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At Ergolea, we distinguish between:
the statutory right of withdrawal within 14 days of receiving your order;
our voluntary 90-Day Functional Defect Service for verifiable product-related issues; and
your statutory rights in the event of defective, damaged, incomplete or incorrectly delivered goods.
Please read the sections below carefully to understand which process applies to your situation.
Ergolea products are handled through selected international logistics partners. Depending on stock availability, warehouse capacity and shipping routes, orders may be dispatched from different logistics locations.
Standard returns are processed through our designated international return warehouse:
No. 30, Shaotang Road
Huishan District
Wuxi City
Jiangsu Province
China
The physical return process, including international transport, warehouse receipt and processing, may take approximately 3–5 weeks depending on the shipping provider, shipping route and customs or warehouse handling.
To ensure that returns, complaints and service cases can be correctly assigned and processed, please contact us before sending any item back.
To register your case correctly and avoid unnecessary follow-up questions, we ask customers to complete our Return, Complaint & Service Form before sending a return where possible.
The form helps us record:
your order number;
the affected product;
the reason for your request;
the condition of the product;
whether the product was used, tried on or unused;
missing components or delivery issues;
photos or videos where relevant; and
your preferred solution.
After reviewing the information provided, we will inform you about the next steps and, where applicable, provide the return instructions and the address of the responsible international return warehouse.
For technical issues, visible damage, stains, missing components, incorrect deliveries or suspected defects, we may request suitable photos and, where useful, a short video. This allows us to assess whether a replacement, reshipment, repair assessment, refund or another appropriate solution is available.
The form is intended to support faster case processing. You may also contact us directly by email regarding your request.
Support email: support@ergolea.de
You have the right to withdraw from this contract within fourteen (14) days without giving any reason.
The withdrawal period is fourteen (14) days from the day on which you, or a third party named by you who is not the carrier, took possession of the goods.
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear statement, for example by email or letter.
Please send your withdrawal declaration to:
PURPLE ARIES LIMITED
Registration No.: 80464591
FLAT 2304, 23/F, HO KING COMM CENTRE
2–16 FA YUEN STREET
MONG KOK
HONG KONG
Email: support@ergolea.de
You may use the model withdrawal form below, but this is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period expires.
After we receive your request, we will register the case and provide the relevant return instructions.
Please return the item securely packaged and keep the shipping receipt and tracking number.
After dispatch, please send us:
a photo or scan of the shipping receipt; and/or
the tracking number for the return shipment.
This enables us to correctly assign the parcel to your case and monitor the return where possible.
Once the item has arrived at the responsible return warehouse, it will be checked against your order information and the details provided in your return or service request.
The physical international return process may take approximately 3–5 weeks, depending on the shipping provider, shipping route and warehouse handling.
If you withdraw from this contract, we will reimburse all payments received from you, including the cost of the standard delivery option.
Additional delivery costs resulting from a delivery method chosen by you that is more expensive than the cheapest standard delivery option offered by us are not refundable.
Refunds are made using the same payment method used for the original transaction, unless another method has been expressly agreed with you and does not result in additional costs for you.
We may withhold reimbursement until we have received the returned goods or until you have provided proof that you have sent back the goods, whichever occurs first.
You must return or hand over the goods without undue delay and no later than fourteen (14) days from the day on which you notify us of your withdrawal.
For normal returns under the statutory right of withdrawal, the direct cost of return shipping is borne by the customer, unless otherwise stated in the applicable offer or agreed separately.
For defective, damaged, incorrectly delivered or incomplete goods, we will review the case separately and determine the appropriate solution.
You are only liable for any loss in value of the goods if that loss results from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.
We recommend that you return products, accessories and any included components as completely as possible and, where available, in suitable protective packaging to avoid transport damage.
Returning items in their original packaging is recommended but is not a requirement for submitting a withdrawal declaration.
Certain products may be delivered with a hygiene seal.
Where a product is sealed for health protection or hygiene reasons and the seal has been removed after delivery, the right of withdrawal may not apply to that sealed product.
