Refund Policy

Refund Policy for Era Next

At Era Next, we are committed to ensuring customer satisfaction while adhering to UK consumer protection laws. This refund policy has been designed to provide clarity and transparency regarding your rights and our procedures.

 

Eligibility for Refunds

We offer refunds under the following circumstances:

  1. Faulty or Damaged Goods

    • If your item is damaged on delivery or has a manufacturing defect, you are entitled to a refund.

  2. Incorrect Items

    • If you receive the wrong product, you are eligible for a refund or replacement.

  3. Time Frame

    • Refund requests must be submitted within 30 days of receipt of the item, in accordance with the Consumer Rights Act 2015.

Exclusions

Refunds will not be provided in the following circumstances:

  1. Non-Faulty Items

    • Refunds are not available for reasons such as:
      • Change of mind.
      • Incorrect choice by the customer.

  2. Customer-Caused Damage

    • Refunds will not be issued for products that have been misused, modified, or intentionally damaged after delivery.

 

How to Request a Refund

  1. Initiating the Request

    • Contact us at info@eranext.co.uk within 30 days of receiving your item. Please include:
      • Your order number.
      • A description of the issue.
      • Clear photographs or videos showing the defect or damage.

  2. Return Authorisation

    • Once your refund request is reviewed and approved, we will provide instructions on how to return the item to us.

  3. Returning the Product

    • Ensure the item is securely packaged to prevent further damage during transit.
    • Return postage costs are the customer’s responsibility unless the item is faulty or damaged upon receipt.

 

Processing Refunds

  1. Review Process

    • Once the returned item is received, we will inspect it to verify the issue. This process typically takes 3-5 business days.

  2. Refund Method

    • Approved refunds will be processed via your original payment method within 14 days of confirming the issue.

  3. Partial Refunds

    • If the returned item shows signs of use beyond what is necessary to assess its functionality or condition, we may issue a partial refund to account for the reduced value.

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Your Legal Rights

This policy is in addition to your statutory rights under the Consumer Rights Act 2015. Under these rights:

  1. 30-Day Short-Term Right to Reject

    • You can reject goods within 30 days of purchase if they are faulty or not as described and request a full refund.

  2. After 30 Days

    • If a fault develops after the 30-day period, you may still request a repair or replacement. If these remedies are unsuccessful or impractical, you may claim a partial or full refund depending on the circumstances.

  3. Delivery Issues

    • If a product fails to arrive or arrives late (and the delivery timeframe was essential), you may be entitled to a refund.

 

Contact Us

For any queries regarding refunds, please contact our customer service team:

  • Email: info@eranext.co.uk
  • Business Hours: Mon - Fri (9AM - 5PM)

We value your trust in Era Next and aim to resolve your concerns promptly and fairly.