Return and Refund Policy

Last updated: September 2, 2026

At Eranoir, we want you to feel confident about every purchase. Please review the following Return and Refund Policy before placing your order.

1. Return Eligibility

We accept return requests when:

• You received an incorrect product, color, model or design.

• The item arrived defective or damaged.

• A return is required under applicable consumer protection law.

Returned items must be unused, unworn and in their original condition, with all tags, accessories and packaging included. Proof of purchase, such as an order confirmation or receipt, is required.

Unless required by applicable law, we do not accept returns resulting from a change of mind, ordering the wrong color or variant, or personal preference.

Items showing signs of use, wear, alteration, accidental damage, misuse or improper handling after delivery are not eligible for return or refund.

2. Starting a Return

To request a return, contact us at support_agent@caseease.com and include:

• Your order number

• The email address used to place the order

• A description of the issue

• Clear photographs or video showing the product and packaging, where applicable

If your request is approved, we will provide return instructions and, when applicable, a return shipping label.

Approved returns must be postmarked within seven days of receiving return authorization. Items returned without prior authorization may not be accepted.

3. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives. If an item is damaged, defective or different from what you ordered, contact us within seven days of delivery.

We will review the information provided and determine the appropriate resolution, which may include a replacement, refund or other remedy.

Damage caused by misuse, improper storage, accidents, unauthorized modification or normal wear and tear is not considered a manufacturing defect.

4. Exchanges

We do not process direct exchanges.

If you received an incorrect item and your return is approved, you may return it according to our instructions and place a new order for the desired product.

Customized, personalized, clearance or limited-edition items are final sale unless they arrive damaged, defective or incorrect, or unless applicable law provides otherwise.

5. Refund Processing

Once we receive and inspect your return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days. Your bank or credit card provider may require additional time to post the funds to your account.

If more than 15 business days have passed since your refund was approved, please contact support_agent@caseease.com.

Original shipping charges are non-refundable unless the return resulted from our error or applicable law requires otherwise.

6. Return Shipping Costs

Eranoir will cover reasonable return shipping costs when:

• We sent the wrong product, color, model or design.

• The item arrived damaged or defective.

If we approve a discretionary return for another reason, the customer is responsible for return shipping costs. Original and return shipping charges are non-refundable in these cases.

7. Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please:

• Check with household members, neighbors and building staff.

• Look around the delivery location shown by the carrier.

• Contact the shipping carrier to open a missing-package investigation.

• Contact us with your order number and carrier case number.

When the carrier provides valid delivery confirmation or photographic proof, Eranoir is generally unable to issue a refund or replacement for a package lost or stolen after delivery. Any available remedy remains subject to the carrier’s investigation and applicable law.

8. Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Eranoir is not responsible for delivery failure caused by an incorrect or incomplete address supplied by the customer.

If an order is returned to us because of an address issue, reshipment may be available. The customer will be responsible for any additional shipping charges.

9. Customs and Import Delays

International orders may be delayed by customs inspections or local import procedures. These delays are outside Eranoir’s control.

Customs delays alone do not qualify an order for cancellation, compensation or a refund unless required by applicable law.

Customers are responsible for any customs duties, import taxes or handling fees charged by their destination country unless otherwise stated at checkout.

10. Order Cancellations and Changes

To request a cancellation or order change, contact support_agent@caseease.com within two hours of placing your order.

After this two-hour period, we cannot guarantee that the order can be cancelled or modified because processing and fulfillment may already have started.

Changing an address, product or color may require cancelling the original order and placing a new one.

11. Refused or Missed Deliveries

If delivery is refused or repeatedly missed, the carrier may temporarily hold the package, return it to the sender or dispose of it according to its policies.

Customers are responsible for arranging pickup or redelivery with the carrier.

Orders returned because they were refused or unclaimed may be eligible for reshipment after the customer pays the additional shipping charges. Packages destroyed or abandoned by the carrier are generally not eligible for refund.

12. Cancellation Processing Fees

Customer-requested cancellations may be subject to the following non-refundable processing fees:

Order status	Processing fee
Cancelled within two hours of purchase	Free
Processing started but production has not begun	$2
Production started but the order has not shipped	$3

These fees do not apply to refunds caused by an incorrect, damaged or defective item, or where prohibited by applicable law.

13. Refunds After Shipment

Once an order has shipped, it generally cannot be cancelled or refunded unless:

• The item arrives damaged or defective.

• You receive an incorrect item.

• A refund or cancellation is required under applicable law.

Please review your product selection, color, quantity and shipping address carefully before completing checkout.

14. Your Legal Rights

Nothing in this policy limits or excludes any mandatory rights or remedies available to you under applicable consumer protection law.

Where local law provides a longer cancellation or return period, including statutory withdrawal rights in certain regions, the applicable legal requirement will take precedence over this policy.

15. Contact Us

For questions about returns, cancellations or refunds, contact:

Email: support_agent@caseease.com

Please include your order number so our support team can assist you efficiently.