Warranty & Return

Warranty

Products purchased on EROMMY.com are guaranteed against manufacturing defects or component damage one (1) year from the date of shipment. In the event of such defects during this period, EROMMY will decide whether to repair or replace the defective components or products. Damage caused by weather, improper installation, misuse, accidents, or normal wear and tear is not covered by this warranty or any other warranty. Please note that replacement parts may incur shipping fees, handling fees, replacement fees, or restocking fees. For products that are out of warranty, we will no longer provide repair or replacement services. We provide extended warranty service on the product page to extend your warranty period, which must be ordered within 30 days of the product purchase to take effect. EROMMY reserves the right to make all decisions regarding this warranty. If you need any assistance, please contact us at service@erommy.com.

Cancellation Policy

Please refer to our cancellation policy below:

  • Unpaid orders are automatically cancelled.
  • Cancel orders before shipment:  full refund.
  • Cancel orders after shipment: 80% refund.

Once your order is on the status of label created, it cannot be cancelled. If you would like to cancel your order, please Contact Us to inquire details.

Note: If you want to cancel your order when it's in delivery, there will be an extra charge of package interception fee(CAD18 per box) required by shipping carrier UPS or FedEx.

Return & Refund

EROMMY will offer a solution including shipping for any damaged, defective, or mis-shipped items. If your item arrives damaged or defective, please reach out to Contact Us directly for assistance.

  • Return without any reason: Not Accepted
  • Return with quality issue: Replacement or refund after confirmation
  • Return with non-quality issue: 80% refund of payment
  • Return or refund after warranty time: Not Accepted

Non-quality related returns:

If you paid and decided that you don’t want the item, or you purchased the item in error, the return shipping fee would not be covered in refund and there will be 20% restocking fees.

We don't process return requests caused by subjective assembly issues(hard to assemble, fail to assemble etc.) unless you provide any clear evidence/pictures to confirm the item is defective. We solve customer cases based on the objective reasons.

For the products with multiple boxes, if one box get damaged, and you want to return the whole set, the return shipping fee would not be covered in refund for the boxes in good condition and there will be 20% restocking fees needs to be charged for them.

How To Return & Refund

  • Submit a return request at Contact Us to Customer Service within 30 days of receiving your order. Please include the reason for return and photographs for verification.
  • Once your request is approved, you will received a return address needed to be included on your return label. Please send your item(s) via local post within 10 days and send us the return tracking info.
  • When warehouse receives the returned package, the item(s) will be inspected to ensure it is in the original condition or has the issues stated in the return request.
  • Once confirmed, the refund will be credited back to the original payment method within 6-10 days (processing time depends on the payment method). That the return shipping fee will be refunded or not depends on the return reason(quality or non-quality issue).

Return & Exchange Conditions

  • Items returned without our authorization will not be accepted.
  • The time frame for return/exchange must not exceed 60 days from the time when the original order is received.
  • The item must be unassembled, unused, unwashed, unaltered, undamaged and with the original tags attached.
  • The item being returned must be in the original condition. Please retain the original package for returns. otherwise we reserve the right to reasonably refuse any return.
  • We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.

We are not liable for these issues:

  • Items are exposed to corrosive substances or chemicals.
  • Items are assembled/disassembled, used, washed, altered, damaged and without original tags attached.
  • Items are damaged by misuse, mishandling, poor maintenance or natural uncontrollable factors(heavy rain, snow, storm, hurricane etc.)
  • Items are lost during delivery after you yourselves call the shipping carrier to change the address for you without our authorization. 

EROMMY reserves the right to void refund or return that shows signs of modification, abuse or damage beyond "normal usage", as deemed

by our professionals.

Change Address

If you have left a wrong address or want to change it, please contact us to change it before shipping. Please understand that the address cannot be changed once it’s shipped.

  • Unshipped orders: Contact Us to change it before shipment.
  • Once your order is shipped, address correction fee(CAD21 per box) needs to be charged if you need to change the address.

EROMMY won't take responsibility for the lost packages caused by the wrong shipping addresses on the orders provided by the

customers.

Exchange Policy

We do not offer an exchange service for any products at this time. Because all items are oversized, inconvenient to exchange. Please make sure you’ve read all the important info (including size, color etc.) on product page before place any order. EROMMY provides 2 solutions if you bought the wrong item:

  • Provide a partial refund for you to keep the item. 
  • If you decide to return the item, please Contact Us to inquire about the return details. EROMMY customer service will help you.

Receive Wrong Item

Contact Us with the pictures of product, SKU on the box, barcode label & tracking number label on the box. We will offer you 2 options:

  • Keep the wrong item with a discounted price offered by our customer care team. Or request us to send you the correct item that you have ordered.
  • Send the wrong item back to exchange the correct item or request a full refund. After the item is delivered to UPS or FedEx, you can contact us for the replacement or the full refund if the return tracking number shows any further status of the shipment.

Receive Damaged Item

After receiving the products, if you find that they are damaged or have manufacturing defects, Contact Us immediately with pictures of the damaged item, the SKU, barcode label and tracking number label on boxes. Once the issue is confirmed, we will either send you a replacement, issue you partial or full refund depending on the damage status of the item.

Package Lost

When the shipping address provided by customers is correct

If you haven't got the item by the expected delivery date on tracking info. Please look around, and check with your neighbors or contact the shipping carrier first. After that, if the package still doesn’t show up, please Contact us with your order ID and tracking number, we would file a lost package claim against the shipping carrier to investigate it. It'll take a week or so to get the result from the shipping company. Great appreciation for your patiently waiting during that period, and we would take a reasonable measure to have it settled.

When the shipping address provided by customer is wrong

EROMMY won't take responsibility for the lost orders caused by customers who left wrong address on their orders. 

Price Adjustments

At EROMMY, we honour our promotions within seven days from the date of purchase. Subject to change without notice.