Return and Refund Policy
Return Eligibility
Our ergonomic cushions and back supports are final sale, except for items that arrive damaged, defective, or incorrect. For those cases, you must contact us first so we can review your request before anything is sent back.
| Item type | Policy | Timeframe |
|---|---|---|
| Ergonomic cushions and back supports, unused | Final sale. No refunds for change of mind, wrong size or fit, or a change of chair | Not returnable |
| Used, washed, or altered cushions and back supports | Final sale | Not returnable |
| Damaged, defective, or incorrect items | Eligible for a refund or a store voucher, after we review your request | Contact us within 7 days of delivery |
| Lost packages | Handled under our Shipping Policy | See Shipping Policy |
| Orders cancelled after shipment | Final sale | Not returnable |
Return Conditions
To qualify for a return, your cushion or back support must be:
- Unused and in its original condition
- Returned in its original packaging
- Free from damage, stains, odors, or any signs of wear
- Accompanied by proof of purchase, such as your order number or confirmation email
- Approved by our customer care team before it is sent back
Items Not Eligible for Return
- Items that have been used, washed, altered, or show signs of wear
- Items damaged by misuse, accidents, pets, or normal wear
- Items returned without proof of purchase or without approval from our customer care team
- Items refused at delivery, or returned to us because the package was not picked up
- Items sent to an address entered incorrectly by the customer
Damaged, Defective, or Incorrect Items
Please contact us before sending any item back. Do not return the product until our customer care team has reviewed your request and confirmed the return.
Contact us within 7 days of delivery through our Contact page and include:
- Your order number and the name and email used at checkout
- A description of the problem
- Clear photos of the outer package and the product
- A short video showing the defect or damage
We may ask for additional photos or information to help us review your request.
Once your request is reviewed, we will offer you a refund or a store voucher. If you received the wrong item, we will send the correct item at no cost.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to a damaged, defective, or incorrect item.
We recommend using a trackable shipping service when sending your return. ERGELYA is not responsible for return packages that are lost, delayed, or damaged in transit.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow several business days for your bank or payment provider to process the refund.
Because our shipping is free, there are no shipping fees to refund.
Late, Used, or Unauthorized Returns
Returns sent without approval, or returned in used, worn, damaged, or incomplete condition, may be declined or refused.
Order Cancellations
We begin processing orders as quickly as possible. If you need to cancel your order, please contact us within 12 hours of purchase through our Contact page.
After this period, we may not be able to cancel your order if it has already entered processing or has shipped.
How to Start a Return
Go to our Contact page and send us your order number, the reason for your request, and the photos and video described above. Our customer care team will reply with the next steps. Returns sent without approval will not be accepted.
