Refund and Returns Policy - ebeneluxe.shop

Overview

At EBÈNE LUXE, we are committed to providing premium quality products and an exceptional customer experience. Our return policy lasts 14 days from the date of delivery. If 14 days have passed since your order was delivered, unfortunately, we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused, in the exact same condition that you received it, and in its original packaging.

Strict Hygiene Policy (Non-Returnable Items)

Due to the intimate and sanitary nature of our beauty and sculpting products, strict hygiene protocols apply:

Shapewear / Sculpting Garments: For health and safety reasons, shapewear can only be returned if it is completely unworn, unwashed, and free of any marks, scents, or signs of use. All original tags and hygiene liners must be perfectly intact and attached.
Eyelash Extensions & Cosmetics: These items are strictly non-returnable if the packaging has been opened or the protective seal is broken.

Additional non-returnable items:

Gift cards
Items purchased on final sale or clearance

Refunds

Once your return is received and inspected at our facility, 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 based on our hygiene standards.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5 to 10 business 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, please contact us at contact@ebeneluxe.shop

Exchanges (Defective or Damaged Items)

We take great pride in our quality control. However, we only replace items if they arrive officially defective or damaged. If you need to exchange it for the same item, send us an email at contact@ebeneluxe.shop with photo evidence of the damage within 48 hours of delivery.

Shipping Your Return

To return your product, please email our concierge team first to receive authorization and the correct return shipping address for our Canadian hub.

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 original cost of 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 items over $75 CAD, we strongly advise using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.