Refund policy

Last updated: 10 September 2026

1. FREE RETURNS WITHIN 30 DAYS

ERVERTE offers free returns for eligible products delivered to any country we serve.

You have 30 calendar days from delivery to request a return under our voluntary return policy.

This policy is additional to your statutory rights. It does not replace or restrict any mandatory right of withdrawal, cancellation, refund, repair, replacement or other remedy under applicable law.

The conditions for statutory withdrawal and voluntary returns are explained separately below.

2. HOW TO REQUEST A RETURN

Through your customer account

Where the return option is available, you can submit a request through our online customer account:

1. Go to your customer account.

2. Enter the email address used for your order and click “Continue”.

3. Open the verification email and enter the six-digit code to sign in. No password is required.

4. Open the relevant order and select “Request return” or “Return items”.

5. Select the products and quantities you wish to return, complete the displayed fields and submit your request.

Button labels may vary depending on your language and the account interface.

You will receive an email confirming submission. We will review your request and provide the applicable return instructions and a prepaid shipping label or an alternative prepaid return arrangement.

By email

You can also request a return by emailing contact@erverte.com. Please include your order number, if available, and identify the products you wish to return.

If the online return option is unavailable, an item is shown as ineligible or you cannot access your account, please contact us by email. Technical restrictions do not determine or limit your statutory rights.

Statutory withdrawal

You may use the dedicated withdrawal link available in the Website footer, where applicable.

Any unambiguous statement communicating your decision to exercise a statutory right of withdrawal is sufficient. Prior approval from ERVERTE is not required, and you do not have to give a reason.

If the account return form requests a reason, you may instead use the dedicated withdrawal functionality or notify us by email without providing one.

You may also use the model withdrawal form in our General Terms and Conditions of Sale, but this is not compulsory.

Our administrative review of a request does not extend statutory deadlines or make the exercise of a statutory right subject to approval.

3. RETURN ADDRESS AND SHIPPING ARRANGEMENTS

Please contact us before paying for return postage so that we can arrange our free return service. This does not make prior approval a condition of statutory withdrawal.

Unless we provide different instructions, send returns to:

ERVERTE SAS
220 Avenue de la Californie
06200 Nice
France

This is our return address, not our registered office.

We will provide a prepaid return label where available. If a label cannot be issued for your location, we will arrange an alternative return solution at our expense.

If we agree that you should pay return postage yourself, we will confirm the arrangement and reimburse the agreed reasonable cost. Any mandatory right to reimbursement of return costs remains unaffected.

Please package products securely to protect them during transport and retain proof of dispatch.

4. STATUTORY RIGHT OF WITHDRAWAL

For consumers covered by applicable European Union or United Kingdom distance-selling rules, the statutory withdrawal period is generally 14 calendar days from receipt of the products.

You must communicate your decision to withdraw before the applicable period expires. You do not need to give a reason.

Where products from the same order are delivered separately, the applicable statutory rules determine the starting date.

After notifying us, you must send the products back without undue delay and within 14 calendar days, unless we arrange collection or applicable law provides otherwise.

You may inspect and try on a product as you reasonably would in a shop to establish its nature, characteristics and functioning.

Opening packaging or removing a tag does not automatically remove your statutory right of withdrawal. Where permitted by law, you may be responsible for diminished value resulting from handling beyond what is necessary to inspect the product.

Consumers in other countries retain any withdrawal or cancellation rights provided by applicable local law. Any longer statutory period or more favourable mandatory protection prevails over this policy.

5. OUR VOLUNTARY 30-DAY RETURN POLICY

Whether or not a statutory change-of-mind right applies in your country, you may request a return under ERVERTE’s voluntary policy within 30 calendar days from delivery.

Products returned solely under this voluntary policy must be:

• unworn, unused and unwashed, apart from careful trying on;

• complete and in their original condition;

• accompanied by their original attached tags; and

• accompanied by reasonable proof of purchase, such as an order confirmation or receipt.

Please use the original packaging where reasonably possible. Suitable alternative protective packaging is also accepted.

After we send the return instructions, please dispatch the products within 14 calendar days. Your initial request must have been submitted within the 30-day period.

Discounted and sale products are eligible under the same conditions as full-price products.

These voluntary conditions do not restrict statutory withdrawal or remedies for defective or non-conforming products.

6. RETURN COSTS

ERVERTE covers return shipping costs for eligible returns from every country we serve, including returns under our voluntary policy and applicable statutory withdrawal.

We do not charge restocking fees or refund processing fees.

Necessary return costs for faulty, damaged, non-conforming or incorrectly supplied products are also covered by ERVERTE in accordance with applicable law.

Please follow the return arrangements described in Section 3 so that we can provide a prepaid service or agree an appropriate alternative.

7. EXCEPTIONS

Products made to your specifications or clearly personalised are excluded from our voluntary change-of-mind return policy. They may also be excluded from statutory withdrawal where the conditions of the applicable legal exception are met.

