Return ,Exchange and Order Cancellation Policy
OUR RETURN & EXCHANGE POLICY.
At Eubi, we strive to make online shopping a smooth and hassle-free experience. We understand that buying online can be tricky without having seen the actual product or try it on. With that in mind, we happily accept returns and exchanges based on a few T&C's listed below.
- The item is returned in its original state within 14 days from the date of receipt.
- The items show no sign of wear.
- The item tags are still attached to the product.
- The purchaser will bear the re-shipping fees.
Firstly, please ensure you have gotten in touch with one of our customer care team members at email@example.com to have your request to exchange or return approved prior to returning the item(s) back to us.
We are only able to grant exchanges for each item once.
HOW DO I ORGANISE A RETURN?
Please email our friendly customer care team at firstname.lastname@example.org.
In your email, please include:
- Your Order Number (found on your invoice or confirmation email)
- Reason(s) for your return or exchange
- The details of new size/product if exchanging
Our helpful customer care team will attend to your request within 1-2 business days and provide the relevant details and return address if necessary.
Please take note, all returns/exchanges should be completed within 14 days of order delivery. Please get in touch with our Customer Care team within 14 days to organize a return/exchange.
RETURN OF MERCHANDISE
Please ensure the following conditions are met when returning your order:
- Returned item(s) must be in its original condition (new and resalable condition)
- All labels and tags must still be attached, with no dirty stains, marks, pulls or rips of garments.
For a refund, a shipping & handling fee of USD8.50 (previously included in the order) will be deducted from the total amount.
Returned items that have been damaged, soiled, washed, worn, altered or missing tags/labels will be returned back to customer and we reserve the right to refuse a refund or exchange.
DO I HAVE TO PAY FOR THE RETURN?
We cover for return postages for customers within United States. Customers outside United States will be responsible for the shipping cost incurred for returning the item(s) back to us for an exchange or refund. A flat reshipping fee of $10 applies for exchanges to countries outside United States.
We strongly recommend that you return the item via a trackable shipping method. All exchanges/returns will only be processed when we have the actual item(s) received back in our warehouse. If a returned parcel is lost in transit we will not be held accountable / no refund will be granted.
Please retain a copy of your proof of postage in case of any lost or delayed parcels.
HOW LONG WILL IT TAKE FOR MY REFUND TO BE PROCESSED?
Please allow up to 7 working days for us to assess your return & process your refund from the time the returned parcel arrives at our warehouse. Once refund has been processed, it may take up to 10 business days for the money to be credited back into your account. All refunds will be processed using the same method originally used for your purchase.
In the event that we do not receive your returned goods, we will ask you to provide the proof of postage. We reserve the right to refuse a refund if you are unable to provide this and if the goods are not returned to our warehouse.
WHAT IF I’M EXCHANGING? HOW LONG CAN I RECEIVE THE NEW PRODUCT?
If you are exchanging, please allow up to 7 working days for us to assess your returned product & re-deliver the new product out to you. We know you’re excited to receive the new product, and hence we promise to work as quick as we can. You will be notified via email with your new tracking number once it has been re-shipped.
WHAT IF MY ORDER ARRIVES DAMAGED OR THERE IS A FAULT UPON ARRIVAL?
Oops… We are sorry if this happens! At Eubi, we inspect every single item before they are shipped out to you. But if one or two slips through the cracks, please accept our apology!
If you have received damaged goods or if there’s a manufacturing defect on the item(s) that we have shipped out to you, please contact us at email@example.com within 7 days from the date the product was received so that we can assist you in a timely manner and you can receive your replacement item(s) quickly!
If you wish to cancel your order prior to dispatch, please email us at firstname.lastname@example.org as soon as possible, preferably within 24 hours from the time the order has been placed. We cannot guarantee that your order will be cancelled upon request as our fulfilment team works very quickly in processing all our orders. We aim to fulfil all orders within the NEXT BUSINESS DAY from the time you have placed an order with us. If your order has been dispatched, we regret to inform you that we are no longer able to cancel the order, but you may return the item to us as per our terms above.
For all successful order cancellations prior to dispatch, you will be subjected to a USD$5.00 administration/cancellation fee. If your request for an order cancellation has been approved, we will send you an email to notify you when the refund has been processed. Please note, the amount refunded will be less the USD$5.00 administration/cancellation fee.