Refund policy

Return and refund policy

Returns and cancellations

Cancellation of order before dispatch

The customer can cancel the order as long as it has not yet been dispatched. If the customer has placed an order and wishes to cancel it, they should first check the status of the order via the My Order menu in the top right-hand corner of the site's home page. If the status of the order says "Registered", there is a possibility that it can still be cancelled. However, the customer must contact our Customer Service and ask for the order to be cancelled. Only after this procedure can our Customer Service Department ask our warehouse to cancel the order.



If the cancellation request is successful, the customer will be notified by e-mail of this decision and the cancellation will be processed at no cost to the customer. If the cancellation request is unsuccessful, the products will be sent to the customer who, if they still wish to cancel the order, must refuse to accept them. The products will be returned and, upon receipt, a refund will be processed.

Return of defective products

The customer has the right to return the delivered products if they are found to be defective or otherwise non-compliant with the products ordered. Returns can be made within 30 days of receipt of the order. This does not affect your statutory rights. If your complaint is justified, the price and shipping costs will be refunded. For more information on how to proceed with a return, please contact us at info@ericaspettoys.com.

Returning products due to cancellation

If for any reason you are not satisfied with the products you have ordered, you can return them within 30 calendar days of receipt, provided that:

The products have not been used,
The product retains its original characteristics;
The product is intact with no marks of use;
You cannot return
Products that have been used .

Returning gifts

It is currently not possible for someone who has received a product as a gift from someone else to return it. In this case, to return the product you must contact the person who bought it so that they can return it in accordance with the Return Conditions.

Exchanging products or sizes

To exchange one item for another or to change sizes, please contact us.



Information on returns

If the reason for your return is the existence of a defect or non-conformity with the products ordered, Ericas® will bear the shipping and return costs. If your return was made for reasons other than the justified existence of a defect or non-conformity with the products ordered, Ericas® will not reimburse the shipping costs. However, by making a return you will be using our transport provider. As the costs incurred by Ericas® in making the return are the same as the shipping costs, Ericas® will not reimburse the postage costs initially borne by the customer for the respective order.



Refunds will be made on the basis of the method of payment. If the customer pays by ATM reference, they must give their bank details to our Customer Service team when they start the returns process. This is necessary so that we can refund the money to your account. The customer will receive the refund once the product(s) have been returned and processed.

Customer support

11.1 For additional information, you can contact the seller via e-mail at info@ericaspettoys.com or you can also call the following number 918895144.