Terms of service

Refund policy

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same or nearly new, unopened condition. You’ll also need the order number or proof of purchase.

To start a return, contact us at info@ebpackaging.com.au. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

All shipping costs are at the customer expense. We do not cover or reimburse shipping expenses for returned items.  A $25 restocking fee will be deducted from the refund amount for returned item.

You can always contact us for any return questions at info@ebpackaging.com.au.

 

Cancelling or Modifying Order

Our goal is to get your order shipped as soon as possible. If you would like to cancel or modify an order, you will need to contact us ASAP.

Please note that once your order has been processed or dispatched, we are unable to cancel or modify the order.

Therefore, it is important to reach out to us at the earliest opportunity to request any changes or cancellations before this stage.

 

Damages and issues

In the event that you receive an item that is defective, damaged, or incorrect, we kindly ask you to contact us immediately upon receipt.

We highly encourage you to provide us with relevant photos as reference when reporting the issue.

This will enable us to promptly assess the situation and take the necessary actions to address and resolve the problem to your satisfaction.

We are unable to process claims for orders older than 2 months (60 days), as tracking and verifying issues beyond this timeframe becomes challenging. To ensure a smooth resolution, please inspect your items upon delivery and report any concerns to us as soon as possible.

 

Exceptions / non-returnable items

Please note that certain items are not eligible for returns. We are unable to accept returns for on sale items, wholesale items. Kindly understand that these specific items are considered non-returnable and non-refundable.

 

Exchanges

To start a exchange, contact us at 02 8750 5347 or info@ebpackaging.com.au first.

If we confirm that we have the item you want in stock,  you may come to our warehouse to do the exchange directly which would be the fastest way to get what you want.

If you are unable to visit us, once the return is accepted, make a separate purchase for the new item.

 

Parcel Delivery and Customer Pickup

We highly recommend picking up your items directly from our warehouse for the fastest and most reliable order fulfillment.

For shipped orders, we use Australia Post (AusPost) and other couriers as our designated delivery service providers. Delivery times and policies vary depending on the courier.

For more details, please refer to the respective courier’s delivery policy. Once a parcel has been handed over to AusPost or another courier, redelivery through a different service will not be available.

It is the customer’s responsibility to ensure timely pickup of their parcel from the designated collection point. Customers must make appropriate arrangements to collect their parcel within the specified time frame set by AusPost or the respective courier.

Failure to do so may result in:

Additional storage or redelivery fees imposed by the courier. 

The parcel being returned to us, in which case our standard return policy will apply. 

If the order is delivered by our own courier, our drivers are equipped to deliver only to the front entrance of single-level houses with flat driveways. For challenging sites, the driver will need assistance from trades or customers to move products. Our couriers are not equipped to provide upstairs deliveries, such as to an apartment. If you are unable to collect your order from the designated delivery point, we will arrange for delivery through Auspost or other couriers.

For any delivery-related inquiries, please contact our support team at info@ebpackaging.com.au

Payment & Address Details

To ensure timely delivery, it is important to provide the correct delivery address.

If you opt for payment via Bank Deposit, please be aware that the payment will NOT be automatically cleared by the system.

Kindly use your Order Number as the payment reference and send the BANK receipt to info@ebpackaging.com.au once the transfer is completed.

This will enable us to promptly verify and process your payment.

Your order will be dispatched once the payment has been cleared.

Please note that we cannot be held responsible for any shipping delays caused by incorrect information or uncleared payments.

Please ensure that you review and adhere to these guidelines to ensure a smooth and timely receipt of your parcels.