Ebony Fortunatow ("we", "us", or "our") operates https://ebonyfortunatow.com (the "Site" ). Our refund policy is designed to ensure fair treatment for both our customers and our business. Please read this policy carefully before making any purchase.
All sales are final. We do not offer refunds for change of mind, dissatisfaction with product quality expectations, or any other reason except as explicitly outlined in this policy.
2. Refunds for Product Defects
The only circumstance under which we will consider a refund is if you have received a product with a clear and demonstrable defect. A product defect is defined as a failure of the product to perform its intended function due to manufacturing, design, or material flaws that existed at the time of delivery.
Examples of clear defects include, but are not limited to:
•Physical damage or breakage that occurred during manufacturing or shipping and renders the product unusable
•Missing components that are essential to the product's basic functionality
•Manufacturing defects that prevent the product from operating as originally designed and described
•Materials that are substantially different from those described in the product listing
The following do NOT qualify as defects:
•Personal dissatisfaction with the product's appearance, color, size, or style
•Changes in personal preference or circumstances
•Failure to meet subjective expectations not explicitly guaranteed in the product description
•Normal wear and tear from use
•Damage caused by misuse, improper storage, or failure to follow care instructions
•Products that function as described but do not meet the customer's personal standards
3. Refund Request and Review Process
To request a refund for a product defect, you must follow this process:
Step 1: Submit a Refund Request
Contact us with detailed information about the alleged defect, including:
•Your original order number and purchase date
•Clear photographs or videos demonstrating the defect
•A detailed written description of the issue and how it prevents normal use
•Any steps you have taken to attempt to remedy the situation
Step 2: Defect Review
Upon receipt of your request, we will conduct a thorough review of the evidence you have provided. This review process typically takes 5-10 business days. During this time, we may:
•Request additional photographs, videos, or information
•Ask you to perform specific tests to verify the defect
•Consult with our quality assurance team or product specialists
•Contact you for clarification on any aspect of your claim
Step 3: Determination
After completing our review, we will make a determination regarding whether the product contains a clear defect as defined in this policy. We will notify you of our decision in writing.
If approved: We will provide instructions for returning the defective product. Once we receive and inspect the returned product, the refund will be processed. Refunds will be issued to the original payment method within 5-10 business days of our receipt and inspection of the returned product.
If denied: We will provide a detailed explanation of why the product does not meet the criteria for a defect refund under this policy.
4. Return Shipping
If your refund request is approved, you are responsible for the cost of returning the product to us unless the defect resulted from our error in shipping or handling. We will provide you with a return address and instructions upon approval of your refund request.
5. Custom Contracts and Agreements
This refund policy does not apply to customers who have entered into a separate, written custom contract or agreement with Ebony Fortunatow.
If you have negotiated and signed a custom contract, service agreement, or other binding agreement that includes different refund terms, warranty provisions, or other conditions, those terms will supersede and take precedence over this refund policy. In the event of any conflict between this refund policy and a custom contract, the custom contract will govern.
Customers with custom contracts should refer to the specific terms outlined in their agreement. If you are unsure whether your purchase is covered by a custom contract, please contact us for clarification.
6. Non-Refundable Items
In addition to the general no-refund policy, the following items are never eligible for refund, regardless of defect claims:
•Digital products, downloads, or licenses once accessed or downloaded
•Customized or personalized products
•Items marked as final sale or clearance
•Services that have been partially or fully rendered
•Products purchased at a significant discount or promotional price (unless otherwise specified in the promotion terms)
7. Refund Limitations
•Refund requests must be submitted within 30 days of the original purchase date
•We reserve the right to deny refund requests that do not include sufficient evidence or documentation
•We reserve the right to refuse refunds if we determine the defect was caused by misuse, neglect, or failure to follow product care instructions
•Multiple refund requests for the same product will be reviewed on a case-by-case basis
8. Inspection of Returned Products
When you return a product for a refund, we reserve the right to inspect it thoroughly. If we determine that:
•The product does not contain the defect you claimed
•The defect was caused by misuse or improper handling
•The product has been used beyond what would be considered normal examination
We may deny your refund request or request reimbursement of shipping costs.
9. Modifications to This Policy
We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to this page. Your continued use of the Site following any modifications constitutes your acceptance of the updated policy.
10. Australian Consumer Law Compliance
This refund policy is provided in addition to, and does not limit, your rights under the Australian Consumer Law (ACL), which is part of the Competition and Consumer Act 2010 (Cth). We comply fully with all applicable Australian Consumer Law requirements.
Under the Australian Consumer Law, you have statutory guarantees that products and services are of acceptable quality, fit for purpose, and as described. These guarantees cannot be excluded or limited by this refund policy.
If a product fails to comply with these statutory guarantees, you may be entitled to:
•Repair or replacement of the product
•A refund of the purchase price
•Compensation for loss or damage
These rights are in addition to any remedies available under this refund policy. If you believe a product does not meet the statutory guarantees under the Australian Consumer Law, you may contact us to discuss your options, which may include remedies beyond those outlined in this policy.
For more information about your consumer rights under Australian law, please visit the ACCC website.
11. Contact Us
If you have questions about this refund policy or wish to submit a refund request, please contact us with your order details and a description of the issue.
Please Note: This refund policy is separate from any warranties that may be provided by manufacturers of products sold through our Site. For products with manufacturer warranties, you may have additional options for repair or replacement directly through the manufacturer. Please refer to the product documentation for warranty information.
This policy is also subject to your rights under the Australian Consumer Law, which provides additional protections beyond the terms stated in this policy.