Refund policy

Refunds, Exchanges, Returns Policy

Thank you for shopping with us at www.ebonyrose.ca. Once an order has processed and shipped, we do not accept returns or exchanges. All sales are final.

Retail Purchases
Kindly contact the store where you purchased your products for a return or  an exchange. Ebony Rose is unable to provide a return or exchange for a purchase made through a retailer.

 We are unable to accept returns or exchanges for items that have been shipped and/or received. You are able to cancel your order if it has not yet been prepped for shipment and/or sent out for shipment.

 International Orders ( Custom Regulations )

Those items for shipment outside of Canada may be subject to taxes, customs duties and fees levied by the destination country (“Import Fees”). The recipient/customer of the shipment is responsible for all Import Fees. We do not offer refunds or replacements for stolen packages, so please ensure your package is delivered to a safe location. We do require signature confirmations for packaged delivery. Though care is taken to ensure that products are packed well, things can happen during delivery which can lead to damage. We cannot guarantee any items once shipped (due to carrier and other unforeseen events).

 Send us an email as soon as  damaged items are received. Email customerservice@ebonyrose.ca with your name, order # in subject line, email must include date order was received, images of damaged/defective product as received with necessary information to support your claim. If applicable –we will only replace items that are damaged/defective at our discretion. Request for merchandise return of damaged good must be made within 7 days of your receipt date.

 

Lost /Stolen Packages

Ebony Rose is not responsible for lost or stolen packages.

It is up to the customer to provide an accurate address when entering their shipping information. Please contact the carrier for any information regarding the delivery. Have your tracking number available to provide to the carrier to assist with the investigation.

No refunds, replacements or credits will be issued for orders confirmed to have been delivered to the address provided in an order.

 

 

Promotional/Sale Items
Promo/ Sale prices are only applicable on select items during the promotion period as stated. We unfortunately cannot backdate orders and/or change pricing once items have already been purchased. To avoid missing out on any current or upcoming promotions please join our emailing list and follow us on Instagram: @ebonyroseskincare