Returns & Refunds
Last Updated: October 23, 2026
At ESSONIO, we want you to feel confident when shopping with us. This Returns and Refunds Policy explains the eligibility requirements and procedures for returning ESSONIO sleep earbuds and requesting a refund.
This policy applies to purchases made directly through https://essonio.com and is subject to applicable consumer protection laws.
1. Which Products Are Eligible for Return?
To qualify for a return, your ESSONIO sleep earbuds must generally meet the following conditions:
The product must be clean, carefully handled, and in the same condition as when you received it.
The original packaging must be intact and include the original accessories and components, where applicable.
You must provide clear photos of the sleep earbuds as part of your return request so that we can assess their condition.
You must provide valid proof of purchase, such as your order number and the email address used at checkout.
The product must have been purchased directly from ESSONIO through https://essonio.com.
Products that are damaged, altered, or modified after delivery, or that do not meet the return conditions above, may be ineligible for return, except where the damage or defect occurred during shipping or the product was defective when received.
We reserve the right to request additional information or photographs when reasonably necessary to assess a return request.
Purchases from unauthorized third-party sellers: ESSONIO sleep earbuds not purchased directly from ESSONIO are not eligible for returns or refunds through our Website. Please contact the original seller regarding its return policy.
2. Orders Shipped Through Freight Forwarders
For orders delivered to a freight forwarder or forwarding company designated by the customer, ESSONIO is unable to accept return claims for damage or loss that occurs after the package has been delivered to that forwarding company.
Please inspect your order promptly upon receipt and retain your shipping and delivery records.
This limitation does not exclude any rights or remedies that may apply under mandatory consumer protection laws or where ESSONIO remains responsible for the loss or damage.
3. Return Window
You may initiate a return request within 30 days of the date your order is delivered.
To start a return, email support@essonio.com using the same email address you used to place your order.
Your email must include:
Your full name.
Your order number.
The reason for your return.
Clear photos of the sleep earbuds and, where relevant, their packaging.
If your item is damaged, defective, or incorrect, please explain the issue and include supporting photos where possible. If you have not received your order, please state that in your email and provide your order number and any available tracking information.
The 30-day period is our standard return-request window and does not limit any additional rights you may have under applicable law.
4. How to Return an Item
Please follow these steps:
1. Contact us: Email support@essonio.com within 30 days of delivery using the email address associated with your order.
2. Provide the required information: Include your full name, order number, reason for return, and clear photos of the sleep earbuds
3. Wait for review: Our customer support team will review your request and confirm whether it is approved.
4. Receive return instructions: If approved, we will provide the applicable return instructions and, where offered for the approved return, a printable prepaid return shipping label.
5. Send the item back: Pack the product securely and follow the return instructions provided by our team.
Please do not send a product back before receiving return authorization and instructions. The correct return address may vary depending on the order and fulfillment location.
If a prepaid return label is provided, please use it according to the instructions supplied by our team. If a prepaid label is not available for your particular return, we will explain the applicable shipping arrangements before you send the item.
5. Return Shipping Costs
For an approved return, the applicable return shipping arrangements will be explained in the return instructions.
Where a return is required because an item arrived damaged, defective, or incorrect, ESSONIO will provide an appropriate resolution and handle return shipping in accordance with applicable law.
For returns unrelated to a product defect or an error by ESSONIO, the customer may be responsible for return shipping costs unless otherwise stated or required by law.
6. Refund Amount and Method
If ESSONIO approves your return, the refund will generally be issued to the original payment method.
The refund amount will be based on the amount actually paid for the returned product, taking into account any discounts or promotional reductions applied to that product.
Original shipping charges may be excluded from the refund where permitted by law. However, shipping charges and other amounts will be refunded where required by applicable law or where the circumstances of the return entitle you to a refund.
Any refund calculation will be explained where appropriate. Nothing in this section limits your rights under applicable consumer protection laws.
7. Refund Processing Time
After we receive your returned item, we generally need 3–5 business days to inspect the item and process an approved refund.
Once the refund has been issued, the time it takes for the funds to appear in your account depends on your payment provider, bank, or card issuer.
We will comply with any refund processing deadlines required by applicable law.
If your return is approved but you have not received your refund after the applicable processing period, please contact support@essonio.com with your order number.
8. Damaged, Defective, or Incorrect Products
If your sleep earbuds arrive damaged, defective, incomplete, or different from what you ordered, please contact support@essonio.com as soon as reasonably possible.
Include your order number, a description of the issue, and clear photographs or videos showing the product and its packaging where relevant.
After reviewing the information, we may offer an appropriate remedy, such as a replacement, return, or refund, depending on the circumstances and applicable law.
Products that arrive damaged or defective will be assessed separately from products that are damaged or altered after delivery by the customer.
9. Lost or Undelivered Orders
If your order has not arrived, contact support@essonio.com with your order number and tracking information, if available.
We will review the available tracking details and investigate with the relevant carrier or fulfillment provider.
If an order is confirmed lost or remains undelivered, we will work with you toward an appropriate resolution in accordance with applicable law.
For orders delivered to a customer-designated freight forwarder, please refer to Section 2 of this policy.
10. Exchanges and Replacements
If you receive a defective, damaged, or incorrect product, contact support@essonio.com to discuss available options.
Exchanges and replacements are subject to product availability and the circumstances of the request. If an exchange or replacement is not available, we may offer another appropriate resolution in accordance with applicable law.
11. Refusal of Returns, Refunds, or Exchanges
ESSONIO reserves the right to review and refuse a return, refund, exchange, or other request where there is a reasonable, fact-based concern involving suspected fraud, abuse of this policy, misuse of our products or services, materially false information, or conduct intended to circumvent or exploit our policies.
All such requests will be assessed on a case-by-case basis, taking into account the available evidence and applicable law.
We will not use this provision to deny valid claims involving defective, damaged, or incorrectly supplied products, or to restrict any consumer rights that cannot lawfully be excluded.
12. Order Cancellations
If you wish to cancel an order, contact support@essonio.com as soon as possible.
We will try to accommodate cancellation requests before the order enters fulfillment or is dispatched. Once an order has been processed or shipped, cancellation may no longer be possible, and you may need to follow the applicable return procedure.
If we cannot ship an order within the promised timeframe, we will provide any delay notice, cancellation option, and refund required by applicable law.
13. Consumer Rights
This policy is intended to operate consistently with applicable consumer protection laws.
If applicable law provides rights or remedies that are more favorable to you than this policy, those legal rights will prevail.
14. Contact Us
If you have questions about a return, refund, or replacement, please contact us:
Brand: ESSONIO
Legal Business Name: Xiamen Yuxian Trading Co., Ltd.
Website: https://essonio.com
Email: support@essonio.com
WhatsApp: +86 130 2487 1431
Customer Service Hours:
Monday–Friday, 9:00 AM–4:00 PM Pacific Time (PT)
Thank you for choosing ESSONIO.