Refund & Returns Policy
Effective date: 11 November 2025
Contact: [support@ethernastore.com]
Quick summary
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Return window: 30 days from delivery
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Condition: New/unused, all parts, original packaging
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Process: Get an RMA approval first → ship with our label → inspection → refund
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Refund timing: Up to 10 business days after approval (bank timelines may vary)
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Who pays return shipping: See “Return shipping costs” below
1) 30-Day Return Window
You have 30 days after receiving your item to request a return.
To be eligible, items must be:
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unused and in the same condition you received them,
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with all accessories and manuals,
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in the original packaging, and
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accompanied by a receipt or proof of purchase.
Items sent back without prior approval will not be accepted.
2) How to Start a Return (RMA)
Email [support@ethernastore.com] with:
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order number,
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reason for return,
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photos (if damaged/defective), and
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your preferred resolution (refund or exchange).
If your return is accepted, we’ll email you:
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an RMA number,
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a return shipping label (where applicable), and
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packing & drop-off instructions.
Return address:
[Company/Returns Dept]
[Street & number]
[City, State/Province, ZIP/Postal]
[Country]
3) Damages & Wrong Items
Please inspect your order on delivery. If it’s defective, damaged, or incorrect, contact us within 7 days of delivery with photos so we can make it right (replacement or refund after inspection).
4) Exceptions / Non-Returnable Items
For hygiene, safety, or regulatory reasons, we cannot accept returns of:
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Used mouthpieces/hoses or items that show signs of use,
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Consumables (if we sell any in the future) that are opened or partially used,
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Custom/personalized items,
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Final-sale/clearance items,
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Gift cards.
If we ever sell tobacco or perishable consumables, those are non-returnable once opened and may be subject to local restrictions.
5) Exchanges
Fastest route: return the item for a refund (once approved) and place a new order for what you want. If the item was defective/incorrect, we can process a direct exchange after inspection.
6) Pre-Orders & Backorders
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You may cancel a pre-order before shipment for a full refund.
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After shipment, standard return rules apply (30-day window; unused condition; original packaging).
7) Return Shipping Costs
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If the return is due to our error (defective/damaged/incorrect item), we cover return shipping.
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For all other returns (change of mind, wrong size/color ordered, etc.), return shipping may be deducted from your refund or charged at label issuance.
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Original shipping charges (if any) are non-refundable unless the return is due to our error.
8) Refunds
Once your return is received and inspected:
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We’ll email you to confirm approval or rejection.
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If approved, refunds are issued to your original payment method within up to 10 business days. Your bank or card issuer may need extra time to post the refund.
If more than 15 business days have passed since your approval email, please contact us at [support@ethernastore.com].
9) EU/UK Right of Withdrawal (Cooling-Off)
If your order ships to the European Union or the United Kingdom, you have the legal right to cancel within 14 days of delivery for any reason.
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You must return the item in unused condition with all original packaging.
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You’ll receive a refund of the product price and the standard outbound shipping cost (if charged), in line with applicable law.
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You are responsible for return shipping unless the item is defective/incorrect.
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This statutory right is independent of our 30-day policy.
10) Packaging & Condition Requirements
To avoid damage in transit:
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Repack with all accessories, manuals, and original inserts.
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Use a sturdy outer carton if the product box was used as the shipping box.
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Include your RMA number inside and outside the package.
Returns that arrive damaged or missing items may be partially refunded or rejected.
11) Refused/Undeliverable Packages
Packages refused at delivery or returned as undeliverable (wrong address, uncollected) may incur two-way shipping and processing fees deducted from the refund.
12) Warranty vs. Returns
Manufacturer warranty claims cover defects in materials/workmanship and may involve repair or replacement rather than a refund. See our Warranty Policy for coverage, duration, and claim steps.