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Return, Exchange and Order Cancellation Policy

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  within 45 days from your purchased date. Do remember to mail back your returns within the timeframe and it fulfils the following conditions as below:

  • Returned items must have tags intact and be returned in its original packaging

  • Returned items must not be soiled, washed or altered, with no visible signs of wear or tear

  • Clearance item(s) can be returned for an exchange or refund, provided the item(s) is returned in an acceptable condition

  • The purchaser will return the item at own cost back to our warehouse over in the Netherlands or the USA, and we will issue exchanges free of charge thereafter. 

If your item(s) adhere to the above terms, initiate a return by emailing us at hello@eubiofficial.com. We will get back to you within 48 hours to process your request.

Eubi reserve the rights to reject a refund or exchange requests for returned item(s) that do not comply with above terms. Please note we can only grant exchanges once.

    Shipping fees paid are not refundable. Refunds are only provided after the returned item(s) are received and processed at our warehouse.

    *All returns are subject to an inspection by the warehouse before processing with refunds.

    Please note that refunds are strictly not allowed for items that have been exchanged.

    Note: Subject to your right to cancel and your statutory rights, products excluded from return are: towels and free t-shirts

    Do drop us an email at hello@eubiofficial.com should you require help with items purchased during sale periods.

     

    HOW LONG WILL IT TAKE FOR MY REFUND/EXCHANGE TO BE PROCESSED?

    • Please allow up to 5 working days for us to assess your return & process your refund or exchange from the time we receive them
    • Refunds may take up 10 business days to be credited back into your original mode of purchase.

     

    CAN I EXCHANGE MY ORDER AT A PHYSICAL STORE/WITH A STOCKIST?

    We do not allow exchanges to be performed at physical outlets. All online orders are to be returned back to us by emailing us at hello@eubiofficial.com.

     

    ORDER CANCELLATIONS

    If you wish to cancel your order prior to dispatch:

    • Email us at hello@eubiofficial.com as soon as possible, preferably within 24 hours order was placed.
    • We cannot guarantee that your order will be cancelled as we aim to fulfil all orders within the next business day.

     

    EU STATUTORY RIGHTS
    Eubi guarantees a full refund of the returned items in accordance with the Rights of Cancellation, provided that all items are returned in the same condition they were in upon your receipt. This means the item should not have been damaged, soiled, washed, altered or worn(other than to try the item on) and the tags and labels should be intact.

    All our parcels contain a packing slip for you to use if you decide to return any items.These labels have to be provided upon the returns.

    If the Products were delivered to you: you must return the Products to us as soon as reasonably practicable; unless the Products are faulty or not as described, you will be responsible for the cost of returning the Products to us; and you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession. For more information on how to return an item, please visit our FAQs.

    2. Based on EU law, you are entitled to seek redress if an item is faulty, regardless of whether the item(s) has a warranty. The law provides a minimum of redress of 2 years; however may be different based on your National law.

     

    RIGHTS TO CANCEL

    You may cancel or return your order from the date you place your order (after 30 days) or after receiving the product (within 14 days with an additional 14 days to return the item). If you have been charged for the item(s), you will receive a refund for the item(s) you have cancelled. Shipping fees paid are non refundable.

    If you wish to cancel or return your order, please provide us with notice through our Customer Success team through our email hello@eubiofficial.com ; and return the item(s) to us as set in our return policy within the 28 day period set forth. We will provide a refund attempting to use the same method used to make the payment (or, if the items have not yet been paid for, reflect the return of the items in your account balance) as soon as possible and at the latest within 14 days of receiving the cancellation notice, provided we have received the items or evidence of you having sent back the items. Alternative payment methods may be used for the refund, provided that you consent to such change; in any case this will not generate any additional charges.

    If the item(s) that you have received is defective, please notify us immediately and do not return the item(s) back to us. Eubi will, for any product deemed defective, provide a replacement or a full refund for the product that is defective. The provisions set forth herein do not limit any applicable statutory rights.

     

    ALL OTHER QUERIES

    Please view our FAQs page or contact us at hello@eubiofficial.com or via Facebook Messenger for all other queries.

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