Refund policy

1. Return of Products

We want you to be satisfied with your purchase! However, if for any reason you are not happy with your order, we offer the option to return items within 14 days of receipt. Please note the following conditions:

• Items must be unused, undamaged, and returned in their original condition.

• The return must be sent back in the original packaging, including all accessories.

• Personalized products and custom-made items are excluded from returns unless there is a manufacturing defect.

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2. Refund

Once we receive and inspect your return, we will refund the purchase amount to the original payment method. Processing may take up to 14 business days. Shipping costs will only be refunded if the error was on our side (e.g., wrong or defective item).

 

3. Returns Due to Breakage or Damage During Transport

Inspection of Goods upon Delivery

• Visible Damage: Upon receipt of the goods, the customer must immediately check for damage. If transport damage is visible, it must be noted on the delivery slip. This is a mandatory requirement to make claims for breakage or transport damage. Otherwise, such claims cannot be accepted. If the goods are received by a third party, the buyer is responsible for informing them that the goods must be inspected. The buyer is liable for any loss or damage if the goods are accepted by someone on their behalf and the necessary checks are not performed.

• Hidden Damage: If the product appears damaged when unpacked, despite an intact outer package, the issue must be reported to ERISED immediately upon receipt. This allows ERISED to resolve the matter with the shipping carrier. In the case of obvious transport damage, both the carrier and ERISED must be notified without delay. This report does not affect your warranty rights but helps ERISED claim compensation from the shipping provider.

 

4. Returns Due to Non-Deliverability

If a delivery is returned to us due to incorrect address details or multiple failed delivery attempts, we reserve the right to charge the buyer for the additional shipping costs. In such cases, the original shipping costs will not be refunded.

If an order is canceled, a return and processing fee of €6.90 per item for deliveries to Austria and €14.90 per item for deliveries to Germany will be deducted from the refund amount.

To arrange redelivery, please contact our customer service to correct the delivery address and initiate another shipment.

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5. Exchange

If you wish to exchange an item (e.g., due to incorrect size or color), please return the original item and place a new order. We do not currently offer direct exchanges.

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6. Return Costs

For returns within Austria, we charge a return fee of €6.90 per item. For returns from Germany, a return fee of €14.90 per item applies. These costs will be deducted from the refund and applied to the original payment method.

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7. Return Process

• Contact our customer service at office@erised.at or via the contact form to register the return.

• Pack the item securely and use the return label provided by us.

• Send the package to the specified address.

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8. Non-Refundable Items

The following items are excluded from returns and refunds:

• Vouchers and digital products

• Custom-made or personalized items​

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9. Damaged or Incorrect Items

If it is found upon delivery that a product is missing, deviates from the order, or does not have the properties stated on our website, the customer must report this immediately. If the delivered product does not match the order, ERISED will cover the costs for returning the faulty product as well as for delivering the correct item.

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10. Contact

If you have any questions regarding your return or refund, please contact our customer service:
office@erised.at
+43 677 618 131 86​​