Refund and Returns Policy

Refund & Returns Policy

How refunds, returns, and complaints are handled on Ermisway

Innotevia Limited, trading as Ermisway

Last updated: May 2026

This Refund & Returns Policy explains how refunds, returns, cancellations, and complaints are handled on the Ermisway marketplace. Please read it carefully before placing an order.

1. How the Marketplace Works

Ermisway is an online marketplace that allows independent vendors — small businesses and shops — to create their own store and sell products and services directly to customers. When you place an order on Ermisway, your contract is with the vendor, not with Ermisway.

Ermisway provides the platform, infrastructure, and payment processing environment. Ermisway does not manufacture, stock, ship, or fulfil any vendor’s products or services, and is not responsible for the vendor’s commercial, legal, or after-sales obligations.

Each vendor on Ermisway is required to set and publish their own refund, return, and cancellation policy as part of their store and product listings. You should review the vendor’s specific policy before completing a purchase.

2. Vendor Responsibility for Refunds and Returns

Each vendor is solely responsible for:

• setting a clear and lawful refund, return, and cancellation policy;
• making that policy available to customers before purchase;
• processing refunds, returns, exchanges, and cancellations in accordance with their policy and applicable law;
• responding to customer complaints and enquiries within a reasonable timeframe;
• complying with all mandatory consumer protection rights under EU, Cyprus, and Greek law.

Vendor refund and return policies must not reduce or exclude mandatory consumer rights under applicable law. Where a vendor’s policy conflicts with your mandatory legal rights, your legal rights take precedence.

3. Physical Goods — Your Rights

3.1 Right of withdrawal (distance selling)

If you are a consumer purchasing physical goods from a vendor based in the EU, you generally have the right to withdraw from the purchase within 14 days of receiving the goods, without giving any reason, under EU consumer law (Directive 2011/83/EU and applicable national law in Cyprus and Greece).

To exercise this right, you must notify the vendor clearly within the 14-day period. The vendor must refund you within 14 days of receiving the returned goods or evidence of return, whichever is earlier. Return shipping costs may be borne by the customer unless the vendor states otherwise or the goods are faulty.

Certain goods are exempt from the right of withdrawal, including:

• goods made to the customer’s specifications or clearly personalised;
• sealed goods that have been unsealed after delivery and are unsuitable for return for hygiene reasons;
• perishable goods;
• digital content supplied on a non-tangible medium once delivery has begun with your consent.
• other categories exempt under applicable law.

3.2 Faulty, damaged, or non-conforming goods

If goods you receive are faulty, damaged, not as described, or do not conform to the contract, you have additional rights under EU and applicable national consumer law, which may include repair, replacement, or a full or partial refund. These rights are against the vendor and are not affected by the vendor’s own return policy.

You should contact the vendor directly as soon as possible after discovering the issue, and in any event within the timeframes required by applicable law.

4. Services — Your Rights

4.1 Right of withdrawal for services

If you are a consumer purchasing a service from a vendor, you generally have the right to withdraw within 14 days of the date the contract is concluded, unless you have explicitly requested that the service begins within the withdrawal period and acknowledged that the right of withdrawal will be lost once the service is fully performed.

4.2 Services not performed or poorly performed

If a vendor fails to perform a service, performs it late, or performs it in a way that does not conform to what was agreed, you may be entitled to a remedy under applicable consumer protection law, including re-performance, a price reduction, or a refund. Your first step should be to contact the vendor directly.

5. How to Request a Refund or Return

Follow these steps if you need to request a refund, return, or cancellation:

6. If a Vendor Is Unresponsive

If you have made a genuine attempt to resolve the issue directly with the vendor and have not received a satisfactory response within a reasonable time, you have the following options:

6.1 Contact Ermisway

You may contact Ermisway at [email protected] to report the situation. Where a vendor appears to be unresponsive or in breach of their obligations, Ermisway may attempt to contact the vendor directly to remind them of their responsibilities and encourage resolution.

6.2 Open a dispute through Stripe

If you paid by card and your refund request is legitimate but has not been resolved by the vendor, you may be able to raise a dispute or chargeback through your card issuer or bank. Stripe, the payment provider used on Ermisway, operates a dispute process through which unresolved payment issues can be escalated. Contact your bank or card issuer directly to initiate this process.

Please note that dispute and chargeback processes are subject to your card issuer’s and Stripe’s own rules, timeframes, and eligibility requirements.

6.3 Your legal remedies

Nothing in this policy limits your rights under applicable EU, Cyprus, or Greek consumer protection law. If you believe a vendor has acted unlawfully or in serious breach of consumer rights, you may also contact the relevant consumer protection authority in your country.

7. Ermisway Platform Subscriptions (Vendors)

This section applies to vendors who pay for an Ermisway subscription plan.

Vendor subscription fees paid to Ermisway are non-refundable once incurred, unless required by applicable law. Cancelling a subscription stops future renewals but does not entitle the vendor to a refund for the current or any prior billing period, except where required by law.

For full details on vendor subscription terms, billing, and cancellation, please refer to the Vendor Agreement and the pricing page on ermisway.com.

8. Contact Us

If you have questions about this policy or need to report an issue with a vendor, please contact: