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Returns, Refunds, and Exchanges Policy

At ER Concepts, we value our customers and strive to provide high-quality products and exceptional service. This policy outlines your rights and options for returns, refunds, and exchanges, including your entitlements under Australian Consumer Law (ACL).

ReturnsRefundsExchangesExceptionsHow to Contact Us

Returns

  • Eligibility:
    Items can be returned within 14 days of delivery if they are unused, in their original condition, and in the original packaging.
  • Non-Returnable Items:
    Certain items are not eligible for return, including:
    • Customized or special-order products.
    • Items marked as final sale.
    • Products damaged due to misuse, improper handling, or customer error.
  • How to Return an Item:
    To request a return, please contact us at ethan@erconcepts.com.au with your order number, reason for return, and supporting photos (if applicable). Once approved, you will receive return instructions.
  • Return Shipping Costs:
    • Customers are responsible for return shipping costs unless the return is due to a defect, fault, or error by ER Concepts.
    • We recommend using a trackable shipping service to ensure the safe return of your item.

Refunds

  • Refund Eligibility:
    Refunds are available for returned items that meet the eligibility criteria stated above or if required by Australian Consumer Law.
  • Refund Process:
    Once your returned item is received and inspected, we will notify you of the refund approval or rejection. If approved:
    • Refunds will be processed within 7 business days.
    • Refunds will be issued to your original payment method.
  • Deductions:
    Original shipping costs are non-refundable. If your order qualified for free shipping, the actual shipping cost will be deducted from your refund.
  • Damaged or Incorrect Items:
    If your item arrives damaged or incorrect, please contact us immediately at ethan@erconcepts.com.au with your order number and photos. We will address these on a case-by-case basis and arrange a replacement, repair, or refund as appropriate.

Exchanges

  • Eligibility for Exchange:
    Exchanges are accepted for items of equal or lesser value, subject to availability. Items must be unused, in their original condition, and in the original packaging.
  • Exchange Process:
    To arrange an exchange, please contact us at ethan@erconcepts.com.au with your order number and exchange details.
    • Customers are responsible for return shipping costs for exchanges unless the exchange is due to a defect, fault, or error by ER Concepts.
    • ER Concepts will cover the shipping cost for the replacement item only if the issue is due to our error.

Exceptions

  • We are not responsible for delays or damages caused by shipping carriers.
  • Returns or exchanges will not be accepted for items damaged due to customer misuse or improper care.

How to Contact Us

If you have any questions about your return, refund, or exchange, please contact us: