Refund policy

Return Policy

Hassle-free returns

Not completely happy with your order? We are sorry to hear that, but no worries: at Ergora, you have a 14-day cooling-off period. This gives you time to decide whether you are satisfied with the product.

How do returns work?

Please let us know within 14 days after receiving your order that you would like to return it. You can do this by emailing us at hoi@bylila.nl.

Once you have received return instructions from us, you have another 14 days to send the package back to our Dutch return address:

Tt. Vasumweg 32-C3
1033 SC Amsterdam
The Netherlands

Once we have received your return, we will refund the full purchase amount to your account within a maximum of 10 business days. In most cases, this will be sooner.

Returns in 3 steps

Step 1: Contact us
Send us an email at hoi@bylila.nl. Please include your order number and, optionally, the reason for your return.

Step 2: Send your package back
Send your return package with Track & Trace to the address provided. You are responsible for the return shipment as the sender, so please keep your proof of postage safe.

Step 3: Receive your refund
Once we have received the package, we will refund the full purchase amount within 5 business days.

Important to know:

The shipping costs for returning an item are at the customer’s own expense.

If you return your package more than 14 days after receiving our return instructions, we unfortunately cannot guarantee a full refund.

If your item arrived damaged, please contact us first. We will be happy to work with you to find a suitable solution.

If you would like to exchange an item, you can return it and place a new order.