Returns

Returns & Refunds policies and protocol

Every EBS product is carefully quality-checked and securely packed before it leaves our facility. We want every order to reach you in perfect condition, and in the rare case that something goes wrong, we are here to help. Please take a moment to go through our policy so things can be resolved as smoothly as possible.

Delivery Timeline

- Within India: 7 to 12 working days
- Outside India: 7 to 21 working days

Delays caused by courier partners, customs, or incorrect addresses may extend these timelines. Refunds will not be issued for delays that fall within the above windows.

What We Can Help With

We offer replacements for the following situations only:
- The product was damaged during transit
- The product has a manufacturing defect
- An incorrect product was shipped
- An item is missing from the order

We are unable to accept returns or offer refunds for:

- Change of mind
- Taste preferences
- Allergic reactions or skin breakouts
- Courier delays within our standard delivery timeline
- Opened, used, or tampered products

*Please note: Damaged or defective products are eligible for a replacement or exchange only. Refunds will not be issued in such cases.*

Important: Mandatory Proof for Any Dispute

To help us resolve concerns quickly, the following must be shared before we can look into any request. Without these, we will not be in a position to take action.
- *An unboxing video* recorded while opening the parcel from start to finish. Please make this a habit with every EBS order.
- *A clear photo of the outer packaging* with the AWB (shipping label) fully visible
- *Photos or video of the inner packaging* and the damaged or defective product
- *A photo of the invoice slip* found inside the package

This proof protects the customer as much as it helps us resolve things faster.

How to Raise a Concern

- Contact us within *72 hours of delivery*. No disputes post 72hours will be entertained. 
- For package marked as wrongly delivered, dispute must be raised within 48hours. Post 48hours, we would not be able to help with this dispute. 
- Email: contact@eatbreathesmile.com
- WhatsApp: +91 77009 01369
- Share all required proof along with the order details
- Requests raised after 72 hours will not be accepted for product disputes

Replacements and Missing Items

- Only the damaged or defective item will be replaced. Refunds will not be issued for damaged products.
- If an item is missing from the order, the missing product will be dispatched. A refund will not be applicable in this case.
- Replacements will not be accepted if the product has been used, the seal has been broken, or the serial number has been tampered with.
- Once we receive the returned product, we will inspect it and verify the claim. If approved, a replacement will be issued. If it does not qualify, we will inform the customer and no further action will be taken.

Refunds

- Refunds are applicable only in cases where a replacement is not possible and the claim has been verified and approved by our team.
- Approved refunds will be credited back to the original payment source (debit/credit card, bank account, wallet, etc.) within *7 working days* of us receiving the product back in non-damaged condition.

Order Cancellations

- Orders can be cancelled only before dispatch.
- Once an order has been dispatched, it cannot be cancelled until it is returned back to us.
- A *15% cancellation charge* applies to all cancellations, including pre-dispatch cancellations and RTO cases.
- To request a cancellation, please contact us immediately at contact@eatbreathesmile.com or WhatsApp +91 77009 01369.

Incomplete or Incorrect Address

- The delivery address provided at the time of placing the order is entirely the customer's responsibility.
- If the address is deemed incomplete or incorrect by the logistics system, EBS will reach out via WhatsApp and email up to 3 times.
- If there is no response after 3 attempts, the order will be put on hold until the customer reaches out to us.
- Refunds will not be applicable for orders held or delayed due to address issues.
- EBS cannot be held responsible for failed or delayed delivery if the address provided is incorrect or incomplete.

Non-Delivery (NDR)

Sometimes a delivery attempt may fail due to reasons outside our control. Here is what happens:

- EBS will notify the customer via WhatsApp and email.
- A maximum of 3 delivery attempts will be made, each within 72 working hours of the previous attempt. This is automated through ShipRocket, our logistics partner.
- EBS can trigger a reattempt but cannot schedule a specific date. The customer may be able to reschedule directly through the logistics partner.
- Once dispatched, delivery details such as contact number, pincode, or address cannot be changed.
- If all 3 attempts fail and the address provided is incorrect or incomplete, the parcel will be returned to us. If the customer wishes to have it reshipped, the freight charges will need to be borne by the customer.
- If the customer wishes to cancel instead, a 15% cancellation charge will apply and the balance will be refunded.
- NDR-related delays will not be considered grounds for a refund.

OTP Verified Deliveries

Most orders are OTP verified at the time of delivery. This is a security protocol set by ShipRocket and is in place for the customer's safety. If an OTP cannot be provided at the time of delivery for any reason, the order may be marked as RTO and returned to us. Reshipping charges in such cases will be borne by the customer. If the customer wishes to cancel, a 15% cancellation charge will apply.

International Orders

- All customs duties and import taxes applicable in the destination country are to be borne by the customer.
- The logistics provider will notify the customer via email or phone regarding any customs requirements.
- EBS is not responsible for delays or additional charges arising from customs clearance.

COD (Cash on Delivery)

Cash on Delivery is not available. All orders must be prepaid.

For any questions, please write to us at contact@eatbreathesmile.com or WhatsApp us at +91 77009 01369. We are happy to help.