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Returns & Cancellations

How to cancel an order or return a product, what is eligible, and how refunds are handled. These terms apply to purchases from shop.eram-group.net and ERAM branches.

Cancelling an order

You can cancel an order at no charge any time before it is dispatched. To cancel, contact us with your order number at info@eram-group.net or through My Account on the shop. Once an order has been dispatched, the return process below applies.

Returns eligibility

Unused products in their original, undamaged packaging may be returned within 14 days of delivery. To be eligible:

  • The product must be unused, complete, and in resaleable condition with original packaging and documentation.
  • You must provide proof of purchase (order number or VAT invoice).
  • Certain products are non-returnable for safety or hygiene reasons (see below).

Non-returnable items

  • Refrigerants and other controlled or hazardous substances once seals are broken (F-Gas handling rules apply).
  • Products cut, mixed, or made to order to your specification.
  • Items where a returns exclusion is stated on the product page.
Trade and project orders. Special-order, project-priced, and bulk items may carry different return terms agreed at the point of sale. Your account manager will confirm these for Pro accounts.

How to return

  1. Contact info@eram-group.net or your branch with your order number to request a return authorisation.
  2. We confirm eligibility and tell you where to send or bring the item.
  3. Return the product, or arrange collection where available.
  4. Once we receive and inspect the item, we process your refund.

Refunds

Approved refunds are issued to the original payment method, in EUR, normally within 14 days of us receiving the returned product. Card refunds are processed via BKT to the original card. Bank-transfer and cash-on-delivery orders are refunded by bank transfer. Original delivery charges are refundable only where the return is due to a defect or our error.

Faulty or incorrect products

If a product arrives damaged, faulty, or not as ordered, contact us promptly — see Warranty InformationAuthorised supply for defects covered by manufacturer warranty. We cover return costs for items that are faulty or sent in error.

Contact

Questions about a return or cancellation: info@eram-group.net · +383 49 205 822.