- At Era Professional, we want our customers to have a smooth and reliable shopping experience. Please read the following policy carefully before placing an order.
1. Order Cancellation
Customers may request cancellation of an order as soon as possible after placing the order.
Cancellation requests are subject to the status of the order.
If the order has not been processed or shipped, we may be able to cancel it.
Once an order has been shipped or handed over to the delivery partner, cancellation may no longer be possible.
To request cancellation, please contact us with your order number and registered contact details.
2. Refunds for Cancelled Orders
If an order is successfully cancelled after payment has been received, the eligible refund will be initiated through the applicable payment method or payment gateway.
The time taken for the refund to appear in your account may depend on the payment provider or bank.
3. Damaged Products
If you receive a product that appears damaged during delivery, please contact us as soon as possible after receiving the order.
Customers may be required to provide photographs or videos showing the condition of the package and product to help us investigate the issue.
4. Wrong Product
If you receive a product different from the product ordered, please contact us with your order details and supporting photographs.
After verification, we may arrange an appropriate resolution, which may include replacement or refund, subject to availability and applicable conditions.
5. Missing Products
If any item is missing from your order, please contact us as soon as possible after delivery.
We may request photographs, videos, packaging details, or other information to verify the claim
6. Return Conditions
For hygiene and safety reasons, opened, used, damaged, or tampered cosmetic and personal-care products may not be eligible for return unless the product was received damaged, defective, incorrect, or otherwise qualifies under applicable consumer laws.
Products eligible for return must generally be unused, unopened, and in their original packaging.
7. Non-Returnable Products
The following may not be eligible for return or refund:
- Products that have been opened or used.
- Products damaged due to customer misuse.
- Products without original packaging where required.
- Products returned without prior approval.
- Products damaged after delivery due to improper storage or handling.
8. Refund Processing
Once an approved refund is confirmed, the refund will be initiated through the applicable payment method.
The actual time for the amount to reflect in the customer’s account may vary depending on the payment gateway, bank, or financial institution.
9. Failed or Unsuccessful Payments
If money has been deducted from your account but the order was not successfully created, please contact us with the relevant transaction details.
We will verify the payment status and take appropriate action.