Shipping, Returns & Refunds Policy

Last updated: 10.04.2026

Thank you for shopping with EROA. We want every customer to feel confident, informed, and protected when placing an order with us. This Shipping, Returns & Refunds Policy explains how we process orders, handle deliveries, manage return requests, and issue refunds.

By placing an order on our website, you agree to the terms set out below. Nothing in this Policy affects any mandatory consumer rights that may apply to you under applicable law.

1. Order Processing & Shipping

All paid orders are processed and dispatched as quickly as possible.

Once your payment has been successfully received and confirmed, we aim to dispatch your order within 24 hours, excluding weekends, public holidays, carrier delays, payment verification issues, force majeure events, or circumstances outside our reasonable control.

Estimated delivery time is 4 to 8 business days from dispatch, depending on the destination country, courier performance, customs processing where applicable, and local delivery conditions.

Once your order has been dispatched, you will receive a tracking number by email so that you can follow the progress of your shipment. It is the customer’s responsibility to provide a correct, complete, and deliverable shipping address at checkout.

We are not responsible for delays, failed deliveries, returned parcels, or additional costs caused by incorrect or incomplete address details, unavailable recipients, refusal of delivery, unpaid customs duties or taxes, or failure to collect the parcel from a courier/postal location.

Delivery times are estimates only and are not guaranteed unless expressly stated otherwise in writing. A delay in delivery does not automatically entitle the customer to cancel the order, refuse delivery, or claim compensation, except where required by applicable law.

2. Order Cancellations

You may request to cancel your order by contacting us at info@eroa.shop as soon as possible after placing your order.

An order can only be cancelled if it has not yet been dispatched. Once an order has been shipped, it can no longer be cancelled because the parcel has already entered the delivery process.

If your order has already been dispatched, you may request a return after receiving the item, subject to the return conditions stated in this Policy.

We reserve the right to refuse cancellation requests submitted after dispatch.

3. Return Window

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return, subject to the eligibility requirements below.

To start a return, you must contact us first at:

info@eroa.shop

Returns sent back without prior approval, without return instructions, or without completing the required return process will not be accepted and may be refused, returned to sender, or left unprocessed.

4. Return Eligibility

To be eligible for a return, the item must meet all of the following conditions:

The item must be in the same condition in which you received it. It must be unused, unworn, unwashed, undamaged, clean, free from stains, odors, hair, marks, signs of use, or any other condition that would make it unsuitable for resale. The item must include all original packaging, tags, inserts, manuals, accessories, protective materials, and any included gifts or promotional items.

You must also provide proof of purchase, such as your order confirmation or receipt, and complete any return form, return survey, or return verification process we may reasonably require.

For hygiene, safety, and quality control reasons, we reserve the right to reject any return that shows signs of use, damage, contamination, alteration, washing, improper handling, missing components, or packaging that is no longer suitable for resale.

We may request photos, videos, or additional information before approving a return.

5. Return Shipping Costs

Unless the item is confirmed by us to be defective, damaged upon arrival, or incorrect, the customer is responsible for the cost of returning the order.

Return shipping costs are non-refundable unless required by applicable law or unless we have confirmed in writing that we will cover them.

The customer is responsible for ensuring that the returned parcel is properly packaged and safely delivered back to us. We strongly recommend using a tracked and insured shipping service. We are not responsible for returns that are lost, delayed, damaged in transit, delivered to the wrong address, or sent without tracking.

If a return is lost or cannot be verified as delivered to our return address, we may be unable to issue a refund.

6. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If your item arrives damaged, defective, or incorrect, you must contact us at info@eroa.shop as soon as possible and no later than a reasonable time after receiving the order. Please include your order number, a clear description of the issue, and photo or video evidence showing the product, packaging, shipping label, and the reported problem.

We will review the information provided and, if the issue is confirmed, we will make it right in accordance with applicable law. Depending on the situation, this may include a replacement, repair, store credit, partial refund, or full refund.

Items damaged due to misuse, incorrect handling, improper storage, washing, accidental damage, normal wear and tear, or customer-caused damage are not considered defective.

7. Non-Returnable Items & Exceptions

Certain items cannot be returned, except where required by applicable law.

This may include:

Items that have been used, worn, washed, damaged, stained, altered, or contaminated.
Items returned without original packaging, tags, accessories, inserts, or included gifts.
Items that are not suitable for return for hygiene, health, or safety reasons after being opened, unsealed, used, or handled in a way that prevents resale.
Digital products, downloadable guides, e-books, PDF guides, digital bonuses, or online content once delivered, accessed, downloaded, or made available.
Gift cards, vouchers, store credits, or promotional credits.
Custom, personalized, made-to-order, or specially requested products.
Products marked as “Final Sale,” “Clearance,” “Last Chance,” or similar, except where mandatory consumer law provides otherwise.
Free gifts, promotional items, or bonus products unless returned together with the original qualifying order.

Sale or discounted items may be excluded from our voluntary extended return policy. However, nothing in this Policy limits any mandatory rights you may have under applicable consumer protection laws.

8. Exchanges

We do not guarantee direct exchanges.

The fastest way to receive a different item is to return the original item, if eligible, and place a new order separately. Any new order will be processed independently and is subject to availability, current pricing, shipping times, and our standard terms.

9. Refund Process

Once your return has been received, we will inspect the item and notify you whether your refund has been approved or rejected.

If approved, the refund will be issued to the original payment method used at checkout. Refunds are usually processed within 10 business days after approval, but your bank, card provider, payment processor, or financial institution may require additional time to post the funds to your account.

We reserve the right to withhold the refund until we have received the returned item or until you have provided valid proof of return delivery, where permitted by applicable law.

Original shipping costs, express shipping upgrades, return shipping fees, customs duties, import taxes, handling fees, payment processing fees, and other non-product costs are non-refundable unless required by applicable law or expressly confirmed by us in writing.

If your returned item is rejected because it does not meet our return conditions, we may refuse the refund. In such cases, the customer may be responsible for the cost of shipping the item back.

If more than 15 business days have passed since your refund was approved, please contact us at info@eroa.shop.

10. Refused, Unclaimed, or Undeliverable Parcels

If a parcel is refused, unclaimed, not collected, or returned to us due to an incorrect address, failed delivery attempt, unpaid customs charges, absence of the recipient, or any other customer-related reason, we may deduct from any refund the original shipping cost, return shipping cost, handling costs, customs charges, carrier fees, and any other costs incurred by us.

A refused or unclaimed parcel is not considered a valid cancellation or approved return.

11. Abuse, Misuse & Fraud Prevention

We reserve the right to refuse returns, refunds, replacements, discounts, or future orders where we reasonably suspect abuse of our policies, excessive return behavior, fraudulent claims, false damage reports, chargeback abuse, misuse of promotional offers, or any attempt to obtain products or refunds dishonestly.

We may request additional verification before processing any return, refund, replacement, or cancellation.

12. How to Start a Return

To request a return, contact us at:

info@eroa.shop

Please include:

Your full name
Order number
Email address used for the order
Reason for the return
Photos or videos if the item is damaged, defective, or incorrect

If your return is approved, we will provide instructions on how and where to send your package. Do not send items back before receiving return approval and instructions from us.