Our policy lasts 10 days. If 10 days have gone since your ordered product arrived at the destination address, unfortunately, we can’t offer you a refund or an exchange.
ORDER CANCELLATIONS / MODIFICATIONS
Keep in mind: We start working on your order as soon as we get it, so we might be unable to make any changes or modifications to an order after it has been placed and confirmed. If this is your case, please contact email@example.com as soon as possible.
We reserve the right to decline order cancellations or modifications at any time due to the huge volume in orders we are usually dealing with. However, we do our best to accept your case if you contact our team as soon as possible.
We usually accept order cancellations only within 12 hours since the payment has been made, excluding high-demand products. We cannot proceed a cancellation if your order contains high-demand products that are getting a lot of traffic, purchases, and volume because our team starts working on every order immediately, so we can keep up with everything and ship the packages as fast as possible.
RETURNS / EXCHANGES
To be eligible for a return, your item must be unused and in the same condition, you received it. Also, have in mind that ERMES is not responsible for any cost of returns. We do not cover the cost of any return, so our customers need to ensure the shipping. If any returned product comes with a cost on shipping, it will be rejected.
To return an order or to request an exchange, you must contact us in the first place. We reserve the right to cancel any returns or exchanges if customers do not contact us before shipping the item.
You should not send the package back to the address where it came from. You must contact us as soon as you got the package, to request the return or exchange, and to request the other details such as the return address and any important information.
To contact us for a return or exchange, simply use the Contact ERMES Page from our website or simply send a direct email to firstname.lastname@example.org, including your Full Name, Order Number, the request, and the reason for it.
For your return or exchange to be accepted, you must send us proof of shipping and a logistics/tracking number for the package you return. Both are required for us to make sure we receive our items back and to also track the shipping process.
Several types of goods are exempt from being returned such as gift cards.
- There are certain situations where only partial refunds are granted (if applicable):
- Any product which isn't in its original condition, which is damaged or which has missing parts.
- If 10 days have passed since the item you want to return has been received and you did not send us logistics/tracking number.
THE REFUND PROCESS
- Once your returned product is received and inspected, we will send you an email to notify you that we have received your item and you will be also informed of the approval or rejection of your refund.
- If approved, then your partial/full refund will be processed, and the payment will automatically be transferred to your credit card or PayPal account. For credit cards within 7-14 days depending on your bank, for PayPal, the process it's instant.
LATE OR MISSING REFUNDS
- If more than 10 have passed since your refund has been approved and you haven’t received a refund yet, first check your bank or your PayPal account again.
- If applicable, contact your credit card company or your bank, in some cases, it may take some time before your refund is officially available in your bank account.
- If all from above have been done and you still have not received your refund yet, please contact us immediately at email@example.com.
We only replace items if they are defective or damaged or if you want to change the color or size of an item or piece of clothing. Firstly, contact us directly at firstname.lastname@example.org or use the Contact Page from our website to request your exchange and our team will help out from there.
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