Refund policy

ERUCKE LTD – Return & Refund Policy

This Return & Refund Policy applies to all purchases made through ERUCKE LTD. It is written in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy affects your statutory rights.

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1. Eligibility for Returns (Non‑Faulty Items)

For online purchases, you may return non‑faulty items within 14 days of receiving your order. To qualify, all of the following conditions must be met:

  • the item is unused
  • the item is unopened
  • the item is in its original packaging
  • the item is in resaleable condition
  • you cover the return shipping cost

Refunds for non‑faulty returns exclude the original delivery fee.

Items that do not meet these conditions will not be accepted.

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2. Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, or incorrect, you must notify us within the required timeframes and provide photo or video evidence.

Evidence required:

  • clear photos/videos of the issue
  • photos of the packaging
  • photos of the shipping label
  • your order number

Time limits:

  • Damaged on arrival: report within 48 hours
  • Incorrect item received: report within 48 hours
  • Faulty item: report within 14 days

Once evidence is reviewed and approved, we will offer a replacement or refund.

For approved faulty/incorrect items, ERUCKE LTD covers return shipping.

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3. Items That Cannot Be Returned

For hygiene, safety, and resaleability reasons, the following items are non‑returnable unless faulty:

  • opened or used items
  • items without original packaging
  • liquids, gels, oils, creams, sprays
  • hygiene‑sensitive products (e.g., grooming tools, personal care items)
  • consumables
  • personalised or custom‑made items
  • clearance or final‑sale items
  • items damaged by the customer
  • items returned after the 14‑day window
  • items returned without prior authorisation (RMA)

These exclusions are permitted under UK consumer law.

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4. Return Shipping Costs

Non‑faulty returns:

  • Customer pays return shipping.
  • Tracked delivery is recommended; lost returns cannot be refunded.

Faulty/incorrect items:

  • ERUCKE LTD covers return shipping only after evidence is approved.

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5. Return Authorisation (RMA Required)

All returns must be approved before sending anything back.

Returns sent without an RMA number will be refused and returned to sender.

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6. Refund Processing

Refunds are issued only after the returned item is:

  • received,
  • inspected,
  • and confirmed to meet the return criteria.

Refunds are processed to the original payment method within 5–10 business days after approval.

Original shipping costs are non‑refundable for non‑faulty returns.

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7. Items Lost in Transit

If your order does not arrive:

  • we will investigate with the courier
  • we may request a signed declaration of non‑receipt
  • replacements or refunds are issued only after courier confirmation

This process complies with UK delivery regulations.

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8. Abuse Prevention

ERUCKE LTD reserves the right to refuse returns or refunds in cases of:

  • repeated return abuse
  • fraudulent claims
  • inconsistent or insufficient evidence
  • items returned in unacceptable condition
  • unauthorised returns

This ensures fairness and protects genuine customers.

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9. Contact Information

To request a return or report an issue, contact:

support@erucke.co.uk

Please include your order number and all required evidence.