Refund policy

Return & Exchange Policy
At Ecsta Care, your health, pleasure, and satisfaction are our top priorities. We rigorously test our products for quality, and each shipment is carefully inspected before dispatch.

Returns
Due to the personal nature of our products, we cannot accept returns for items that have been opened, partially used, or used. However, we do offer returns and refunds under the following conditions:

Defective Product: If you receive a product with a manufacturing defect or malfunction, we’ll gladly accept a return or provide a full refund.
Incorrect Item: If you receive the wrong product, we’ll arrange a return and send you the correct item or issue a refund.
Damaged During Shipping: If your product is damaged during shipping, contact us immediately. We’ll arrange for a return and offer a replacement or refund.

To initiate a return, please submit your request within 48 hours of receiving the package, including your Order ID. You may need to provide images or a video to verify the product’s condition. Only the first return per order is free; subsequent returns will incur charges. Returns can also be managed through your customer account, where you can track orders, view order history, and save addresses for quicker checkout.

To be eligible for a return, the item must be in its original condition—unworn, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. For any return-related questions, contact us at hello@ecstacare.com.

Exchanges
For exchanges of unopened and unused products, contact us within 48 hours of receipt. We’ll assist you with the process. Note that only the first return per order is free; subsequent returns will be charged, and you’ll be informed of any costs during the exchange request review. Shipping costs are subject to change.

Late or Unacceptable Returns
Returns or exchanges requested beyond 48 hours of receipt may not be processed. Returns will be denied if the product is used, opened, or if the seal has been tampered with.

Refunds
For returns, you can choose between a refund (excluding shipping costs) to your original payment method or a gift card in the form of Ecsta Care store credit. Please specify your preference. Once your return is received and inspected, we’ll notify you by email. Allow up to 15 days from approval for the refund to appear in your account, depending on bank processing times.

Order Cancellation
You can cancel your order within 24 hours of placement, provided it hasn’t shipped yet. If the order has shipped, you may initiate a return, provided the original packaging remains unopened.

European Union 14-Day Cooling-Off Period
If your merchandise is shipped to the European Union, you have the right to cancel or return your order within 14 days, without providing a reason. The item must be in its original condition—unworn, unused, with tags, and in its original packaging. Proof of purchase is also required.