Refunds & returns

This page sets out the return window, eligibility, procedure, and refund timing for purchases from NYCERA8. Several U.S. states require retailers to disclose their return policy at the point of sale (e.g. New York Gen. Bus. Law § 218-a, California Civ. Code § 1723); this is our written disclosure. The rights below are in addition to — not in place of — your rights under the federal magnuson-moss warranty act, state warranty law, and any manufacturer warranty that accompanies the product.

1. Return window

You may return most items within 14 days of the delivery date for a refund or exchange. To be eligible, items must be unused, in the same condition that you received them, and in the original packaging.

2. How to return

1. Email us at [email protected] with your order number and a list of the items you want to return.
2. We will reply with a return authorisation number and the return address. Please do not ship items back without contacting us first; unauthorised returns may be refused or delayed.
3. Pack the items securely (in the original packaging where possible), include a copy of the packing slip or order confirmation, and ship with a trackable carrier.
4. Send the package within 14 days of receiving the return authorisation.

Until the goods reach us, they are your responsibility — we strongly recommend a trackable, insured shipping method.

3. Return shipping cost

You are responsible for the cost of return shipping, unless: (a) the item arrived damaged, defective, or differed from what you ordered (in which case we cover the return shipping — see Section 5), or (b) we expressly offer free returns for your order or a specific promotion. Original shipping charges are not refundable.

4. Refund processing

Once we receive and inspect the returned items, we will email you to let you know whether the refund is approved or rejected and any deductions for diminished value. Approved refunds are issued to your original payment method within 7 business days of inspection. Depending on your card issuer or bank, it may take an additional 5–10 business days for the refund to appear on your statement.

5. Damaged, defective or incorrect items

If an item arrives damaged, is defective, or is not what you ordered, contact us within 7 days of delivery at [email protected] with photos showing the issue. We will arrange a free return-shipping label and, at your choice, send a replacement, a free repair, or a full refund (including original shipping). Where the product is covered by a manufacturer warranty, that warranty applies in addition to these terms.

6. Exchanges

The fastest way to get the item you want is to return the original (per the procedure above) and place a new order for the replacement. If you would like us to ship an exchange before receiving the original back, contact us and we will hold a card authorisation for the new item which is released when the original arrives.

7. Non-returnable items

The following items are generally NOT eligible for return:

• Custom-made, personalised or made-to-order items.
• Sealed health, personal-care or intimate items whose seal has been broken.
• Perishable goods (food, flowers, etc.).
• Digital products once download or access has started, unless required by applicable state law.
• Gift cards.
• Final-sale items clearly marked as such at the time of purchase.

Statutory consumer rights — including those under state implied-warranty laws — are not waived by this list.

8. Late or missing refunds

If you have not received your refund within the timelines above, first check with your bank or card issuer — refunds can take a few business days to post. Then contact us at [email protected] and we will follow up.

9. Contact

[email protected].

Last updated: 2026-08-28