Refund policy
At ERREKE we want you to be fully satisfied with your purchase. If for any reason you need to return a product, you have clear and flexible options. Here's how it works.
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⚠ IMPORTANT — Product condition required for full refund To process the 100% refund, the product must be COMPLETELY NEW AND UNUSED, in its original intact packaging and with all accessories and documentation. Products showing any sign of use, handling, wear, damage or missing accessories are NOT eligible for full refund. In such cases we will send you a settlement proposal by email. |
Returns policy
We offer two return windows depending on when you received your order:
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Time since receipt |
Coverage |
Return shipping cost |
Refund |
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Up to 14 calendar days (EU statutory right) |
Any reason, no explanation needed |
At ERREKE's expense — we send you a prepaid label |
100% of the amount |
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Up to 60 days (ERREKE Extended Guarantee) |
Any reason |
Orders within EU customs: at ERREKE's expense |
100% of the amount |
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Up to 60 days (ERREKE Extended Guarantee) |
Any reason |
Orders outside EU customs: at the customer's expense |
100% of the amount |
EU statutory right (14 calendar days)
You have the right to return any product purchased on www.erreke.com within 14 calendar days from receipt, without needing to justify your decision, exercising your right of withdrawal under current European Union regulations. We cover the cost of return shipping by sending you a prepaid label when you request the return.
ERREKE Extended Guarantee (60 days)
If the initial 14 days have passed but no more than 60 days since receipt, you can still return the product. The refund is 100% of the amount paid. For orders within EU customs, ERREKE covers the return shipping cost. For orders outside EU customs (United Kingdom, Switzerland, United States, Canary Islands, Ceuta, Melilla and other non-EU destinations), the return shipping cost is borne by the customer.
How to initiate the return
1. Send an email to soporte@erreke.com indicating:
· Order number
· Product you want to return
· Reason (not mandatory, but helps us improve)
2. We will respond within 24 business hours with instructions and, when applicable, the return label.
3. Pack the product in its original packaging (or equivalent), attach the return label (if applicable) and drop it off at the carrier's office indicated.
4. Once received at our warehouse, we inspect it within a maximum of 5 business days.
5. If everything is correct, we process the 100% refund to the same payment method used at purchase, within the usual timeframes of your banking provider or payment gateway.
Condition of the returned product
To guarantee a full refund, the product must arrive at our warehouse:
· COMPLETELY NEW, never used at any moment.
· Without wear, marks, stains or damage caused by the customer.
· In its original intact packaging (or equivalent that protects it in transit).
· With all accessories, documentation, tags and complements included in the original shipment.
If the product shows any sign of use, is incomplete, or has any other issue, we will send you by email — along with photographic evidence — a settlement proposal regarding the final refund amount. We always prioritise your satisfaction. Once the proposal is accepted, we process the agreed amount within 5 business days.
Refund policy for shipping errors
If you receive a MORE EXPENSIVE product than the one you purchased
You can keep it at no additional cost. You do not need to return anything to us. Just notify us at soporte@erreke.com so we can update your order in our system.
If you receive a CHEAPER product than the one you purchased
You have two options:
6. Keep it and receive a refund of the difference. We refund the difference between what you paid and the price of the product you received, to your original payment method.
7. Return it at no cost. We send you a free return label. Once the product arrives at our warehouse, we send you the correct product or refund 100% of the amount — your choice.
Example: you purchased a product worth €69 and we sent you by mistake one worth €49. Option A: you keep the product received and we refund you €20. Option B: we send you a free return label; once received, we send you the correct product or refund €69.
If the product arrives damaged in transit
Let us know as soon as you receive it (ideally with photos of the packaging and product) and choose one of these two options:
8. 100% refund of your purchase to the original payment method.
9. Shipment of a new product at no additional cost to you.
Cancellation policy
Before order dispatch
If you placed an order by mistake or changed your mind, email us at soporte@erreke.com as soon as possible. If we have not yet handed the order to the carrier, we cancel the purchase and refund 100% of the amount paid within a maximum of 5 business days.
Remember that orders placed before 1:00 PM (Spanish peninsular time, CET / CEST) leave the warehouse on the same day. The cancellation window is very short — write to us as soon as possible.
After order dispatch
If the order is already in delivery process, wait to receive it and process it as a standard return (see Returns policy).
General conditions applicable to all cases
· For any procedure, contact soporte@erreke.com including the order number in all email correspondence. This allows us to locate your purchase and speed up the process.
· Once the product is received at our warehouse and its condition verified, we process the refund within a maximum of 5 business days.
· The reimbursement is always made via the same payment method used in the original purchase, within the usual timeframes of each banking provider or payment gateway.
· If the return comes from Ceuta, Melilla, the Canary Islands, or non-EU destinations, customs duties and local taxes generated by the product's re-entry into the EU are the customer's responsibility.
Contact
Questions about your return, refund, or cancellation? Email us at soporte@erreke.com and we will reply within 24 business hours.