Refund policy
We want you to keep the product because you like it, not because returning it is a hassle. If it doesn't convince you, send it 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 windows
| From when you receive it | Reason | Who pays the return | Refund |
|---|---|---|---|
| Up to 14 calendar days · EU statutory right | Any reason, no explanations | Erreke, with a prepaid label | 100 % |
| Up to 60 days · Erreke extended guarantee | Any reason | Erreke, within the EU customs territory | 100 % |
| Up to 60 days · Erreke extended guarantee | Any reason | The customer, outside the EU customs territory | 100 % |
The 14 days are your statutory right of withdrawal and we always honour them. The 60 days are our own commercial policy, we set them ourselves and they go beyond the law. They are different things and that is why they are listed separately.
Outside the EU customs territory: the United Kingdom, Switzerland, the United States and any other non-EU destination. 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 falls into this group.
How to return it
There is no form and no automatic process to fill in. Write to us on WhatsApp or to soporte@erreke.com with your order number and we 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 applicable, 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 correct, we refund 100 % to the same payment method you used.
How the product has to come back
- Unused, not even once.
- No marks, stains or wear.
- In its original packaging, intact, 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 send you the photos by email along with 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 you used, and from there it depends on your bank or payment gateway.
If we send you the wrong product
If it is more expensive than the one you bought
Your call: if you like it and it suits you, keep it at no extra cost. And if you don't want it, send it back free of charge with a prepaid label. Just write to soporte@erreke.com so we can correct it in our system.
If it is cheaper
You choose too: keep it and we refund the difference, or send it back with a free label and we ship you the right one or refund 100 %.
An example: you bought one for €69 and we sent you one for €49 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 ship the right one or refund the €69.
If it arrives damaged or faulty
Here there are no deadlines and no conditions: we sort it out and we pay the return. 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 statutory guarantee against lack 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 ordered by mistake or changed your mind, write to us as soon as you can. 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 1:00 PM (Spanish time) leave the same day, so the window is short. If it has already left, wait for it and process it as a normal return.
Returns from the Canary Islands, Ceuta, Melilla and outside the EU
Customs charges and local taxes generated when the product re-enters are borne by the customer.
Contact
Questions about your return, refund or cancellation? Write to us on WhatsApp from 10 am to 9 pm or to soporte@erreke.com and we reply within 24 working hours.