Refund policy
Refund, Return & 90-Day Money-Back Guarantee Policy – Enerra
At Enerra, we want you to feel confident in every purchase. Please review our refund, return, and guarantee terms carefully before placing your order.
This policy applies only to purchases made directly through enerrashop.com, unless otherwise required by law.
Return Window
We offer a 15-day return policy for unopened products. This means you have 15 days after receiving your order to request a standard return.
Standard Return Eligibility
To qualify for a standard return:
The item must be unused, unopened, and in its original packaging
The product must be in new, resellable condition
You must provide a receipt or proof of purchase
The return must be approved before the item is sent back
Items sent back without prior approval will not be accepted.
How to Start a Return
To request a return, contact us at:
Please include your order number, the email address used at checkout, and the reason for your return.
If your return is approved, we will provide instructions on how and where to send your package.
Return Shipping Details
Return method: By mail
Return label: Customer responsibility
Restocking fee: None
Customers are responsible for all return shipping costs unless the return is due to an error on our part.
Damages & Issues
Please inspect your order as soon as it arrives.
If your item is defective, damaged, or incorrect, contact us immediately at Support@enerrashop.com so we can review the issue and help resolve it.
To help us process your request, we may ask for photos of the product, packaging, shipping label, and any visible damage.
Non-Returnable Items
We do not accept standard returns for:
Opened or used products
Products not in original packaging
Products purchased from third-party sellers or unauthorized retailers
Perishable goods
Custom or personalized products
Hazardous materials, flammable liquids, or gases
Sale items, clearance items, or gift cards
If you are unsure whether your item qualifies, please contact us before purchasing.
90-Day Money-Back Guarantee
Enerra offers a 90-Day Money-Back Guarantee on qualifying first-time purchases made directly through enerrashop.com.
This guarantee is designed for customers who have purchased the product, used it as directed, and are not satisfied with their experience.
To qualify for the 90-Day Money-Back Guarantee:
You must request the guarantee within 90 days of the delivery date
The order must have been purchased directly from enerrashop.com
The guarantee applies to first-time purchases only
Limit one guarantee claim per customer, household, shipping address, and payment method
You must provide your order number and proof of purchase
You may be asked to provide photos of the product, bottle, packaging, and lot number
You must return all bottles from the original order, including opened, unopened, and empty bottles
The product must not have been resold, transferred, or purchased for commercial use
The order must not already be refunded, disputed, charged back, or replaced
The 90-Day Money-Back Guarantee covers the eligible product purchase price only. Shipping fees, shipping protection, expedited shipping, gift cards, and other non-product charges are not refundable unless required by law.
Customers are responsible for return shipping costs.
The 90-Day Money-Back Guarantee does not apply to:
Repeat purchases
Subscription renewals after the first shipment
Orders purchased from Amazon, Walmart, eBay, retail stores, or any third-party marketplace
Orders without proof of purchase
Bulk orders or commercial purchases
Free products, samples, giveaways, or promotional gifts
Claims submitted after 90 days from delivery
Returns sent without prior approval
Abuse, fraud, duplicate claims, or policy misuse
Enerra reserves the right to deny any guarantee request that does not meet the terms above.
Exchanges
We accept exchanges on eligible unopened products.
The fastest way to exchange an item is to request a return for the original item and place a new order for the desired product once your return is approved.
Refunds
Once your return is received and inspected, we will notify you of the approval status.
If approved, your refund will be issued to your original payment method.
Refund processing time: within 14 business days after approval.
Please note that your bank or credit card provider may take additional time to process and post 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 may have the right to cancel or return your order within 14 days, for any reason, unless an exception applies.
Items must still meet applicable return eligibility conditions, including being unused, in original packaging, and accompanied by proof of purchase, unless otherwise required by law.
Questions
If you have any questions about returns, refunds, or the 90-Day Money-Back Guarantee, please contact our support team at: