Refund policy
RETURN & REFUND POLICY
Last updated: 15 September 2026
At Erkeuby, we want you to be satisfied with your purchase. This Return & Refund Policy explains your rights when purchasing goods from Erkeuby.store, including your statutory rights under United Kingdom consumer law.
Nothing in this policy is intended to limit, exclude or replace any rights that you may have under applicable consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
For any return, cancellation or refund enquiry, please contact us at:
Email: info@Erkeuby.store
Website: Erkeuby.store
1. YOUR RIGHT TO CANCEL AN ONLINE ORDER
If you are a consumer purchasing goods online, you normally have a legal right to cancel your order without giving a reason.
You have 14 days from the day you receive your goods to notify us that you wish to cancel your order.
If an order contains multiple items delivered separately, the cancellation period generally begins when you, or a person nominated by you, receives the final item covered by that order.
To exercise your right to cancel, you must clearly inform us of your decision before the cancellation period expires.
You can contact us at:
Please include:
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Your full name;
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Your order number;
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The email address used for your order;
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The item(s) you wish to return; and
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A clear statement that you wish to cancel the purchase.
You do not need to provide a reason for cancelling.
2. RETURNING GOODS AFTER CANCELLATION
After notifying us that you wish to cancel your order, you must return the goods to us within 14 days.
Please contact info@Erkeuby.store before sending a return so that we can provide you with the applicable return instructions and return address.
Do not send products to an address shown on a parcel, shipping label or courier document unless we have specifically confirmed that address as the correct returns address.
Unless the goods are faulty, damaged, incorrect or otherwise not in conformity with the contract, you are responsible for the direct cost of returning the goods.
We strongly recommend using a tracked postal or courier service and retaining proof of postage until your return has been completed.
3. CONDITION OF RETURNED GOODS
You may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way that you would normally be able to examine it in a physical shop.
For clothing, this normally means that you may carefully try the item on.
Returned products should, where reasonably possible:
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Be clean;
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Be unworn other than for reasonable inspection or fitting;
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Be unwashed;
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Be free from stains, odours, pet hair or other contamination;
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Include any original tags and accessories where available; and
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Be returned with the original packaging where reasonably possible.
Your statutory cancellation right is not automatically lost simply because packaging has been opened.
However, where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may be legally entitled to make an appropriate deduction from the refund to reflect any reduction in the value of the goods.
4. REFUNDS FOR CANCELLED ORDERS
Where you validly exercise your legal right to cancel, we will refund payments received for the goods covered by the cancellation.
Where applicable, we will also refund the cost of the least expensive standard delivery method offered by us.
If you selected a more expensive delivery option, such as express or premium delivery, we are not required to refund the additional amount paid above our standard delivery charge.
We may withhold the refund until:
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We have received the returned goods; or
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You provide evidence that you have sent the goods back,
whichever occurs first.
Once the applicable conditions have been met, the refund will be processed within the period required by UK law, normally within 14 days.
Refunds will normally be issued using the same payment method used for the original transaction unless you expressly agree otherwise.
You will not be charged a fee by us for receiving a legally required refund.
Depending on your bank, card issuer or payment provider, additional processing time may be required before the funds appear in your account.
5. FAULTY, DAMAGED OR NOT-AS-DESCRIBED GOODS
Your statutory rights apply if the goods you receive are:
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Faulty;
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Damaged;
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Not as described;
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Not of satisfactory quality;
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Not fit for a particular purpose made known to us; or
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Otherwise not in conformity with the sales contract.
Please contact us as soon as reasonably possible at:
Please provide:
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Your order number;
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A description of the problem; and
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Photographs or other reasonable evidence where this will help us assess the issue.
Providing photographs may help us resolve the matter more quickly, but this does not remove any statutory rights you may have.
6. 30-DAY SHORT-TERM RIGHT TO REJECT
Under the Consumer Rights Act 2015, consumers may have a short-term legal right to reject goods that do not conform to the contract.
In most cases, this right lasts for 30 days beginning after the relevant requirements under the Consumer Rights Act have been satisfied, including delivery of the goods.
