Eddiebauen Refund Policy

At Eddiebauen, we want you to feel confident choosing gear for your adventures—even if things don’t work out. This Refund Policy outlines when you’re eligible for a refund, how to request one, and when you’ll get your money back, all designed to keep your focus on your journey, not paperwork.

1. Eligibility: When You Can Request a Refund

We offer refunds for the following scenarios, provided you meet the stated conditions (consistent with our Customer Service and Shipping Policies):

Refund Scenario	Eligibility Requirements
Order Cancellation	Cancel before your order ships (order status = “Processing”); for shipped orders, cancel by refusing delivery or returning the package (per Section 3).
Post-Delivery Return	Return unused, unworn products (original tags/packaging intact, no damage) within 30 days of delivery.
Defective/Damaged Products	Report manufacturing defects (e.g., broken zippers) or shipping damage within 10 days of delivery (photos of the issue required).
Missing/Incorrect Items	Notify us of missing or wrong items within 5 days of delivery (photos of received items/receipt required).
Lost/Stolen Packages	Tracking shows “Delivered” but you haven’t received the order (notify us within 3 domestic/5 international business days) or package is confirmed lost by the carrier.

Exceptions (No Refunds)

Customized products (e.g., monogrammed gear) unless defective.
Used/worn products (unless damage is from manufacturing defects).
Products returned after 30 days of delivery (we may offer store credit instead, at our discretion).
International orders returned due to unpaid customs fees (refund minus original shipping and carrier return fees).

2. How to Request a Refund: 3 Simple Steps

We’ve streamlined the process to get your money back fast—no complicated forms:

Step 1: Initiate the Request

Email: [[email protected]] (subject line: “Refund Request – [Your Order Number]”)
Account Message: Log into your Eddiebauen account → “My Orders” → Select the order → “Request Refund”
Required Info: Order number, product name(s), reason for refund (e.g., “Defective hiking boot zipper”), and photos (if applicable: damaged items, missing products).

Step 2: Get Confirmation & Next Steps

We’ll respond within 1 business day with:

A refund confirmation (if your request is approved) and a pre-paid return label (for post-delivery returns, domestic orders only).
Follow-up questions (if we need more info, e.g., clearer photos of defects).

Step 3: Complete Return (If Needed)

For post-delivery returns or refused shipped orders:

Use the pre-paid label to send the item(s) back (we’ll cover return shipping for domestic orders; international returns require you to pay shipping).
We’ll notify you once we receive and inspect the package (typically 2–3 business days after delivery to our warehouse).

3. Refund Timelines: When You’ll Get Your Money Back

Refund processing time depends on the scenario and your payment method—we’ll always aim to speed things up, especially if you have an upcoming adventure:

Scenario	Processing Time	Refund Method
Cancelled Unshipped Orders	1–2 business days	Original payment method (e.g., credit card, PayPal)
Returned Packages (Domestic)	5–7 business days after we receive the item	Original payment method
Returned Packages (International)	7–10 business days after we receive the item	Original payment method
Defective/Damaged Items	3–5 business days after we verify the issue	Original payment method (or free replacement, if you prefer)
Lost/Stolen Packages	5–7 business days after carrier confirms loss	Original payment method (full refund, including shipping costs)

Note on Payment Methods

Credit/Debit Cards: Refunds appear in your account within 3–5 business days of processing (varies by bank).
PayPal: Refunds post to your PayPal balance within 24–48 hours of processing.
Gift Cards: Refunds are issued as store credit to your Eddiebauen account (immediate after processing).

4. Refund Amount: What You’ll Get Back

We’re transparent about how much you’ll receive—no hidden deductions:

Scenario	Refund Amount
Cancelled Unshipped Orders	Full order total (including shipping costs, if any).
Post-Delivery Returns	Full product price (minus original shipping costs; free shipping orders have no deduction).
Defective/Damaged Items	Full order total (including shipping costs) + free return shipping (domestic).
Missing/Incorrect Items	Full price of the missing/wrong item(s) (no shipping deductions).
Lost/Stolen Packages	Full order total (including shipping costs) + no extra fees.

Example

If you ordered a $100 hiking jacket with $5.99 standard shipping (total $105.99) and return it unused within 30 days:

Refund amount = $100 (product price) → $5.99 shipping is not refunded (unless the jacket was defective).

5. Refund Status: Track Your Request

You don’t have to guess when your refund will arrive—we keep you updated at every step:

Confirmation Email: Sent when your refund request is approved (includes an estimated processing time).
Processing Update: Sent when we’ve initiated the refund to your payment method (includes a reference number, if provided by your bank/PayPal).
Account Check: Log into your Eddiebauen account → “My Orders” → “Refund History” to view status (e.g., “Approved,” “Processed,” “Completed”).

If your refund is delayed beyond the stated timeline: Contact us at [[email protected]] with your order number and refund reference—we’ll follow up with your payment provider.

6. Special Cases: Adventure-Focused Flexibility

We know adventure plans can change fast—so we offer extra flexibility for urgent situations:

Upcoming Trips: If you need a refund quickly for a last-minute adventure (e.g., returning gear to buy a different size before a hike), note “Urgent Adventure Refund” in your request—we’ll prioritize processing within 24 hours.
Multiple Items: If you’re returning part of an order (e.g., 1 jacket from a 3-item order), we’ll refund only the price of the returned item(s) (no impact on the rest of your order).
Store Credit Option: If you’d prefer store credit instead of a cash refund (e.g., to reorder a different product), let us know—we’ll issue credit immediately (no processing wait).

7. Need Help With Refunds?

If you have questions about eligibility, status, or the process—contact our Refund Support Team:

Email: [[email protected]] (subject line: “Refund Help – [Your Order Number]”)
Response Time: 1 business day (priority for urgent adventure requests).

At Eddiebauen, we believe refunds should be as smooth as your best adventure. We’ll work with you to resolve issues fast, so you can get back to planning your next journey.