Terms of sale

GENERAL TERMS AND CONDITIONS OF SALE – EROYA

These General Terms and Conditions of Sale (“Terms”) govern all sales made on the EROYA website.

1. Purpose

The EROYA website offers the sale of natural hair extensions intended for aesthetic use only.

2. Products

The products offered are described as accurately as possible.

Product photos are non-contractual. Slight color variations may occur depending on lighting conditions and screen settings.

3. Prices

Prices are displayed in euros (€) and U.S. dollars ($), all taxes included.

EROYA reserves the right to modify its prices at any time. Price changes will not affect orders that have already been confirmed.

4. Orders

Any order placed on the EROYA website constitutes acceptance of these Terms.

5. Payment

Payment is due immediately upon ordering.

Payments are secured through the payment solutions available on the website (credit/debit card, PayPal, Klarna).

6. Shipping

EROYA commits to dispatch orders within a maximum of 24 hours after payment confirmation, excluding Saturdays, Sundays, public holidays, and announced closure periods.

Closure periods will be communicated via the website announcement bar, product pages, and order confirmation emails.

Estimated delivery times range from 2 to 4 business days, depending on the destination.

EROYA cannot be held responsible for delivery delays caused by the carrier.

7. Right of Withdrawal

In-stock hair extensions that are not customized and not made-to-order are eligible for the right of withdrawal in accordance with applicable law.

The customer has 14 days from receipt of the order to exercise the right of withdrawal, without providing any reason.

Returned products must be:

  • unworn

  • unused

  • in their original condition

  • carefully packaged for return

Any product that does not meet these conditions may be refused.

8. Refunds

In the event of an approved withdrawal:

  • the price of the hair extensions will be refunded

  • standard outbound shipping fees will also be refunded, even if they were offered at the time of purchase

Refunds will be issued after receipt and inspection of the returned products.

9. Return Shipping Costs

Return shipping costs are entirely the responsibility of the customer.

Returns must be sent either:

  • to the address indicated on the original package, or

  • to the return address provided by our customer service after a withdrawal request

Returns are processed at our workshop / warehouse located abroad (Guangzhou).

Return shipping costs may therefore be higher than domestic returns.

No prepaid return label is provided.

10. Returns and Refund Conditions

Returns are accepted only for products that are:

  • unused

  • unworn

  • in their original packaging

Refunds will be processed within a maximum of 14 days after receipt and verification of the returned product.

11. Custom-Made Extensions – Personalized Products (Non-Refundable)

Custom-made and personalized hair extensions (including but not limited to length, color, density, attachment type, finish, or any other customer-requested specification), and/or products made to order, are not eligible for the right of withdrawal.

In accordance with Article L221-28 of the French Consumer Code, no refund, exchange, or store credit will be granted once production has started.

By confirming the order, the customer acknowledges:

  • that the product is personalized and made specifically for them

  • that they expressly waive their right of withdrawal

  • that no cancellation will be possible after order confirmation

12. Customs Duties and Import Taxes

Some international orders may be subject to customs duties or import taxes, depending on the destination country and local authorities.

These fees:

  • are beyond our control

  • may be requested by the carrier or customs authorities

  • remain entirely the responsibility of the customer

Some customers may be charged, others may not.

No refund will be issued if the customer refuses to pay customs or import fees.

13. Important

By placing an order on our website, the customer acknowledges having read and accepted:

  • these Terms and Conditions of Sale

  • the refund policy

  • the conditions related to personalized products

  • any applicable customs duties or import fees

14. Liability

EROYA cannot be held responsible for improper use of the products.

15. Personal Data

Personal data is processed in accordance with the website’s Privacy Policy.

16. Governing Law

These Terms and Conditions are governed by the applicable law of the country in which the store operates.