Where the legal short-term right to reject applies, you may be entitled to reject the goods and receive a refund.
Nothing in this policy restricts that right.
7. FAULTS DISCOVERED AFTER 30 DAYS
If a product develops a qualifying fault after the initial short-term right to reject has expired, you may still have legal remedies.
Depending on the circumstances, you may be entitled to:
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A repair;
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A replacement;
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A price reduction; or
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A final right to reject the goods and receive an appropriate refund.
Where a fault becomes apparent within the period provided by UK consumer law, the legal rules regarding whether the fault is presumed to have existed at the time of delivery will apply.
Your rights depend on the circumstances, the nature of the product, how long you have owned it and the requirements of the Consumer Rights Act 2015.
8. COST OF RETURNING FAULTY OR INCORRECT GOODS
If goods are confirmed to be faulty, damaged, incorrectly supplied or otherwise not in conformity with the contract, we will comply with our legal obligations regarding reasonable return costs.
Please contact us before returning such goods so that appropriate return arrangements can be provided.
You should not be required to bear costs that UK consumer law requires us to bear.
9. INCORRECT ITEM RECEIVED
If you receive an item different from the one you ordered, please contact:
Please include your order number and, where possible, photographs showing the item received.
We will provide appropriate instructions and arrange a remedy in accordance with your legal rights.
10. ITEMS DAMAGED IN TRANSIT
If your order arrives damaged, please contact us as soon as possible.
Where possible, please retain:
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The product;
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The external packaging;
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Internal packaging;
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Shipping labels; and
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Photographs showing the condition of the parcel and product.
This information may assist us with a courier investigation, but your statutory consumer rights are not dependent on our ability to recover compensation from a courier.
11. CHANGE OF SIZE, COLOUR OR STYLE
During the statutory cancellation period, you may cancel an eligible online purchase even if you simply change your mind, including where you have selected the wrong size or colour.
Where you would prefer another size, colour or product, please contact us.
Where stock permits, we may offer an exchange.
An exchange offered by Erkeuby is an additional customer service and does not reduce your statutory rights.
12. EXCEPTIONS TO THE RIGHT TO CANCEL
The statutory right to cancel may not apply to certain categories of goods where an exception under UK law applies.
Examples may include:
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Goods made to your specifications or clearly personalised;
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Goods liable to deteriorate or expire rapidly;
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Sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery;
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Sealed audio, video or computer software products where the seal has been broken; and
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Other goods or services specifically excluded from the statutory cancellation right by applicable law.
Where an exception applies, this does not remove your rights if the goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.
13. HYGIENE-SEALED PRODUCTS
Where a product is supplied with a genuine hygiene or health-protection seal and is legally unsuitable for return after that seal has been broken, the statutory change-of-mind cancellation right may cease once the seal is broken.
This exception will only be relied upon where permitted by applicable UK law.
It does not affect your rights in relation to faulty or misdescribed goods.
14. PERSONALISED OR MADE-TO-ORDER PRODUCTS
Goods that are genuinely made to a customer's specifications or clearly personalised may be excluded from the statutory change-of-mind cancellation right.
However, personalised or made-to-order products remain subject to your statutory rights if they are faulty, damaged, not as described or otherwise fail to conform to the contract.
15. SALE AND PROMOTIONAL ITEMS
Products purchased during a sale, discount or promotion have the same statutory consumer rights as products purchased at full price.
A discount or promotional price does not remove your legal right to a remedy where goods are faulty, misdescribed or otherwise fail to comply with applicable consumer law.
Online cancellation rights will also continue to apply to eligible sale items unless a specific legal exception applies.
16. ORIGINAL DELIVERY CHARGES
Where you exercise a statutory right to cancel an eligible distance contract, we will reimburse the basic delivery cost that you paid, up to the cost of our least expensive standard delivery method.
If you voluntarily selected a more expensive shipping option, such as express shipping, the additional cost above the standard delivery amount is generally not refundable under the statutory cancellation rules.
This does not affect remedies available where goods are faulty, incorrect or where another breach of contract has occurred.
