Refund policy

At Érano, we are committed to providing a pleasant, safe, and transparent shopping experience. However, we understand that sometimes a product may not fully meet your expectations. For this reason, we offer a clear and fair return and refund policy.

1. Return Terms

You may request an exchange or a refund within 14 days of receiving your order.

To start the return process, please send an email to info@erano.be including the following information:

• Order number

• Full name

• Email address

• Reason for the request

• Preference for an exchange or refund

• Photos of the product (if applicable)

Once we receive your request, our support team will provide you with all necessary return instructions, including the return address.

2. Condition of Returned Products

Customers may inspect and try on a product to the extent reasonably necessary to determine its nature, characteristics and fit, in the same way as they would be able to do in a physical store.

Customers are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

We therefore recommend returning products unworn, unwashed and, where reasonably possible, with their original tags and packaging.

3. Right of Withdrawal

Consumers have the legal right to withdraw from their purchase within 14 calendar days after receiving the order, without having to provide a reason.

To exercise the right of withdrawal, the customer must inform Érano of the decision to withdraw within this 14-day period by means of a clear statement, for example by email to info@eranobelgium.com

After notifying Érano of the withdrawal, the customer must return the goods within 14 calendar days.

The statutory right of withdrawal applies regardless of whether the customer selected an incorrect size or changed their mind regarding the style, colour or fabric, except where a legal exception to the right of withdrawal applies.

4. Return Shipping Costs

The direct cost of returning a product following the exercise of the right of withdrawal is the responsibility of the customer, unless otherwise stated by Érano.

If a product is defective, damaged upon delivery, incorrect or otherwise non-conforming, the customer will not be required to bear return costs where this would conflict with their statutory rights.

Returns must be shipped using a trackable shipping service (Track & Trace).

After shipping your return, please send the tracking number to info@eranobelgium.com

We strongly recommend using a trackable shipping method and retaining proof of shipment until the return has been processed.

The customer is responsible for being able to demonstrate that the goods were returned where required.

5. Return Address

Please do not send returns to our registered office without prior instructions.

To initiate a return, customers must first contact Érano at info@eranobelgium.be

Once the return request has been registered, Érano will provide the applicable return instructions and return address.

Unauthorised returns sent to an incorrect address may result in delays in processing.

6. Where Our Products Are Shipped From

Our products are shipped directly from our international logistics centre.

This allows us to offer a wider product selection, exclusive collections, and competitive pricing while serving customers throughout Europe without compromising on quality.

7. Alternative Solutions

We understand that international return shipping can sometimes be expensive.

For this reason, our customer support team may offer alternative solutions in certain situations without requiring the product to be returned physically.

Please contact us, and we will work with you to find the most suitable solution.

8. Exchanges

You may request an exchange for another size or model.

Once your returned item has been received and inspected, we will ship the replacement product as quickly as possible.

9. Refunds Following Withdrawal

If the customer validly exercises the statutory right of withdrawal, Érano will reimburse all payments received from the customer for the returned goods, including the cost of the least expensive standard delivery method offered by Érano, where applicable.

The reimbursement will be made without undue delay and no later than 14 calendar days after Érano has been informed of the customer's decision to withdraw.

Érano may withhold reimbursement until the returned goods have been received or until the customer provides evidence that the goods have been sent back, whichever occurs first.

Refunds will be issued using the same payment method used for the original transaction unless expressly agreed otherwise.

10. Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract.

To: Érano 
Klein Veerle 64a
info@eranobelgium.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Order number:
Signature of consumer(s) (only if this form is submitted on paper):
Date:

Thank You for Your Trust

At Érano, our goal is to provide clear, accessible, and customer-friendly service.

If you have any questions, our support team is always happy to assist you.

Érano