Refund policy
RETURNS AND REFUNDS POLICY
Returns policy
Our policy, in compliance with current regulations in the European Union of WITHDRAWAL OF THE PURCHASE, you have the right to return any item purchased at www.erreke.com within 14 calendar days from the date of receipt, without any explanation, just by withdrawing from the purchase.
Surpassing the official EU return policy, we have our EXTENDED RETURN GUARANTEE to 60 days from the moment of receipt of the product.
In this mode we will send you a label from a local carrier so that you can deposit the product in their office and they will return it to our warehouse, at no cost to you.
Once we have received and verified that the product is in perfect condition and with all its accessories complete, we will proceed to refund 100% of the amount of your purchase to your original payment method and within the time terms of your bank operator.
And what's more, you will also enjoy a MAXIMUM MONEY BACK GUARANTEE of up to 180 days from receipt of the product.
Also, in this mode the product must be in perfect condition and complete when returned.
The customer will send the product to our warehouses in Spain, with the transport company of their preference and at their own cost, and will notify us at the account soporte@erreke.com with the tracking number of the transport company. Once we receive it and check the condition of the product, if everything is correct, we will proceed to refund 100% of the amount of your purchase to your original payment method and within the time terms of your bank operator.
Refund policy
In the event that we send you a wrong product different from the one you purchased, then we offer you two options:
1.- You tell us that you want to receive the correct product and we will send it to your delivery address.
If the product is sent by mistake, we will treat it as an EXTENDED RETURN GUARANTEE and we will refund 100% of the purchase amount, once received in our warehouse.
2.- If you wish to keep the wrong product, we will apply a 40% discount on the purchase price in all cases and we will refund the resulting difference to your original payment method.
Example: you bought a product for €49 and we sent you a product that costs €69. Then the product would cost €41.4 and we would refund you (€49-€41.4) €7.6
In the event that you have received a product damaged in the transport process, we offer you two options:
1.- 100% refund of your purchase.
2.- We will send you a new product, at no additional cost to you.
Cancellation Policy
If you have placed an order by mistake, please email our customer service team at support@erreke.com, and as long as we have not delivered the already prepared order to the carrier, we will proceed to cancel your order according to your request and start the process of refunding 100% of the amount paid for the purchase.
If the product is already in the process of delivery, then once received you can process it as a return.
In all cases:
1.- For any processing you must contact support@erreke.com, be sure to include your order number in all email correspondence, so that we can locate your order and facilitate the process.
2.- Once the product has been received in our warehouses and after checking its status, we will proceed to refund its amount through the payment method used in the purchase, within a maximum period of 5 business days.
3.- If the exchange or return comes from Ceuta, Melilla, the Canary Islands or outside the EU, both customs costs and local taxes will be the responsibility of the customer.
4.- If the product has been used, is not complete or has any other incident, we propose to the customer, via email and with photographic evidence, a conciliation proposal, on the final amount of the refund, always prioritizing customer satisfaction. Once approved by the customer, the agreed amount will be paid to the customer's original payment method within 5 business days.