{"id":11,"date":"2026-05-01T14:56:24","date_gmt":"2026-05-01T11:56:24","guid":{"rendered":"http:\/\/projectname.work\/?page_id=11"},"modified":"2026-05-01T14:56:26","modified_gmt":"2026-05-01T11:56:26","slug":"refund_returns","status":"publish","type":"page","link":"https:\/\/ermisway.com\/el\/refund_returns\/","title":{"rendered":"Refund and Returns Policy"},"content":{"rendered":"<!DOCTYPE html>\n<html lang=\"en\">\n<head>\n<meta charset=\"UTF-8\">\n<style>\n  .ermisway-legal {\n    max-width: 860px;\n    margin: 0 auto;\n    font-family: Arial, sans-serif;\n    font-size: 15px;\n    line-height: 1.7;\n    color: #333333;\n  }\n  .ermisway-legal .doc-title {\n    font-size: 32px;\n    font-weight: 700;\n    color: #1A3C5E;\n    margin: 0 0 8px 0;\n    line-height: 1.2;\n  }\n  .ermisway-legal .doc-subtitle {\n    font-size: 17px;\n    color: #666666;\n    margin: 0 0 6px 0;\n  }\n  .ermisway-legal .doc-issuer {\n    font-size: 14px;\n    color: #666666;\n    font-style: italic;\n    margin: 0 0 36px 0;\n  }\n  .ermisway-legal .doc-updated {\n    font-size: 13px;\n    color: #888888;\n    margin: 0 0 32px 0;\n    padding: 10px 14px;\n    background: #F5F5F5;\n    border-left: 3px solid #1A3C5E;\n    display: inline-block;\n  }\n  .ermisway-legal .toc {\n    background: #F5F8FB;\n    border: 1px solid #D0DDE8;\n    border-radius: 4px;\n    padding: 20px 28px;\n    margin: 0 0 40px 0;\n  }\n  .ermisway-legal .toc h2 {\n    font-size: 14px;\n    font-weight: 700;\n    color: #1A3C5E;\n    text-transform: uppercase;\n    letter-spacing: 0.6px;\n    margin: 0 0 12px 0;\n    padding: 0;\n    border: none;\n  }\n  .ermisway-legal .toc ul {\n    margin: 0;\n    padding-left: 18px;\n    columns: 2;\n    column-gap: 32px;\n  }\n  .ermisway-legal .toc ul li {\n    margin-bottom: 5px;\n    font-size: 13px;\n    break-inside: avoid;\n  }\n  .ermisway-legal .toc ul li a {\n    color: #1A3C5E;\n    text-decoration: none;\n  }\n  .ermisway-legal .toc ul li a:hover {\n    text-decoration: underline;\n  }\n  .ermisway-legal h2 {\n    font-size: 18px;\n    font-weight: 700;\n    color: #1A3C5E;\n    margin: 40px 0 12px 0;\n    padding-bottom: 8px;\n    border-bottom: 2px solid #1A3C5E;\n  }\n  .ermisway-legal h3 {\n    font-size: 15px;\n    font-weight: 700;\n    color: #1A3C5E;\n    margin: 24px 0 8px 0;\n  }\n  .ermisway-legal p {\n    margin: 0 0 14px 0;\n  }\n  .ermisway-legal ul {\n    margin: 8px 0 16px 0;\n    padding-left: 24px;\n  }\n  .ermisway-legal ul li {\n    margin-bottom: 7px;\n  }\n  .ermisway-legal .info-table {\n    width: 100%;\n    border-collapse: collapse;\n    margin: 16px 0 24px 0;\n    font-size: 14px;\n  }\n  .ermisway-legal .info-table td {\n    border: 1px solid #CCCCCC;\n    padding: 10px 14px;\n    vertical-align: top;\n  }\n  .ermisway-legal .info-table td:first-child {\n    background: #E8EFF5;\n    font-weight: 700;\n    color: #1A3C5E;\n    width: 30%;\n    white-space: nowrap;\n  }\n  .ermisway-legal .info-table td:last-child {\n    background: #ffffff;\n  }\n  .ermisway-legal .notice-box {\n    background: #F5F8FB;\n    border-left: 4px solid #1A3C5E;\n    padding: 14px 18px;\n    margin: 20px 0;\n    font-size: 14px;\n    color: #444444;\n  }\n  .ermisway-legal .warning-box {\n    background: #FFFBEB;\n    border-left: 4px solid #D97706;\n    padding: 14px 18px;\n    margin: 20px 0;\n    font-size: 14px;\n    color: #444444;\n  }\n  .ermisway-legal .step-table {\n    width: 100%;\n    border-collapse: collapse;\n    margin: 16px 0 24px 0;\n    font-size: 14px;\n  }\n  .ermisway-legal .step-table td {\n    border: 1px solid #CCCCCC;\n    padding: 12px 16px;\n    vertical-align: top;\n  }\n  .ermisway-legal .step-table td:first-child {\n    background: #1A3C5E;\n    color: #ffffff;\n    font-weight: 700;\n    font-size: 18px;\n    text-align: center;\n    width: 52px;\n    white-space: nowrap;\n  }\n  .ermisway-legal .step-table td:last-child {\n    background: #ffffff;\n  }\n  .ermisway-legal .step-table tr:nth-child(even) td:last-child {\n    background: #F5F8FB;\n  }\n  .ermisway-legal .doc-footer {\n    margin-top: 40px;\n    padding-top: 16px;\n    border-top: 1px solid #CCCCCC;\n    font-size: 13px;\n    color: #888888;\n    font-style: italic;\n  }\n  @media (max-width: 600px) {\n    .ermisway-legal .toc ul { columns: 1; }\n    .ermisway-legal .info-table td:first-child { white-space: normal; }\n    .ermisway-legal .step-table td:first-child { font-size: 14px; width: 36px; }\n  }\n<\/style>\n<\/head>\n<body>\n<div class=\"ermisway-legal\">\n\n  <p class=\"doc-title\">Refund &amp; Returns Policy<\/p>\n  <p class=\"doc-subtitle\">How refunds, returns, and complaints are handled on Ermisway<\/p>\n  <p class=\"doc-issuer\">Innotevia Limited, trading as Ermisway<\/p>\n  <p class=\"doc-updated\">Last updated: May 2026<\/p>\n\n  <p>\n    This Refund &amp; Returns Policy explains how refunds, returns, cancellations, and complaints are handled\n    on the Ermisway marketplace. Please read it carefully before placing an order.\n  <\/p>\n\n  <div class=\"notice-box\">\n    <strong>Important:<\/strong> Ermisway is a marketplace platform. All sales are made directly between customers\n    and independent vendors. Ermisway is not the seller, supplier, or merchant of record for any vendor sale.\n    Responsibility for refunds, returns, cancellations, and after-sales support lies with the individual vendor\n    you purchased from.\n  <\/div>\n\n  <!-- TABLE OF CONTENTS -->\n  <div class=\"toc\">\n    <h2>Contents<\/h2>\n    <ul>\n      <li><a href=\"#how-it-works\">1. How the Marketplace Works<\/a><\/li>\n      <li><a href=\"#vendor-responsibility\">2. Vendor Responsibility for Refunds and Returns<\/a><\/li>\n      <li><a href=\"#physical-goods\">3. Physical Goods \u2014 Your Rights<\/a><\/li>\n      <li><a href=\"#services\">4. Services \u2014 Your Rights<\/a><\/li>\n      <li><a href=\"#how-to-request\">5. How to Request a Refund or Return<\/a><\/li>\n      <li><a href=\"#unresponsive-vendor\">6. If a Vendor Is Unresponsive<\/a><\/li>\n      <li><a href=\"#platform-subscription\">7. Ermisway Platform Subscriptions<\/a><\/li>\n      <li><a href=\"#contact\">8. Contact Us<\/a><\/li>\n    <\/ul>\n  <\/div>\n\n  <!-- 1 -->\n  <h2 id=\"how-it-works\">1. How the Marketplace Works<\/h2>\n  <p>\n    Ermisway is an online marketplace that allows independent vendors \u2014 small businesses and shops \u2014 to create\n    their own store and sell products and services directly to customers. When you place an order on Ermisway,\n    your contract is with the vendor, not with Ermisway.\n  <\/p>\n  <p>\n    Ermisway provides the platform, infrastructure, and payment processing environment. Ermisway does not\n    manufacture, stock, ship, or fulfil any vendor&#8217;s products or services, and is not responsible for the\n    vendor&#8217;s commercial, legal, or after-sales obligations.\n  <\/p>\n  <p>\n    Each vendor on Ermisway is required to set and publish their own refund, return, and cancellation policy\n    as part of their store and product listings. You should review the vendor&#8217;s specific policy before\n    completing a purchase.\n  <\/p>\n\n  <!-- 2 -->\n  <h2 id=\"vendor-responsibility\">2. Vendor Responsibility for Refunds and Returns<\/h2>\n  <p>\n    Each vendor is solely responsible for:\n  <\/p>\n  <ul>\n    <li>setting a clear and lawful refund, return, and cancellation policy;<\/li>\n    <li>making that policy available to customers before purchase;<\/li>\n    <li>processing refunds, returns, exchanges, and cancellations in accordance with their policy and applicable law;<\/li>\n    <li>responding to customer complaints and enquiries within a reasonable timeframe;<\/li>\n    <li>complying with all mandatory consumer protection rights under EU, Cyprus, and Greek law.<\/li>\n  <\/ul>\n  <p>\n    Vendor refund and return policies must not reduce or exclude mandatory consumer rights under applicable law.\n    Where a vendor&#8217;s policy conflicts with your mandatory legal rights, your legal rights take precedence.\n  <\/p>\n\n  <!-- 3 -->\n  <h2 id=\"physical-goods\">3. Physical Goods \u2014 Your Rights<\/h2>\n\n  <h3>3.1 Right of withdrawal (distance selling)<\/h3>\n  <p>\n    If you are a consumer purchasing physical goods from a vendor based in the EU, you generally have the right\n    to withdraw from the purchase within <strong>14 days<\/strong> of receiving the goods, without giving any reason,\n    under EU consumer law (Directive 2011\/83\/EU and applicable national law in Cyprus and Greece).