17. RETURN SHIPPING COSTS FOR CHANGE-OF-MIND RETURNS
For a return made solely because you have changed your mind, you are responsible for the direct cost of returning the goods, unless:
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We have expressly agreed to pay those costs; or
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UK law requires us to do so.
The customer remains responsible for ensuring that the goods are returned using an appropriate method.
We recommend keeping proof of postage.
18. REFUSED OR UNCOLLECTED PARCELS
Refusing delivery or failing to collect a parcel does not necessarily constitute a valid notice of cancellation.
If you wish to cancel an order, please contact us directly at:
Where a parcel is returned to us by a courier, we will assess the order in accordance with your statutory rights and the circumstances of the return.
Nothing in this section permits us to impose charges that are prohibited by applicable consumer law.
19. LOST RETURNS
Where you are responsible for arranging a return, we recommend using a tracked service.
Please retain proof that the goods were sent.
Where applicable, evidence that goods have been returned may be sufficient for refund timing purposes under UK consumer law even where the parcel has not yet physically reached us.
20. PROOF OF PURCHASE
We may request reasonable proof that the product was purchased from Erkeuby.
Suitable proof may include:
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Order confirmation;
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Order number;
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Email receipt;
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Payment record; or
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Other reasonable evidence of purchase.
21. REFUNDS TO THE ORIGINAL PAYMENT METHOD
Refunds will normally be made to the original payment method.
If the original payment method is unavailable or if circumstances make this impossible, please contact us so that we can determine an appropriate lawful alternative.
We will never require you to pay an additional fee solely in order to receive a refund to which you are legally entitled.
22. PROCESSING TIMES
Once we have authorised or become legally required to issue a refund, we will process it without undue delay and within the applicable legal deadline.
After a refund has been processed by Erkeuby, your bank, card issuer or payment provider may require additional time to credit the funds to your account.
These external processing times are outside our direct control.
23. CANCELLING BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
Where we are able to stop the order before dispatch, we will cancel it and process the applicable refund.
If the order has already been dispatched, you may still exercise any applicable statutory cancellation rights after receiving the goods.
24. EXCHANGES
Where available, Erkeuby may offer exchanges for another size, colour or eligible item.
Exchanges depend on stock availability.
If the requested replacement is unavailable, we will discuss the appropriate alternatives with you.
Any voluntary exchange process does not replace or restrict your statutory cancellation, refund, repair or replacement rights.
25. FAIR USE OF THE RETURNS PROCESS
We reserve the right to investigate suspected fraudulent or abusive return activity.
However, we will not refuse, restrict or reduce any statutory consumer right solely because a customer has exercised that right.
Any action we take will remain subject to applicable UK consumer protection law.
26. YOUR STATUTORY RIGHTS
This policy is intended to operate alongside your legal rights.
Under UK consumer law, goods sold to consumers must generally be:
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Of satisfactory quality;
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Fit for their intended purpose;
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As described; and
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Otherwise compliant with the sales contract.
Nothing in our terms, policies or communications excludes or restricts rights that cannot legally be excluded or restricted.
Where this Return & Refund Policy conflicts with a mandatory provision of applicable consumer law, the mandatory legal provision will prevail.
MODEL CANCELLATION FORM
You may use the following form to notify us that you wish to cancel an eligible contract. Use of this form is optional; you may also contact us by email with another clear statement of cancellation.
To: Erkeuby
Email: info@Erkeuby.store
I hereby give notice that I cancel my contract of sale for the following goods:
Goods: ______________________________________
Order number: ________________________________
Ordered on: __________________________________
Received on: _________________________________
Customer name: _______________________________
Customer address: _____________________________
Customer email: _______________________________
Signature: ___________________________________
(only required if this form is submitted on paper)
Date: ________________________________________
CONTACT US
For questions about returns, refunds, cancellations, faulty goods or exchanges, please contact:
Erkeuby
Website: Erkeuby.store
Email: info@Erkeuby.store
We aim to handle all requests fairly and in accordance with applicable United Kingdom consumer law.