Refunds & Returns

REFUNDS AND RETURNS

If you wish to return an item for any reason (faulty or unwanted) you must first contact us via email at hello@elysiumnorwich.com or by writing to us at the address below:


Elysium Norwich Ltd
16 St. Benedicts Street
Norwich
Norfolk
NR2 4AG


Please be sure to read the following information before contacting us. 


The below returns policy relates to website and in store purchases

Please note...

  • For obvious hygiene reasons, all consumables, lingerie, hosiery, clothing and latex items cannot be returned.
  • Books and games are also non returnable.
  • We will not accept opened/used product as a general return.
  • We will not accept misuse of a product, or battery leakage as reason for fault. 


Unwanted Returns

  • Unwanted returns must be returned to us at your own cost.
  • Your return must be unquestionably unopened, completely sealed, undamaged (including all packaging) and unused.
  • If we do feel your return does not meet these standards your unwanted item will only be returned to you at your cost.
  • Cleared payment of return postage must be made by you in advance.
  • Failure to pay for delivery costs back to you, or for you to collect your item from us directly, will result in your item being disposed off permanently after a three month period from the date of receipt.
  • If you originally received free postage then any unwanted return will affect this offer, and as such you may also be liable for the original baseline postage cost.
  • No exchange or refund will be given if the above criteria are not met.


Exchange Returns

  • Exchange returns must be returned to us at your own cost.
  • Your return must be unquestionably unopened, completely sealed, undamaged (including all packaging) and unused.
  • If we do feel your return does not meet these standards your original item will only be returned to you at your cost.
  • Cleared payment of return postage must be made by you in advance.
  • Failure to pay for delivery costs back to you or for you to collect your item from us directly will result in your item being disposed off permanently after a three month period from the date of receipt.
  • If you originally received free postage then any exchange return will affect this offer, and as such you may also be liable for the original baseline postage cost.
  • No exchange or refund will be given if the above criteria are not met.

  • Should you wish to exchange your unwanted item for another product, you will incur a further delivery charge.


Faulty Product Returns

  • If your item originally came with a manufacturers guarantee (made clear within their packaging) then you will need to contact them over any fault issues.
  • It is essential that you registered your product with them at the time of purchase in order to qualify.

  • If on receipt of your faulty item we discover the issue to be down to user error, you won't be happy with our response, so please make absolutely sure your item really does have a justifiable fault before returning it. It can be awkward for all concerned if it's just a case of replacing dead or leaked batteries, or you have left the charge cable out and your dog has chewed it, or you have simply misused the product inappropriately or without reasonable due care. 

  • In the first instance you the customer will be liable for the postal costs of your faulty product return to us.
  • At our discretion we will offer you either a refund or a replacement upon satisfactory receipt and examination of the faulty item.
  • In the case of refunding a faulty item, Elysium Norwich Ltd will also refund your mutually agreed "return to sender" postal costs, and we will also pay the postal costs of sending you a replacement.
  • A faulty product must be received by us within 14 days of us sanctioning a return, and we cannot be held responsible for your item if lost in the post..

We suggest you use Recorded Delivery for your own peace of mind.

Be sure to keep your receipt as proof of purchase.