This does not affect your rights in the event of a defect, damage, incorrect delivery or incomplete delivery.
In addition to statutory consumer rights, Ergolea offers a voluntary 90-Day Functional Defect Service from the date of delivery.
This voluntary service is intended for verifiable product-related issues, including for example:
the product does not switch on;
the heat function does not work;
the vibration or massage function does not work;
charging issues;
a confirmed technical defect;
visible damage on delivery;
visible stains or contamination concerns present on delivery;
missing accessories or components; or
an incorrect or incomplete delivery.
To use this service, please contact us at support@ergolea.de and complete the relevant sections of the Return, Complaint & Service Form.
For technical issues or visible defects, please provide suitable photos and, where relevant, a short video so that we can assess the issue efficiently.
Depending on the case, we may offer an appropriate solution such as:
troubleshooting support;
reshipment of a missing component;
replacement of the product;
another suitable service solution; or
refund or partial refund where appropriate.
The 90-Day Functional Defect Service is not a general 90-day satisfaction-return policy.
It does not automatically apply where a customer simply no longer wishes to keep the product after the statutory withdrawal period has expired and no verifiable product-related issue exists.
This service does not restrict your statutory rights in the event of defects.
If your product is damaged, defective, incomplete, incorrectly delivered or missing a component, please contact us before returning the item.
Please include, where possible:
your order number;
a short description of the issue;
photos of the product and packaging;
a short video for technical issues; and
a photo of all items received if a component is missing.
Please do not continue using the product if you believe it may be unsafe, damaged or defective.
We will review the case and arrange an appropriate next step, such as troubleshooting, replacement, reshipment of a missing component, return instructions or another suitable solution.
If an included item is missing, such as an extension strap, charging cable, instruction manual or another component, please contact us before arranging a return.
Please send us:
your order number;
a short description of the missing component;
a photo of the items received; and
where possible, a photo of the parcel and packaging.
We will check the delivery and arrange an appropriate solution. Where confirmed and available, a missing component may be sent separately.
Some Ergolea products may be offered as bundles or sets at a reduced total price.
For return, complaint or service requests involving bundles, please specify which components are affected and whether all bundle items are complete, unused, tried on or used.
Requests involving only individual parts of a discounted bundle may require individual review because the original price was calculated for the complete set.
Your statutory rights remain unaffected.
Please ensure that your delivery address is complete and correct when placing an order.
If you notice an address error shortly after placing your order, please contact us immediately at support@ergolea.de. If the order has not yet entered the shipping process, we may still be able to update the address.
If an order has already been dispatched, an address change may no longer be possible.
If a parcel is returned because the address provided was incomplete or incorrect, we will review the available options with you. Additional shipping costs may apply for a new shipment where the delivery problem resulted from incorrect customer address details.
If you do not wish to accept an order, please contact us before refusing delivery or leaving the parcel uncollected.
Refusing delivery or failing to collect a parcel does not automatically replace a return request or a clear withdrawal declaration.
Please contact support@ergolea.de so that we can register the case and explain the appropriate next steps.
Depending on the destination country, local customs authorities or delivery providers may charge import VAT, customs duties or other import-related fees.
Where such charges apply, they are determined by the relevant authorities or delivery providers. Please contact the delivery provider or local customs office for further information.
(Complete and return this form only if you wish to withdraw from the contract.)
To:
PURPLE ARIES LIMITED
Registration No.: 80464591
FLAT 2304, 23/F, HO KING COMM CENTRE
2–16 FA YUEN STREET
MONG KOK
HONG KONG
Email: support@ergolea.de
I/We () hereby give notice that I/We () withdraw from my/our (*) contract of sale of the following goods:
Ordered on () / received on (): ___________________________
Name of consumer(s): ___________________________
Address of consumer(s): ___________________________
Order number (optional): ___________________________
Date: ___________________________
Signature of consumer(s)
(only if this form is notified on paper): ___________________________
(*) Delete as appropriate.