Returns & Refunds Policy

Last Updated: 1 January 2026

1. Your Right to Return

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. At Eerase, we extend this to 60 days to give you more time to test our products.

2. 60-Day Money-Back Guarantee

We offer a 60-day money-back guarantee on all products. If you are not completely satisfied, you may return the product for a full refund.

2.1 Conditions

  • Products must be returned within 60 days of delivery
  • Items must be in original condition with all accessories and packaging
  • Products must not show signs of excessive use or damage
  • Original proof of purchase must be provided

3. How to Return an Item

Step 1: Contact Us

Email [email protected] or call +44 20 7946 8273 with your order number and reason for return.

Step 2: Receive Return Authorization

We will provide a Return Merchandise Authorization (RMA) number and return instructions within 24 hours.

Step 3: Package Your Return

Securely pack the item in its original packaging with all accessories, manuals, and components.

Step 4: Ship Your Return

Send the package to:
Eerase Returns Department
47 Kensington High Street
London W8 5ED
United Kingdom

4. Return Shipping Costs

  • Faulty Products: We cover all return shipping costs
  • Change of Mind: Customer is responsible for return shipping costs
  • Wrong Item Sent: We cover all costs and arrange collection

5. Refund Process

Once we receive and inspect your return:

  • Refunds are processed within 5 working days
  • Refunds are issued to the original payment method
  • You will receive an email confirmation
  • Bank processing may take 3-5 additional days

6. Faulty or Damaged Goods

If you receive a faulty or damaged product:

  • Contact us immediately with photos of the damage
  • We will arrange free collection or provide a prepaid return label
  • Choose between a replacement or full refund
  • Expedited replacement shipping at no extra cost

7. Warranty Claims

All products come with a manufacturer's warranty (minimum 2 years, up to 3 years on premium items). For warranty claims:

  • Contact our support team with your order number
  • Describe the fault and provide photos if possible
  • We will assess whether repair, replacement, or refund is appropriate
  • Warranty service is provided free of charge

8. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Products with broken seals on hygiene grounds (e.g., water filters)
  • Personalised or custom-ordered items
  • Items damaged due to misuse or negligence

9. Exchanges

We do not offer direct exchanges. To exchange a product:

  • Return the original item for a refund
  • Place a new order for the desired product
  • Contact us to expedite the process

10. Cancellations

You may cancel your order before it ships:

  • Contact us as soon as possible
  • If not yet dispatched, we will cancel and refund immediately
  • If already shipped, standard return process applies

11. Contact Us

For returns and refunds enquiries:
Email: [email protected]
Tel: +44 20 7946 8273
Hours: Monday-Friday, 9:00-18:00 GMT