Refund policy

RETURN POLICY – Ebony Brand

  1. No Returns/Exchanges for Made-to-Order Items
    All our products are made-to-order (with optional personalization). Because they are crafted specifically for each buyer, we cannot accept returns or exchanges if you simply change your mind.
  2. Damaged, Defective, or Incorrect Items
    If you receive a product that is damaged, defective, or incorrect, please contact us at cs@ebonybag.com within 3 days of delivery. Include clear photos (and/or video) of the issue. We will verify and arrange a replacement at no additional cost. You do not need to return the defective item.
  3. Modification Policy
    We can modify shipping address, personalized name, or contact details within 12 hours after you place the order. After 12 hours, production begins and changes may not be possible.
  4. Time Limit
    We only accept damage or incorrect item claims within 3 days of the delivered date. Claims beyond this timeframe may not be honored.

If you have any questions, feel free to reach out to us at cs@ebonybag.com. Thank you for your understanding and support.

REFUND POLICY – Ebony Brand

  1. No Refunds for Personal Preference or Change of Mind
    All Ebony Brand items are custom-made. Therefore, we do not provide refunds if you decide you no longer want the product after placing an order.
  2. Replacement Over Refund
    In the case of damaged, defective, or incorrect items, our first solution is to send you a replacement product. We do not require the damaged item to be returned.
  3. Rare Exceptions
    A full refund may be issued only in rare circumstances, such as:
    • We are unable to produce or re-ship the item due to material unavailability.
    • Other unforeseen issues preventing us from fulfilling your order.
    In such cases, refunds will be processed to your original payment method within 3–5 business days.
  4. Contact Us
    For any concerns about refunds, please email cs@ebonybag.com. We will review each case individually.

Thank you for supporting Ebony Brand and understanding our made-to-order process!

FAQ

Q: What if my tracking shows “Delivered” but I can’t find my package?
A: Once USPS marks a package as Delivered, we are not liable for loss or theft. Please check with neighbors, building management, or local authorities to locate your package.

Q: What if I accidentally entered the wrong address?
A: Please notify us within 12 hours of ordering. If the package is already shipped to the wrong address, additional shipping fees may apply to resend it.