Returns and refunds
We want you to keep the product because you like it, not because sending it back is a hassle. If it does not convince you, it goes back.
For a 100 % refund, the product has to come back unused, in its original packaging and with all its accessories and documentation. If it arrives with signs of use or incomplete, we write to you with photos and propose an amount. A board that has already been oiled cannot be sold again, and we would rather tell you before than after.
You have two deadlines
| From the day you receive it | Reason | Who pays the return shipping | Refund |
|---|---|---|---|
| Up to 14 calendar days · EU legal right | Whatever it is, no explanations | Erreke, with a prepaid label | 100 % |
| Up to 60 days · extended Erreke guarantee | Whatever it is | Erreke, inside the EU customs territory | 100 % |
| Up to 60 days · extended Erreke guarantee | Whatever it is | The customer, outside the EU customs territory | 100 % |
The 14 days are your legal right of withdrawal and we always honour it. The 60 days are our own commercial policy, we set it ourselves and it goes beyond the law. They are different things and that is why they are listed separately.
Outside the EU customs territory are the United Kingdom, Switzerland, the United States and the rest of non-EU destinations. The Canary Islands, Ceuta and Melilla are Spain and are European Union, but they have their own tax and customs regime (IGIC in the Canary Islands, IPSI in Ceuta and Melilla), so the parcel goes through customs on the way back and belongs to this group.
How to return it
There is no form and no automatic process to fill in. Write to us on WhatsApp or by email with your order number and we will answer you ourselves.
- You tell us what you want to return and why. Knowing the reason helps us improve the product and the product page.
- We reply within 24 working hours with the instructions and, where it applies, the return label.
- You pack the product in its original packaging (or one that protects it just as well), stick on the label and drop it off where we tell you.
- When it reaches our warehouse we check it within 5 working days at most.
- If everything is in order, we refund 100 % to the same payment method you bought with.
How the product has to come back
- Unused, not even once.
- No marks, stains or wear.
- In its intact original packaging, or an equivalent one that protects it in transit.
- With all the accessories, labels and documentation that came inside.
If it arrives with any sign of use or incomplete, we email you the photos and a proposal for the final amount. Once you accept it, we pay within 5 working days.
When you get your money
We process the refund within 5 working days at most after receiving and checking the product. It always goes back to the same payment method used for the purchase, and from there it depends on your bank or the payment gateway.
If we send you the wrong product
If it is more expensive than the one you bought
You choose: if you like it and it suits you, keep it without paying anything more. And if you do not want it, send it back with a free label and we will send you the right one or refund 100 %.
If it is cheaper
You choose here too: keep it and we refund the difference, or send it back with a free label and we will send you the right one or refund 100 %.
An example: you bought one for €69 and we sent you a €49 one by mistake. Either you keep the one you received and we refund €20, or we send you a free label and, once we receive it, we send you the right one or refund the €69.
If it arrives damaged or faulty
There are no deadlines or conditions here: we sort it out and we pay the return shipping. Write to us as soon as you receive it, ideally with photos of the packaging and the product, and choose between a 100 % refund or a new product at no cost.
Legal guarantee
On top of all the above, you have the legal guarantee of conformity: 3 years in Spain for products bought since 2022, and a minimum of 2 years in the rest of the European Union. If a product fails because of a manufacturing defect within that period, write to us.
Cancelling an order
If you made a mistake or changed your mind, write to us as soon as possible. If we have not handed the parcel to the carrier yet, we cancel it and refund 100 % within 5 working days at most.
Watch the clock: orders placed before 13:00 (Spanish time) ship the same day, so the window is short. If it has already shipped, wait for it and process it as a normal return.
Returns from the Canary Islands, Ceuta, Melilla and outside the EU
Customs fees and local taxes generated by the product re-entering are paid by the customer.
What you ask us most about returns
Do I have to pay for the return myself?
Within the 14 days, never. Between day 14 and day 60 we pay it inside the EU customs territory; outside it (United Kingdom, Switzerland, United States, Canary Islands, Ceuta or Melilla) the customer pays.
I have used the product once, does it still count?
For the 100 % refund it has to come back unused. If you have used it, write to us anyway: we look at the case, send you photos and propose an amount. We always aim for you to end up happy.
How long does it take to get my money back?
5 working days at most from when we receive and check the product. After that it depends on your bank.