Política de reembolso

Refund & Return Policy – Enerra

At Enerra, we want you to feel confident in every purchase.

Return Window

We offer a 15-day return policy, which means you have 15 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return:

  • The item must be unused, unopened, and in its original packaging
  • The product must be in new condition
  • You must provide a receipt or proof of purchase

How to Start a Return

To initiate a return, contact us at:
Support@enerrashop.com

If your return is approved, we will provide instructions on how and where to send your package.

Important:

  • Customers are responsible for return shipping costs
  • Items sent back without prior approval will not be accepted

Damages & Issues

Please inspect your order upon arrival. If your item is:

  • Defective
  • Damaged
  • Incorrect

Contact us immediately so we can resolve the issue promptly.

Non-Returnable Items

We do not accept returns for:

  • Opened or used personal care products
  • Perishable goods
  • Custom or personalized products
  • Hazardous materials, flammable liquids, or gases
  • Sale items or gift cards

If you’re unsure about your item, contact us before purchasing.

Exchanges

We accept exchanges.
The fastest way to exchange an item is to:

  1. Return the original item (once approved)
  2. Place a new order for the desired product

Refunds

Once your return is received and inspected, we’ll notify you of the approval status.

If approved:

  • Refunds will be issued to your original payment method
  • Processing time: within 14 business days after approval

Please note that your bank or credit card provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, contact us at Support@enerrashop.com.

European Union Customers

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason.

Items must still meet return eligibility conditions (unused, original packaging, proof of purchase).

Return Shipping Details

  • Return method: By mail
  • Return label: Customer responsibility
  • Restocking fee: None

If you have any questions, feel free to contact our support team at Support@enerrashop.com.