Refund policy
Era Tua is dedicated to providing you with the best customer experience possible. Only products purchased on EraTuaUs.com online may be returned for a refund.
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility for Returns
To be eligible for a return, your shampoo or conditioner must be in its original condition; unopened, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
How to Start a Return
To initiate a return, please contact us at support@eratuaus.com or call us at 737-377-4082. We will issue a return authorization number required for returns.
Returns should be sent to the following address:
Brand Supply House / Era Tua Returns
12856 N Hwy 183
Ste B PMB 2099
Austin, TX 78750
If your return is accepted, we’ll provide you with a return shipping label and detailed instructions on how and where to send your package.
Please note that items sent back to us without first requesting a return authorization number will not be accepted.
For any questions about returns, feel free to reach out to us at support@eratuaus.com or call 737-377-4082.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if your shampoo or conditioner is defective, damaged, or if you received the wrong item. We’ll evaluate the issue and work to make it right.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Opened or used shampoo and conditioner.
- Custom or personalized products.
- Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get the product you want is to return the item you have. Once your return is accepted, you can make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your shampoo or conditioner must be unopened, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
Once we’ve received and inspected your return, we’ll notify you if the refund is approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at support@eratuaus.com or call 737-377-4082.