1. Overview
This policy explains when you’re entitled to a refund and how it’s processed. It works alongside our Return Policy.
2. Refund eligibility
You may request a refund for eligible items returned in unused, unwashed condition with original packaging within 14 days of delivery, and for any item that arrives faulty, damaged or incorrect.
3. Non-refundable items
For hygiene reasons, items worn next to the skin (bathrobes, spa headbands and wraps, hair towel wraps) are non-refundable once opened or used, unless faulty. Original shipping fees are non-refundable except where the item was faulty. This does not affect your statutory rights.
4. Refund method
Approved refunds are issued to your original payment method. Your card statement / account will reflect the credit from “EBACPH STORE”.
5. Timing
Once we receive and inspect your return, we process refunds within 5–10 business days. Your bank or card issuer may take additional time to post the credit.
6. Late or missing refunds
If you haven’t received a refund after 10 business days, first check with your bank, then contact us at support@ebacph.shop and we’ll help.
7. Faulty or incorrect items
If your order is faulty, damaged or wrong, we’ll provide a full refund (including return shipping) or a replacement, at your choice. Please contact us within 14 days of delivery.
8. Contact
For any refund question, email support@ebacph.shop or write to EBAC PLUMBING & HEATING LIMITED, 87 Kingsway, Mildenhall, Bury St Edmunds, Suffolk, IP28 7HS, United Kingdom.