Refund and Returns Policy Overview
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
1. General Returns
If you are not happy with the product for any reason, eBotaniq is happy to exchange it or provide you with a credit on your customer account, with condition that the product is returned to us in its original condition, undamaged and unopened. The customer will pay return freight charges, and must contact eBotaniq within 7 days of receiving the product and goods must be returned within 14 days from receiving the RRN. (Return Request Number)
2. Defective Items Refund and Return
If goods are faulty, not as described, or are not fit for their intended purpose, you may choose between a refund, exchange or a credit for the product. The customer must contact eBotaniq within 7 days of receiving the product, goods must be returned within 14 days. In this case eBotaniq will pay reasonable freight charges but only with our confirmation on the postage service to be used.
How to return your item
1. Contact the eBotaniq Customer Service team on calling +61 (0)490 069 282 or email us at hello@eBotaniq.au (ensure you include a daytime telephone number).
2. A customer service representative will evaluate your return request, record all the necessary product return information and issue you with a Return Request Number (RRN). The Customer Service Representative will also provide you address details of where to send your return. You must obtain Return Request Number within 7 days of receiving the product (max 10 days from sending date) so as to ensure that you are eligible for return.
3. All products being returned must be securely packed in a box to ensure product protection, ideally using the same packaging that the product was sent in. eBotaniq will not be held responsible for packing negligence. The only exception is for a customer who originally received a damaged product.
4. Send your item to the return address provided. Please ensure that your RRN is clearly displayed on the return packaging.
5. As soon as the return has been received, the product will be assessed for appropriate action.
6. Refund will be transferred to your account within 14 days of receiving the return goods.
- You must obtain Return Request Number within 7 days of receiving the product and the return must be received by eBotaniq within 14 days after the Return Request Number has been issued.
- Replacement product will only be shipped after the item has been received and assessed by eBotaniq.
- Any item that is returned to eBotaniq without an RRN number will not be eligible for a replacement and where possible returned to sender at their cost.
- eBotaniq takes no responsibility for products lost whilst in transit. You may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If you feel that your return falls outside of our policy, then you will need to contact us first on+61 (0)490 069 282 to confirm if your return can be accepted.
Additional non-returnable items:
- Gift cards
- Sale Items
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase. ie your invoice
There are certain situations where only partial refunds are granted:
- any previously sealed products that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned later than 14 days after its delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us via email.
Only regular priced items may be refunded. Sale items cannot be refunded.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to the address supplied with the RRN .
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at firstname.lastname@example.org for questions related to refunds and returns.