ERG Media | Returns Policy We aim to provide a seamless shopping experience and want you to be completely satisfied with your purchase. If for any reason you are not, we’re here to help with a straightforward return process.   1.  Return Window You may request a return within 14 days of receiving your order, in accordance with app

Returns Policy

We aim to provide a seamless shopping experience and want you to be completely satisfied with your purchase. If for any reason you are not, we’re here to help with a straightforward return process.

 

1.  Return Window

You may request a return within 14 days of receiving your order, in accordance with applicable consumer protection laws. Regional conditions apply and are outlined below.

 

2.  Eligibility for Return

  • To be eligible for a return, items must be:
  • Unused, unworn, and in the same condition as received, allowing for reasonable handling
  • Returned in their original packaging, including all tags, labels, accessories, protective materials, and backing
  • Purchased directly from ERG Media

Apparel

Must be returned unworn, unwashed, and free from odours, stains, deodorant marks, makeup, or signs of extended wear.

Personalised or custom-made items

Non-refundable unless they arrive damaged or defective.

Returns are only accepted for products purchased directly from ERG Media. Items purchased via third-party retailers or unauthorised sellers are not eligible.

 

3.  Non-Returnable Items

The following items are not eligible for return or refund:

  • Items with damaged outer packaging only, where the product itself remains intact and unused
  • Apparel that has been worn, washed, or shows signs of odours, stains, deodorant marks, makeup, or use beyond reasonable physical handling
  • Items returned without original packaging, tags, accessories, or protective components
  • Personalised or custom-made items

Please note that ERG Media does not offer exchanges. All approved returns are refunded to the original payment method only.

 

4.  Product Condition & Inspection

All returns are subject to inspection upon receipt.

If an item does not meet the eligibility criteria outlined above, the return will be rejected and the item may be sent back to the customer at their expense.

Minor imperfections resulting from transit, such as light corner wear on books or slight packaging pressure marks, do not affect product usability and do not qualify as damage.

 

5.  How to Request a Return

All returns must be initiated through our Returns Portal.

Please follow the guided steps and include your order number and original packing slip within the return package.

 

6.  Return Shipping Costs

Customers are responsible for arranging and covering the cost of return shipping. ERG Media does not provide prepaid return labels.

Customers may select the carrier of their choice. For high-value items, we recommend using a tracked shipping service.

 

7.  Regional Return Conditions & Regulatory Framework

European Union (EU)

Returns are governed by the EU Consumer Rights Directive (Directive 2011/83/EU).

  • Within 14 days of receipt: Refund includes purchase price and original outbound shipping
  • After 14 days: Returns accepted at ERG Media's discretion, refund applies to purchase price only
  • Customers are responsible for return shipping

United Kingdom (UK)

Governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, enforced by Trading Standards.

  • Within 14 days: Refund includes purchase price and original delivery costs
  • After 14 days: Discretionary returns, purchase price only

United States (US)

Returns governed by state consumer protection laws and overseen by the Federal Trade Commission (FTC).

  • Within 14 days: Refund applies to purchase price only

 

Rest of the World (ROW)

Returns subject to local consumer protection laws.

  • Within statutory period: Refund applies to purchase price only

 

8.  Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, submit a request through our Returns Portal with clear photographic evidence.

Once reviewed, we will confirm whether the item needs to be returned or whether the issue can be resolved without requiring a return.

In approved cases, you may choose between:

  • A full refund, including original shipping costs, or
  • A replacement item at no additional cost

 

9.  Abuse & Policy Protection

ERG Media reserves the right to refuse returns where there is evidence of misuse, excessive return activity, or abuse of this policy.

 

10.  Refund Processing

Approved refunds are processed within 7–10 business days of inspection and credited to the original payment method.

 

11. Contact

For assistance with a return, please fill in our Contact Us form.