Refund policy

Last Updated: June 30, 2026

At Eteray, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are here to help. This Return & Refund Policy explains our return eligibility, return process, refund timeline, return shipping responsibilities, and other important information regarding returns and refunds.

This policy applies to all purchases made through www.eteray.com.

1. 30-Day Return Policy

We offer a 30-day return policy.

You may request a return within 30 days after your order has been delivered.

To be eligible for a return, your item must:

  • Be unworn, unused, and in the same condition as received.

  • Have all original tags attached.

  • Be returned in its original packaging whenever possible.

  • Be accompanied by proof of purchase, such as your order number or order confirmation.

Items that do not meet these eligibility requirements may not qualify for a refund.

2. How to Start a Return

To request a return, please contact us at hello@eteray.com within 30 days of delivery.

Please include:

  • Your order number

  • The email address used to place the order

  • The reason for your return

Once your request has been received, our Customer Support team will provide return instructions and, where applicable, a return authorization.

Please do not send any item back without first contacting us, as this may delay the processing of your return.

3. Return Method

Returns are accepted by mail only.

We recommend using a shipping service that provides tracking information. Please keep your tracking number until your return has been received and your refund has been completed.

4. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Customer Responsibility

The customer is responsible for return shipping costs when returning an item due to:

  • Change of mind

  • Ordering the wrong size

  • Ordering the wrong color

  • Personal preference

  • No longer wanting the item

Eteray Responsibility

If the item is confirmed to be defective, damaged during delivery, or incorrect due to our error, Eteray will cover the reasonable cost of return shipping or provide a prepaid return label, where available.

5. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible, preferably within 48 hours after delivery.

Please include:

  • Your order number

  • Clear photos of the product

  • Photos of the packaging

  • Photos showing the issue

After reviewing the information provided, if the product is confirmed to be defective, damaged during delivery, or incorrect due to our error, we will provide either:

  • A replacement at no additional cost; or

  • A full refund to your original payment method.

6. Non-Returnable Items

The following items are not eligible for return unless required by applicable law:

  • Final Sale items clearly marked as non-returnable

  • Personalized or custom-made products

  • Items that have been worn, washed, used, altered, or damaged after delivery

  • Items returned without original tags where applicable

If you are unsure whether an item is eligible for return, please contact us before placing your order.

7. Exchanges

We currently do not offer direct exchanges.

If you would like a different size, color, or style, please return the eligible item in accordance with this policy. Once your return has been received and processed, you may place a new order for your preferred item.

If you received a defective, damaged, or incorrect item, please contact our Customer Support team so we can arrange a replacement or refund.

8. Refunds

Once we receive and inspect your returned item, we will process your refund provided that the returned item meets the return eligibility requirements described in this policy.

Approved refunds will be issued to your original payment method within 3–7 business days after the inspection has been completed.

Please note that your bank, credit card company, or payment provider may require additional processing time before the refund appears in your account.

If the returned item does not meet the eligibility requirements described in this policy, such as being used, damaged after delivery, missing required components, or returned outside the eligible return period, we may be unable to issue a refund.

9. Original Shipping Charges

Original shipping charges are generally non-refundable, unless the return is the result of our error, including:

  • An incorrect item shipped by Eteray

  • A defective product

  • A product damaged during delivery

10. Restocking Fee

Eteray does not charge any restocking fee for eligible returns.

11. Return Address

Please do not return products without first contacting us for return instructions.

Returns should be sent only to the address provided by our Customer Support team or the return address below, where applicable.

Return Address

Eteray

450 N End Ave

New York, NY 10282

United States

Please include your order number or return authorization information inside the package to help us identify and process your return efficiently.

12. Contact Us

If you have any questions regarding returns, refunds, damaged items, or exchanges, please contact us.

Brand Name

Eteray

Website

www.eteray.com

Email

hello@eteray.com

Phone

+1 912-256-9092

Business Address

450 N End Ave

New York, NY 10282

United States

Customer Support Hours

Monday – Saturday: 9:00 AM – 6:00 PM CT

Sunday: Closed

We aim to respond to customer inquiries within 24–48 business hours.