You have 7 days from the day your order is delivered to return most unused items. If an item arrives damaged, faulty or wrong, fixing it is on us.
Five simple steps. Most customers finish in a few minutes of their own time.
Within 7 days
Write to support@erafav.com with your order number, the item and the reason. Please do not post anything back before you hear from us – parcels sent without authorization cannot be matched to your order.
We reply within 1 business day
You receive a return authorization (RMA) number, the return address for your item – it depends on the warehouse that shipped it – and packing instructions.
Keep all parts together
Use the original box and packaging where possible, include every part, manual and accessory, and write the RMA number on the outside of the box.
Within 14 days of authorization
Use a trackable service and keep your receipt until your refund arrives.
5 business days
Once the item arrives and passes a quick check, we refund your original payment method and e-mail you. Your bank may take 5–10 business days to show it.
A set with a missing tile cannot be sold again, so returned sets are counted when they arrive. If your set arrived short or damaged, it is fully covered – just e-mail us within 7 days of delivery.
| Reason for the return | Return shipping | Deduction from your refund |
|---|---|---|
| Damaged in transit | Free – prepaid label or pickup | None |
| Faulty or defective item | Free – prepaid label or pickup | None |
| Wrong item, size or color sent by us | Free – prepaid label or pickup | None |
| Changed your mind / no longer needed | Paid by you, or we e-mail a label at our discounted rate | Only the label cost, if you use ours |
| Ordered the wrong size or model | Paid by you, or we e-mail a label at our discounted rate | Only the label cost, if you use ours |
| Returned used, incomplete or damaged after delivery | Paid by you | The value lost – we explain and agree it with you first |
Shipping to you was free, so nothing is deducted for the original delivery. We never charge a restocking fee on unused, complete returns.
We e-mail you at each step, so you always know where your refund is.
| Stage | When it happens |
|---|---|
| Your return arrives at the warehouse | Shown in your return tracking |
| Quick inspection | Within 2 business days of arrival |
| Refund issued to your original payment method | Within 5 business days |
| Money appears in your account | 5–10 business days, depending on your bank or card issuer |
E-mail photos of the item, the box and the shipping label, and a short description of the problem. For faults that appear later, see our damage & warranty page.
A replacement sent at no cost, or a full refund. If only a part is missing or broken, we can often send the part within days.
Carriers sometimes need to inspect damaged goods and packaging. Please keep everything until your claim is closed.
The quickest way to swap a size, model or color is to place a new order for the item you want and return the original under this policy. If you prefer, e-mail us and we will arrange the exchange for you.
You can cancel free of charge until your order ships – e-mail support@erafav.com as soon as possible. Once it has shipped, it becomes a return.
Refunds go back to the card or wallet used at checkout through Shopify Payments. We cannot refund to a different card, by check or in cash.
Questions
We give you the correct return address with your return authorization. It depends on which warehouse shipped your item. Our business office does not accept returns, so please do not send items there.
Used items cannot be returned for a change of mind. If an item arrived damaged, faulty or not as described, it is fully covered – just e-mail us within 7 days of delivery.
We issue it within 5 business days. Your bank or card issuer then usually takes 5–10 business days to show it on your statement.
Delivery to you was free, so there is nothing to deduct or refund for it. For change-of-mind returns you cover the return shipping.
E-mail us with your order number and photos. We look at every case individually and tell you honestly what we can do – see our damage & warranty page.
E-mail support@erafav.com with your order number and the item you want to return. We reply within 1 business day with everything you need.