\n  <\/p>\n  <p>\n    To exercise this right, you must notify the vendor clearly within the 14-day period. The vendor must refund\n    you within 14 days of receiving the returned goods or evidence of return, whichever is earlier. Return\n    shipping costs may be borne by the customer unless the vendor states otherwise or the goods are faulty.\n  <\/p>\n  <p>\n    Certain goods are exempt from the right of withdrawal, including:\n  <\/p>\n  <ul>\n    <li>goods made to the customer&#8217;s specifications or clearly personalised;<\/li>\n    <li>sealed goods that have been unsealed after delivery and are unsuitable for return for hygiene reasons;<\/li>\n    <li>perishable goods;<\/li>\n    <li>digital content supplied on a non-tangible medium once delivery has begun with your consent.<\/li>\n    <li>other categories exempt under applicable law.<\/li>\n  <\/ul>\n\n  <h3>3.2 Faulty, damaged, or non-conforming goods<\/h3>\n  <p>\n    If goods you receive are faulty, damaged, not as described, or do not conform to the contract, you have\n    additional rights under EU and applicable national consumer law, which may include repair, replacement,\n    or a full or partial refund. These rights are against the vendor and are not affected by the vendor&#8217;s\n    own return policy.\n  <\/p>\n  <p>\n    You should contact the vendor directly as soon as possible after discovering the issue, and in any event\n    within the timeframes required by applicable law.\n  <\/p>\n\n  <!-- 4 -->\n  <h2 id=\"services\">4. Services \u2014 Your Rights<\/h2>\n\n  <h3>4.1 Right of withdrawal for services<\/h3>\n  <p>\n    If you are a consumer purchasing a service from a vendor, you generally have the right to withdraw within\n    <strong>14 days<\/strong> of the date the contract is concluded, unless you have explicitly requested that\n    the service begins within the withdrawal period and acknowledged that the right of withdrawal will be lost\n    once the service is fully performed.\n  <\/p>\n\n  <h3>4.2 Services not performed or poorly performed<\/h3>\n  <p>\n    If a vendor fails to perform a service, performs it late, or performs it in a way that does not conform\n    to what was agreed, you may be entitled to a remedy under applicable consumer protection law, including\n    re-performance, a price reduction, or a refund. Your first step should be to contact the vendor directly.\n  <\/p>\n\n  <!-- 5 -->\n  <h2 id=\"how-to-request\">5. How to Request a Refund or Return<\/h2>\n  <p>\n    Follow these steps if you need to request a refund, return, or cancellation:\n  <\/p>\n\n  <table class=\"step-table\">\n    <tr>\n      <td>1<\/td>\n      <td>\n        <strong>Contact the vendor directly.<\/strong><br>\n        Use the messaging feature on Ermisway or the contact details provided in the vendor&#8217;s store. Explain the issue clearly and include your order reference, a description of the problem, and any supporting evidence such as photos.\n      <\/td>\n    <\/tr>\n    <tr>\n      <td>2<\/td>\n      <td>\n        <strong>Allow the vendor reasonable time to respond.<\/strong><br>\n        Vendors are required to respond to complaints within a reasonable timeframe. In most cases, allow at least 3\u20135 business days before escalating.\n      <\/td>\n    <\/tr>\n    <tr>\n      <td>3<\/td>\n      <td>\n        <strong>If the vendor agrees to a refund<\/strong>, the refund will be processed through Stripe, the payment provider used on Ermisway. Refund processing times depend on your bank or card issuer and may take up to 10 business days to appear in your account.\n      <\/td>\n    <\/tr>\n    <tr>\n      <td>4<\/td>\n      <td>\n        <strong>If the vendor does not respond or refuses a legitimate refund<\/strong>, see Section 6 below.\n      <\/td>\n    <\/tr>\n  <\/table>\n\n  <!-- 6 -->\n  <h2 id=\"unresponsive-vendor\">6. If a Vendor Is Unresponsive<\/h2>\n  <p>\n    If you have made a genuine attempt to resolve the issue directly with the vendor and have not received a\n    satisfactory response within a reasonable time, you have the following options:\n  <\/p>\n\n  <h3>6.1 Contact Ermisway<\/h3>\n  <p>\n    You may contact Ermisway at <a href=\"mailto:info@ermisway.com\">info@ermisway.com<\/a> to report the situation.