Return Policy
Return Policy
We want you to be completely satisfied. If not, you may return eligible items within 30 calendar days of delivery.
1. Return Process
To initiate a return:
- Email Approval Required: Contact customer@eramtile.com with:
- Order number
- Reason for return
- Supporting photos (if applicable)
- If Approved:
- We will email a prepaid return label for defective items
- For non-defective returns: Use trackable shipping (costs covered by buyer)
- We will email a prepaid return label for defective items
- Repack Securely: Item must be in unused condition with original tags/packaging
- Track & Notify: Share tracking number after shipment
- Inspection & Resolution: Refund/exchange processed after warehouse inspection
⚠ Unapproved returns will be refused.
2. Return Eligibility
| Status | Condition |
|---|---|
| ✔ Acceptable | Unused, original tags/packaging, proof of purchase provided |
| ❌ Non-Returnable | Custom-made/personalized items, gift cards, final sale items |
3. Exchanges
- No direct exchanges. For size/item changes:
a. Return original item via standard process
b. Place a new order separately - Damaged items: Free replacement (see Section 4)
4. Damaged/Defective Items
Contact within 7 days of delivery with:
- Order number
- Photos/video of defect
- Issue description
We will cover return shipping and provide:
✅ Full refund OR
✅ Free replacement
5. Return Shipping Fees
| Scenario | Cost Responsibility |
|---|---|
| Change of mind / Wrong size | Customer pays shipping |
| Defective/Incorrect item shipped | Free prepaid label |
6. Refund Processing
| Stage | Timeframe |
|---|---|
| Warehouse Inspection | Within 3 business days of arrival |
| Refund to Payment Method | 5-10 business days upon approval |
| Store Credit | Instant issuance |
Bank processing times may vary.
7. Return Address
- Provided via email after return approval
- Do not ship to any address without authorization
Contact: customer@eramtile.com for urgent issues.
Policy Effective: June 9, 2025