Returns & Exchange Policy (for orders made before December 18, 2023)
We understand the struggles of purchasing online, especially when you are unable to physically try on our products. With that in mind, we happily accept returns and exchanges within 30 days from your purchase date. Do remember to mail back your returns within the time frame and it fulfills the following conditions as below:
- Returned item(s) must be returned in its original packaging & tags intact.
- Returned item(s) must be in their original condition - unworn, unwashed, unaltered, and have no signs of visible wear or tear.
- Item(s) marked with [Clearance], and item(s) sold under Clearance Corner page are final sale and not eligible for return/exchange.
- All shipping fees are non-refundable.
- Exchanges are only granted once.
- Please note that refunds are strictly not allowed for items that have been exchanged.
- If you've received any free item via any ongoing discount, all items including free items have to be returned to be eligible for full refund.
Exchange & Return instructions:
Orders within AU
We offer one (1) exchange or return for any unworn and unaltered items exchanged within 30 days of the original purchase date.
To initiate a return, kindly
- Fill out your order number and order email.
- For refunds, we will provide you with options to choose from when prompted. If you prefer an exchange, you can select the item(s) you’d like to exchange and specify the reason(s). In case your desired item(s) isn’t listed, you may opt for store credit and repurchase from our store.
- Once you’ve filled out the necessary information, simply click ‘Continue’ and select your preferred method of returning the parcel.
- If you choose the ‘Drop Off’ option, a return label will be provided to you.
- If you choose the ‘Mail’ option, you will have the flexibility to choose your preferred courier. We also kindly request that you send us the tracking number or link at hello@eubiofficial.com
- Please ensure that you post the item(s) you wish to return within 10 days of initiating your return.
Once our warehouse inspects your item(s) within 7 business days
- Your exchange order will be processed and shipped out accordingly.
- The refund will be issued via your original payment method or as store credit.
REFUND & HANDLING FEE
For returns or exchanges, you have the option to choose ‘Drop Off’ or ‘Mail’. Return labels are provided for ‘Drop Off’ method, whereas for ‘Mail’ method, you will have flexibility to choose the courier of your choice at your own cost.
Please see summary below:
EXCHANGE
- Drop Off option: Free, with return label
- Mail option: Free, no return label provided
REFUND
- Drop Off option: Return label provided, A$10 handling fee deducted from refund amount
- Mail option: No return label provided, no handling fee deducted
Note:
- For refunds via ‘Drop-off’ option, the $10 handling fee is inclusive of shipping, warehouse management, handling costs, product sorting, and other miscellaneous costs involved.
- If you paid with a Gift Card, your refund will be issued back to that gift card.
Eubi reserves the right to reject refund requests for returned item(s) that do not comply with above criteria.
Exchange & Returns instructions:
International Orders outside AU
We offer returns within 30 days of the original purchase date.
We offer one (1) exchange or return for any unworn and unaltered items exchanged within 30 days of the original purchase date.
To initiate a return, kindly
- Please fill out your Order Number and Order Email
- For refunds, we will provide you with options to choose from when prompted. If you prefer an exchange, you can select the item(s) you’d like to exchange and specify the reason(s). In case your desired item(s) isn’t listed, you may opt for store credit and repurchase from our store.
- Once you’ve filled out the necessary information, simply click ‘Continue’ and select the ‘Mail’ option for your return method. You will have the flexibility to choose your preferred courier.
- Once you have sent your item(s) for returns/exchanges, kindly provide us with the return tracking number at hello@eubiofficial.com to ensure that we will be able to receive your item(s) in a timely manner.
- Please ensure that you post the item(s) you wish to exchange or return within 10 days of initiating your return request.
Once our warehouse inspects your item(s) within 7 business days
- Your exchange order will be processed and shipped out accordingly.
- The refund will be issued via your original payment method or as store credit.
RETURN & EXCHANGE FAQ
HOW LONG WILL MY REFUND / EXCHANGE TAKE TO BE PROCESSED?
Please allow up to 7 working days for us to assess your returned item(s) & process your refund / exchange from the day the parcel arrives at our warehouse.
Refunds may take up to 10 business days to be credited back into your original mode of purchase. All refunds will be processed using the same method originally used for your purchase.
Should the customer choose to opt for refunds in the form of store credit, the store credit will be shared with the customer within 2-3 business days.
PRODUCT DEFECTS
We're so sorry the order you received was less than perfect. We do have a strict quality control process in place however, a few may have slipped through the cracks.
In the event where you you receive damaged goods or if there’s a manufacturing defect on the item(s) that we have shipped out to you, please email us a clear picture of the defect to hello@eubiofficial.com within 7 days from the date the product was received so that we can assist you in a timely manner and we can replace the item for you.
WRONG ORDER
We understand it can be frustrating to receive the wrong order. Please submit a photo through our return portal and select your desired outcome. Alternatively, you could send in an email at hello@eubiofficial.com and our team will guide you through the process.
ORDER AMENDMENTS
We work very quickly to process all our orders. Please notify our customer support team with your order ID and email within 24 hours via email at hello@eubiofficial.com.
However, we cannot guarantee that your order can still be amended as it may have been processed within 24 hours and if that’s the case, we are unable to allow any changes. Please check our size chart carefully before you place an order.
ORDER CANCELLATIONS
If you wish to request for a cancellation of your order prior to dispatch, please email us at hello@eubiofficial.com within 12 hours upon placing your order. If your order has been fulfilled before the 12 hours time frame, we will not be able to proceed with the necessary cancellations. Anything past 12 hours will not be eligible for cancellation
We cannot guarantee that your order will be canceled upon request as our Fulfillment Team works very quickly in processing all our orders.
CONSUMER GUARANTEE
You have statutory rights under the Australian Consumer Law that are in addition to and are not limited by our change-of-mind policy or by any other return policy, statement or comment we might make. If a consumer guarantee is not met, for example if a product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or to be compensated for any drop in value of the product (if you keep it). If the issue with the product is a minor one, we may choose to offer you a free replacement of the product. The consumer guarantees do not apply where, after sale, the product is damaged through misuse or abnormal use.
Further information about the consumer guarantees are provided here:
(includes details about the consumer guarantees)
(includes details about your rights where a consumer guarantee is not met)
To make a claim under the consumer guarantees, you will need to return the item to us and provide proof of purchase. We expect the proof you provide to include some specific reference to the item your claim relates to or the specific amount paid for the item. To make a claim under the consumer guarantees please contact our Customer Success Team.
ALL OTHER QUERIES
Please view our FAQs page, Contact Us or email us at hello@eubiofficial.com for us to assist you further.
FAQ
If you have mailed back your items using a different label from the one we provided, do reach out to us at hello@eubiofficial.com and let us know. You will still receive your exchange, store credit or refund albeit the process being longer. However, worry not as we will definitely get to it ASAP.
Not to worry! If you need to make any changes to your order, please reach out to us at hello@eubiofficial.com before sending off your order for us to update your returns back end.
If you have received a defective item, do reach out to our team at hello@eubiofficial.com. Please provide images of the fault and our team will definitely make it right by sending you a replacement order thereafter.
All Clearance items are not eligible for a return. Clearance items will be labelled [Clearance] in the product title.
Fret not! If the area you live in is not covered, you may use any other postal services to return back your items, and we will reimburse you up to the amount of A$10 for any exchange request made.
However if you are returning from outside of AU, do note that we only offer return labels to customers residing in the AU.
For further enquires, you may reach out to us at hello@eubiofficial.com