Last Updated: August 25, 2024

At EbunBox, we take immense pride in curating and delivering thoughtful, personalized gift experiences. Due to the highly customized nature of our service, our policies are designed to be fair to our customers while supporting the unique framework of our business.

1. Our Policy: Experiences, Not Just Products

Because EbunBox operates as a personalized gifting concierge involving custom sourcing, curation, bespoke packaging, and delivery management, we generally do not accept returns or offer refunds for change of mind or circumstances once the curation and sourcing process has begun.

However, we are 100% committed to your satisfaction. If there is an issue with your order, we will work with you to find a fair and reasonable resolution.

2. Eligibility for Refunds or Resolutions

Damaged or Incorrect Items
If the gift you receive is damaged, incorrect, or not as described, you must contact us within 24 hours of delivery. Please email us at wecare@ebunbox.com with your order number and photos or video of the issue. We will arrange for a replacement, redelivery of the correct item, or issue a store credit for a future gift, depending on the situation and availability.

Delivery Failure
If a gift fails to be delivered due to an error on our part, we will either redeliver the gift at no cost to you or provide a full refund.

Exceptions (Unforeseen Circumstances)
If you need to cancel a gift that has been scheduled for a future date, you must contact us immediately. We may be able to stop the process and issue a full or partial store credit, depending on how far along we are in the sourcing and curation process.

Cancellation before curation or sourcing begins: Full store credit.
Cancellation after sourcing has begun: Partial store credit, minus any costs we have incurred.
Cancellation after packaging or shipping: Not eligible for credit or refund.

3. What Is Not Eligible for Refund

Change of Mind:
We cannot accept returns or offer refunds simply because you or the recipient changed your mind.
Recipient’s Unavailability:
If the recipient is not available to receive the gift, and the gift is consequently left unattended or returned to us, we are not liable. Redelivery will be at the customer’s expense.
Incorrect Address Provided by Customer:
It is the customer’s responsibility to provide the correct shipping address. We are not liable for gifts shipped to an address provided incorrectly by the customer. We may attempt to redeliver at the customer’s expense.
Perfectly Delivered, Personalized Gifts:
Any gift that has been successfully delivered as described and was personalized or curated based on the information you provided is not eligible for a return or refund.

4. How to Initiate a Resolution

To request a resolution for an eligible issue, please contact our concierge team within 24 hours of delivery:

Email us at: wecare@ebunbox.com
Call us at: 651 314 9560

Please include your name, order number, and a detailed description of the issue, along with photographs if applicable.

5. Resolution Process

Once we receive your request, we will investigate the issue with our curation and logistics team and respond within 3 business days. Our goal is to ensure you and your recipient have a perfect gifting experience, and we will propose a fair solution, which may include:

Redelivery of the correct or replacement gift.
Issuance of a store credit for future use.
A partial or full refund to the original payment method.

A Final Note

Our mission is to make gifting thoughtful and easy. This policy is in place to protect the custom work we do for every client. We promise to treat every situation with the care and attention to detail that we put into our gifts.

EbunBox: Curated. Personal. Memorable.