Return and Refund Policy

At XESSO, we design our products to support your most intimate moments with reliability and care. Because our personal lubricants and intimate wellness essentials fall under personal care, we adhere to strict clinical hygiene and safety standards to protect every customer.

Please review our return and refund guidelines below.

1. The 30-Day Window

We accept return requests for eligible, unopened items within 30 days of the delivery date. Due to the personal nature of our products, all sales are final after 30 days. We cannot accept returns, offer refunds, or issue store credit for any requests made beyond this window.

2. Strict Hygiene & Condition Standards

To qualify for a return, the product must be in its original, unopened, and unaltered condition. We will not accept returns or issue refunds if any of the following apply:

• The shipping envelope or product box has been opened.
• The shrink sleeve (tamper-evident seal) is torn, removed, or compromised.
• The cap or pump dispenser has been removed or unlocked.

Once the seal is broken or the packaging is opened, the product is yours to keep, even if it has never been used. We take this boundary seriously to guarantee that every XESSO customer receives a 100% safe, pristine product.

3. General Returns (Change of Mind)

If you ordered the wrong item or simply changed your mind, and the product meets our strict unopened condition standards:

• Please contact us at wecare@xesso.us with clear photo(s) of the product(s) as proof of original condition, and your Order Number to initiate the return.
• You will be responsible for purchasing your own return shipping label and covering the return shipping costs. Please ensure the Order Number is clearly written on the outside of the return package.
• A $6.99 Return Processing & Restocking Fee will be automatically deducted from your final refund amount to cover the initial fulfillment and restocking costs.

4. Order Exceptions (Damaged or Incorrect Items)

We stand by the quality of our fulfillment. If your order arrives damaged (e.g., leaking, broken cap) or if we shipped the incorrect item, we will make it right—no extra fees, no hassle.

• Please email us at wecare@xesso.us within 14 days of delivery.
• Include your Order Number and clear photos of the damaged or incorrect items along with the outer packaging.
• Once verified, we will arrange a prompt replacement at our expense.

5. Refund Processing

Once your returned package reaches our warehouse and passes our condition inspection, your refund (minus the $6.99 restocking fee, if applicable) will be processed. A credit will automatically be applied to your original method of payment. Please allow 5-10 business days for your bank or credit card company to post the refund.

6. Unresolved Cases

If we request photos or additional information to process your claim, please reply within 14 days. If we do not hear back from you within this timeframe, your support ticket will be automatically closed.