Returns and warranty
We work with natural materials, so we set out plainly what is covered by warranty and what is simply how the material behaves.
This is a courtesy translation. In case of any difference between this text and the Turkish version, the Turkish text is the binding one.
If a product is faulty, short shipped or not what you ordered, we replace it or refund it. Freight is on us. If you feel a batch difference, we replace the batch. All we ask is that you tell us within a reasonable time after delivery.
1. Scope
This page applies to ERATOS wholesale and business sales. Where a buyer purchases as a consumer, their statutory rights under applicable consumer law remain fully intact and nothing here limits them.
2. Checking the delivery
Inspect the cartons on delivery. If a carton is crushed, wet or torn, have the carrier record it. Report short counts, breakages or wrong items within 7 days of delivery, by email to eratosglobal@gmail.com or on WhatsApp. Photographs speed everything up.
3. What counts as a fault
- The bristle tuft coming out of the body, or shedding in clumps,
- Cracks, breaks, unfinished sanding or sharp burrs on the body,
- Laser marking applied wrongly, faintly or crooked,
- Firmness, size or colour clearly different from the approved sample,
- A different product or quantity from the order.
In these cases the choice is yours: we replace the goods, make up the shortfall, or refund. Return and replacement freight is entirely ours.
4. Batch consistency undertaking
Natural bristle can vary slightly in tone and feel between batches. To keep that within an acceptable range we retain a reference sample from every batch and produce your reorder against the sample you approved.
If you still feel a difference in firmness or colour, tell us before the goods are used. We compare against our retained sample and if the difference is ours, we replace the batch free of charge.
5. Not covered
- A few loose hairs on first use. Normal in natural bristle and it stops quickly. Shedding in clumps is different and is covered.
- Small differences in the colour and thickness of natural hair. Horsehair comes from an animal, no two hairs are identical.
- Grain and tone differences in wooden bodies. Boxwood, hornbeam and beech are naturally figured.
- Wood left permanently wet. Our care note says hang it dry. For a permanently wet use we recommend loofah, sisal or synthetic bristle instead.
- Use outside the intended purpose, impact, contact with sharp objects, and modifications made by the customer.
6. Samples
We deduct the sample charge from your first order. If you do go on to order, the sample costs you nothing. Once you approve a sample, matching production to it is our responsibility.
7. Private label orders
On goods made specially for you, with your logo or to your own dimensions, we cannot accept a return for a change of mind provided the goods match the approved sample and the order, because they cannot be sold to anyone else. Manufacturing faults and deviation from the sample remain covered in every case.
8. Consumer right of withdrawal
Where a buyer purchases as a consumer under a distance contract, they may withdraw within 14 days of delivery without giving a reason and without penalty. Notice by email to the address above is enough. The goods must be unopened, unused and resaleable. Personalised goods and goods that cannot be returned for hygiene reasons are excluded by law.
9. Return address and process
Always contact us before returning anything. We agree the situation first, then give you a return reference and shipping instructions. Shipments sent without notice slow the process down.
Approved refunds are made by the original payment method within 14 days at the latest.
Last updated: 24 August 2026