-day satisfaction guarantee. There is no requirement to return a partially used product, and the amount used does not affect your refund eligibility. If we do request the item back (typically for quality investigation of a reported defect), we will provide a prepaid return label as described in section 3(b). Products should be returned in their original outer packaging where practicable, but we do not refuse refunds on the basis of packaging condition.

6. Exchanges

We do not process direct exchanges. If you would like a different product or variant, please initiate a return for a refund and place a fresh order for the replacement. This ensures you receive the correct item as quickly as possible and is operationally simpler than holding and matching pairs of inbound returns and outbound replacements.

7. Damaged or defective products

If your product arrives damaged, leaking, or appears defective, email hello@esoworld.co.uk with photographs of the issue within 7 calendar days of delivery. We will dispatch a free replacement immediately without requiring you to return the damaged item. If you prefer a refund instead, we will process that within 5–7 business days. Under the Consumer Rights Act 2015, you have the right to reject goods that are not of satisfactory quality, fit for purpose or as described within 30 days of delivery (the “short-term right to reject”). You also have a longer right to require repair or replacement, and in some cases a price reduction or final right to reject, for the lifetime of the goods subject to reasonable expectations. Our voluntary 30-day satisfaction window does not limit any of these statutory rights.

8. Subscription orders

If you are on a Subscribe & Save plan, you may cancel your subscription at any time before the next renewal date through your account page or by emailing hello@esoworld.co.uk. Cancellation takes effect before the next scheduled charge — you will not be charged again after cancellation. The 30-day satisfaction window applies to every individual shipment, including renewal shipments, and runs from the delivery date of the particular shipment in question. You do not need to cancel the subscription in order to return a specific shipment, although you may do so at the same time if you wish.

9. Bundle orders and multipacks

Bundle pricing (buy two, buy four, or any other multipack configuration) is applied automatically at checkout. Each bundle is a one-time order — there is no auto-ship or recurring charge unless you explicitly opted into a subscription at the time of purchase. The 30-day satisfaction window applies to the full bundle; partial-bundle returns are accommodated on a case-by-case basis at our discretion.

10. Items returned without prior authorisation

Items returned to us without a prior return authorisation email from hello@esoworld.co.uk may be processed, but we cannot guarantee acknowledgement, a particular refund timeline or the ability to identify the sender. Please do not dispatch returns without first contacting us so that we can issue a return reference and, where applicable, a prepaid label.

11. Return address and method

Our returns-handling address is provided by email after you initiate a return; we do not publish it publicly because unattended drop-offs cannot be processed. Returns should be sent by a tracked service; proof of postage is not proof of delivery. Where we have issued a prepaid return label, use that label; where you are returning at your own cost, any tracked service of your choice is acceptable and we recommend retaining the tracking reference until the refund is confirmed.

12. Abuse of the return policy

This policy is offered in good faith. We reserve the right to refuse future refund requests from customers who demonstrate a pattern of repeated purchases and returns that suggests misuse of the policy (for example, where a customer orders, uses and returns the same category of product on a recurring basis, or where a customer's return rate is materially out of line with typical customer behaviour). Where we intend to refuse a future refund on these grounds, we will notify you before the refusal and give you a reasonable opportunity to respond. Nothing in this section affects a customer's statutory rights in respect of faulty or misdescribed goods.

13. Complaints and escalation

If you are dissatisfied with the handling of a return request, please first raise the matter with hello@esoworld.co.uk; most issues are resolved on second contact. If your complaint is not resolved to your satisfaction, UK consumers have access to alternative dispute resolution through the UK's certified ADR providers (such as Resolver or the ADR service listed on the relevant trade body's website) and, in respect of online purchases, the European Commission's Online Dispute Resolution platform where applicable. Nothing in this Policy prevents a consumer from pursuing any right or remedy available at law.

Related policies

Shipping

All policies

Shipping Returns Privacy Terms

Questions about this policy?

hello@esoworld.co.uk Contact page