Refund policy

Return & Refund Policy

Our main goal is always to ensure your satisfaction with our service and products. Please review the following refund and return policy carefully.

Order Inspection & Delivery

  • Please check your item carefully before making payment.
  • Upon the arrival of the courier, trying on the product, choosing between items, or receiving only part of the order is not permitted.
  • Orders must be received in full or returned in full.
  • You are allowed to open the package and check the fabric and color only before payment.

The courier will attempt to deliver the order twice only.
If the order is not received after the second attempt, it will be automatically canceled.

Refusal Before Payment

If the order is not suitable, you may refuse to receive it from the courier.
No shipping fees will be charged if they were paid in advance (deposit).

Returns & Exchanges After Receiving the Order

After receiving the order, if there is any issue with the product or size, you may contact us within 24 hours to request a return or exchange, provided that the item:

  • Is in its original condition
  • Is unused and not worn at all
  • Is returned in its original packaging

Please note that the customer is responsible for all shipping costs related to the return or exchange process.

Order Confirmation

We may contact you via phone or WhatsApp to confirm your order or request a deposit before handing the shipment to the courier company.

If no response or confirmation is received within 24 hours, the order will be automatically canceled.

Refund Processing & Return Conditions

Refunds are processed within up to 7 business days from the date the returned items are received, inspected, and approved. Fridays, Saturdays, and official holidays are not considered business days.

Refunds are issued only via bank transfer, InstaPay, or Vodafone Cash. Cash refunds are not available.

If the returned products are found to be used, damaged, or not in their original condition upon inspection, ESERA reserves the right to reject the return request and no refund will be issued.