\n    Where a vendor appears to be unresponsive or in breach of their obligations, Ermisway may attempt to contact\n    the vendor directly to remind them of their responsibilities and encourage resolution.\n  <\/p>\n\n  <div class=\"warning-box\">\n    <strong>Please note:<\/strong> Ermisway is not the seller and is not liable for the vendor&#8217;s failure to\n    refund, return, or fulfil their obligations. Ermisway&#8217;s involvement is limited to attempting contact with\n    the vendor and cannot guarantee any specific outcome. Ermisway cannot process refunds on the vendor&#8217;s behalf.\n  <\/div>\n\n  <h3>6.2 Open a dispute through Stripe<\/h3>\n  <p>\n    If you paid by card and your refund request is legitimate but has not been resolved by the vendor, you may\n    be able to raise a dispute or chargeback through your card issuer or bank. Stripe, the payment provider\n    used on Ermisway, operates a dispute process through which unresolved payment issues can be escalated.\n    Contact your bank or card issuer directly to initiate this process.\n  <\/p>\n  <p>\n    Please note that dispute and chargeback processes are subject to your card issuer&#8217;s and Stripe&#8217;s own rules,\n    timeframes, and eligibility requirements.\n  <\/p>\n\n  <h3>6.3 Your legal remedies<\/h3>\n  <p>\n    Nothing in this policy limits your rights under applicable EU, Cyprus, or Greek consumer protection law.\n    If you believe a vendor has acted unlawfully or in serious breach of consumer rights, you may also contact\n    the relevant consumer protection authority in your country.\n  <\/p>\n\n  <!-- 7 -->\n  <h2 id=\"platform-subscription\">7. Ermisway Platform Subscriptions (Vendors)<\/h2>\n  <p>\n    This section applies to vendors who pay for an Ermisway subscription plan.\n  <\/p>\n  <p>\n    Vendor subscription fees paid to Ermisway are non-refundable once incurred, unless required by applicable\n    law. Cancelling a subscription stops future renewals but does not entitle the vendor to a refund for the\n    current or any prior billing period, except where required by law.\n  <\/p>\n  <p>\n    For full details on vendor subscription terms, billing, and cancellation, please refer to the\n    <a href=\"\/el\/vendor-agreement\/\">Vendor Agreement<\/a> and the pricing page on ermisway.com.\n  <\/p>\n\n  <!-- 8 -->\n  <h2 id=\"contact\">8. Contact Us<\/h2>\n  <p>\n    If you have questions about this policy or need to report an issue with a vendor, please contact:\n  <\/p>\n  <table class=\"info-table\">\n    <tr><td>Company<\/td><td>Innotevia Limited, trading as Ermisway<\/td><\/tr>\n    <tr><td>Jurisdiction<\/td><td>Republic of Cyprus<\/td><\/tr>\n    <tr><td>E-mail<\/td><td><a href=\"mailto:info@ermisway.com\">info@ermisway.com<\/a><\/td><\/tr>\n  <\/table>\n\n  <div class=\"doc-footer\">\n    Last updated: May 2026 &nbsp;|&nbsp; This policy is governed by the laws of the Republic of Cyprus. &nbsp;|&nbsp; Innotevia Limited, trading as Ermisway.\n  <\/div>\n\n<\/div>\n<\/body>\n<\/html>","protected":false},"excerpt":{"rendered":"<p>Refund &amp; Returns Policy How refunds, returns, and complaints are handled on Ermisway Innotevia Limited, trading as Ermisway Last updated: May 2026 This Refund &amp; Returns Policy explains how refunds, returns, cancellations, and complaints are handled on the Ermisway marketplace. Please read it carefully before placing an order. Important: Ermisway is a marketplace platform. All&#8230;<\/p>","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"class_list":["post-11","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/ermisway.com\/el\/wp-json\/wp\/v2\/pages\/11","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ermisway.com\/el\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ermisway.com\/el\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ermisway.com\/el\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ermisway.com\/el\/wp-json\/wp\/v2\/comments?post=11"}],"version-history":[{"count":1,"href":"https:\/\/ermisway.com\/el\/wp-json\/wp\/v2\/pages\/11\/revisions"}],"predecessor-version":[{"id":4574,"href":"https:\/\/ermisway.com\/el\/wp-json\/wp\/v2\/pages\/11\/revisions\/4574"}],"wp:attachment":[{"href":"https:\/\/ermisway.com\/el\/wp-json\/wp\/v2\/media?parent=11"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}