Refund policy
At ErgoVella, your satisfaction is important to us. We want you to feel confident when purchasing ergonomic comfort products from our store.
If your purchase does not meet your expectations, we offer a 30-day free return and refund policy for eligible products.
Please review the following terms to understand how our return and refund process works.
1. 30-Day Return Window
Customers may request a return within 30 calendar days of receiving their order.
To qualify for a return:
The return request must be submitted within 30 days of confirmed delivery.
The item must be returned with all included accessories and components.
The product must not have been intentionally damaged, substantially altered, or misused.
Proof of purchase, such as an order number or order confirmation email, must be provided.
Products may be inspected and reasonably tried to determine their suitability. Normal inspection or reasonable use does not automatically disqualify an item from return.
2. Free Returns
ErgoVella provides free returns for eligible orders within the 30-day return period.
Customers are not responsible for standard return shipping charges when following our authorized return procedure.
If a return shipment is required, our support team will provide a prepaid shipping label or another no-cost return arrangement appropriate to the customer's location.
Please do not send items to our business address without receiving return instructions.
3. How to Request a Return
To initiate a return, follow these steps:
Step 1: Contact Customer Support
Email support@ErgoVella.space with the subject line "Return Request – Order Number."
Step 2: Provide Order Information
Include your order number, the item you wish to return, and a brief explanation of your request.
Step 3: Receive Return Instructions
Our customer service team will review your request and provide the appropriate return instructions.
Step 4: Return Your Product
If physical return is required, package the product securely and use the provided return method.
Step 5: Receive Your Refund
Once the return is received and reviewed, or once an alternative return resolution has been approved, we will process the applicable refund.
4. Refund Eligibility
Eligible returns are entitled to a refund of the original product purchase price.
Because ErgoVella offers free standard worldwide shipping, no standard outbound shipping charge is deducted from the refund.
Approved refunds are issued to the original payment method unless otherwise required by applicable law or agreed with the customer.
We do not charge restocking fees for eligible returns.
5. Refund Processing Time
After your returned item is received and inspected, we aim to process approved refunds within 5–10 business days.
Depending on your payment provider or financial institution, additional time may be required for the funds to appear in your account.
If your refund has not appeared after the expected processing period, please contact our support team.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible.
Email support@ErgoVella.space and include:
Your order number.
A description of the issue.
Clear photographs, if available and reasonably necessary to assess the problem.
We will review the situation and offer an appropriate resolution, which may include a replacement, refund, or another remedy.
Customers will not be responsible for return shipping costs resulting from our error or a defective product.
Nothing in this policy limits rights or remedies provided by applicable consumer protection laws.
7. Exchanges
If you would like a different product, size, or variation, please contact our support team.
Depending on product availability and your circumstances, we may arrange an exchange or recommend returning the original item and placing a new order.
Any approved exchange-related return shipping will be free within the eligible return period.
8. Order Cancellations
If you need to cancel an order, contact us promptly at support@ErgoVella.space.
We will attempt to cancel the order before shipment.
If the order has already been dispatched, you may request a return after delivery under our 30-day return policy.
9. Non-Returnable Circumstances
We may decline a voluntary return request if:
The request is submitted after the 30-day return period, unless applicable law requires otherwise.
The product has been intentionally damaged or substantially altered.
The item is missing essential components due to customer misuse.
The purchase cannot reasonably be verified.
These limitations do not override statutory rights relating to defective, misdescribed, or nonconforming goods.
10. International Returns
Our 30-day free return policy applies to eligible customers worldwide.
Return arrangements may differ depending on the destination country.
Our support team will provide instructions and cover the standard authorized return shipping costs.
Customers should not arrange paid international returns independently without prior authorization.
11. Contact Information
For returns, refunds, exchanges, or cancellation assistance, please contact:
ErgoVella Customer Support
Email: support@ErgoVella.space
Phone: +1 (414) 313-6634
Website: https://ErgoVella.space
Business Address: 44729 Fairway Estates Pl, El Macero, CA, United States
Our Promise: We are committed to making eligible returns straightforward, transparent, and free of unnecessary charges.