Gift cards are excluded from our voluntary return policy. Any statutory cancellation, refund or redemption rights remain unaffected.

Any statutory exclusion will only be applied where legally permitted and where any required pre-purchase information has been provided.

Sale or promotional pricing does not, by itself, remove statutory rights or eligibility under our voluntary return policy.

No exception in this section removes mandatory rights concerning faulty, damaged, incorrectly supplied or non-conforming products.

8. FAULTY, DAMAGED OR INCORRECT PRODUCTS

If a product arrives damaged, is defective, is incomplete or does not match your order, contact contact@erverte.com as soon as reasonably possible.

Please identify the order and describe the issue. Photographs may help us assess the problem, but we will consider other appropriate evidence where photographs are unavailable or insufficient.

You do not have to report a defect within 48 hours to retain your statutory rights. Any applicable legal notification requirements or time limits remain unaffected.

Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a price reduction, a refund or other remedies.

The 30-day voluntary return period does not limit these rights. Statutory remedies may remain available for longer, and their duration is determined by applicable law.

Original packaging and attached tags are not required as a general condition for exercising rights relating to defective or non-conforming products.

For consumers in Australia, nothing in this policy excludes, restricts or modifies the consumer guarantees and remedies that cannot be excluded under the Australian Consumer Law, including rights concerning major failures and compensation for reasonably foreseeable loss or damage.

Consumers in all other countries retain their mandatory local rights and remedies.

9. REFUNDS FOLLOWING STATUTORY WITHDRAWAL

Where statutory withdrawal is validly exercised, we will reimburse the payments received for the withdrawn contract, including any standard outbound delivery charges that must be refunded under applicable law.

If you selected a more expensive delivery option, we are not required to reimburse the additional cost above standard delivery unless applicable law requires otherwise.

We will issue the refund without undue delay and within 14 calendar days after being informed of your decision to withdraw, subject to any shorter mandatory deadline.

For goods, unless we have offered to collect them, we may withhold reimbursement until we receive the products or evidence that you have sent them back, whichever occurs first, only where permitted by law.

Refunds are made using the original payment method unless you expressly agree to another lawful method. You will not be charged a refund processing fee or required to accept store credit instead of a monetary refund to which you are entitled.

10. REFUNDS UNDER OUR VOLUNTARY RETURN POLICY

For eligible returns made solely under our voluntary 30-day policy, we will refund the price paid for the returned products within 14 calendar days of receiving them.

Optional express or premium outbound delivery charges are not refundable under this voluntary policy unless otherwise agreed. This does not affect any statutory entitlement to reimbursement.

If we believe a return does not meet the voluntary conditions, we will explain the reasons and discuss the available options with you. This assessment does not affect statutory rights.

Refunds are made using the original payment method unless you expressly agree otherwise. No restocking or refund processing fee applies.

Your bank or payment provider may require additional time to display a refund after we issue it. This does not extend our obligation to initiate the refund within the applicable deadline.

11. REFUNDS AND OTHER REMEDIES FOR DEFECTIVE PRODUCTS

Refunds, repairs, replacements and other remedies for defective or non-conforming products are handled within the periods and under the conditions required by applicable law.

The voluntary return conditions and deadlines do not override those requirements.

Where a monetary refund is legally due, we will not require you to accept an exchange or store credit instead.

12. EXCHANGES

To request a different size, colour or product, contact contact@erverte.com.

We will explain the available options based on stock availability. A voluntary exchange may be handled by returning the original product for a refund and placing a separate order.

This procedure does not restrict any statutory right to replacement of a defective or non-conforming product.

13. INTERNATIONAL RETURNS AND CUSTOMS

For returns crossing a customs border, please follow the documentation and shipping instructions we provide so that the parcel can be identified as returned merchandise.

If import taxes or duties were paid directly to a customs authority or carrier, reimbursement may need to be requested from that authority or carrier. We will provide reasonable supporting documentation where available.

This does not affect any amount ERVERTE is legally required to reimburse or any return costs we have agreed to cover.

14. YOUR STATUTORY RIGHTS

This policy must be read together with our General Terms and Conditions of Sale.

Mandatory consumer law always prevails. This policy and our General Terms and Conditions of Sale must be read together. Nothing in either document limits any more favourable return or refund commitment expressly offered by ERVERTE to the customer when the order was placed.

The choice of French law does not deprive consumers of mandatory protections under the law that would otherwise apply.

Requesting a return, closing an account or using our customer service process does not waive statutory remedies. Consumers remain free to contact competent consumer protection authorities or pursue any dispute resolution procedure or court remedy available under applicable law.

15. CONTACT

For any return, withdrawal or refund question:

Email: contact@erverte.com
Telephone: +33 6 14 05 81 12

Return address:
ERVERTE SAS
220 Avenue de la Californie
06200 Nice
France

Registered office:
ERVERTE SAS
58 Rue de Monceau
CS 48756
75380 Paris Cedex 08
France