Refund policy
RETURNS AND REFUNDS
We hope our products meet your needs and expectations. If you are not satisfied with your purchase, you may request a return or exercise your right of withdrawal in accordance with applicable consumer protection laws.
For orders delivered within the European Union, the Client has the right to withdraw from the purchase within 14 days from the date on which the Client, or a third party designated by the Client, receives the goods, without having to provide a reason.
To exercise the right of withdrawal, the Client must send a clear written request within the applicable 14-day period to info@eastharboursurplus.com, specifying the order number, the items to be returned and their contact details.
After receiving the request, East Harbour Surplus will provide the Client with written confirmation, return instructions, a Return Authorization Number (RAN) and the address of the warehouse to which the goods must be returned.
Items sent back without prior authorization may not be accepted.
CONDITIONS OF RETURN
Returned products must be intact, unworn, unused and undamaged, with all original tags, accessories and informational materials.
Products must be returned in their original packaging. The original packaging is considered an integral part of the product and must not be damaged or altered beyond what is reasonably necessary to inspect the product.
All returned products will be inspected upon receipt. The Client may be held responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
RETURN SHIPPING PROCEDURE AND COSTS
After the return has been authorized, East Harbour Surplus will provide the Client with a return shipping label and the relevant instructions. Unless otherwise expressly agreed, the return will be handled through the courier selected by East Harbour Surplus.
When exercising the right of withdrawal, return shipping costs are borne by the Client. The cost of the return shipping label is determined according to the standard shipping rate applicable to the country of destination of the original order and is equal to the standard outbound shipping cost for that country.
The amount will be communicated to the Client before the return shipping label is issued and will be deducted from the refund.
If East Harbour Surplus authorizes the Client to use their own courier, the Client will bear the shipping cost directly. The Client is responsible for the return shipment until the goods are delivered to our warehouse. We therefore recommend using a tracked and insured shipping service.
REFUNDS
In the event of withdrawal, the refund will include the price of the returned products and any standard outbound delivery costs originally paid by the Client.
Additional costs resulting from the Client’s choice of a delivery method more expensive than the standard delivery option offered by East Harbour Surplus will not be refunded.
The cost of the return shipping label provided by East Harbour Surplus will be deducted from the refund, as described above.
Refunds will be issued using the same payment method used for the original purchase, unless otherwise expressly agreed.
The refund will be processed within the time limits required by applicable law. East Harbour Surplus may withhold the refund until the returned goods have been received or until the Client provides evidence that the goods have been shipped, whichever occurs first.
The time required for the refunded amount to appear may vary depending on the Client’s bank or payment provider.
DEFECTIVE, DAMAGED OR INCORRECT ITEMS
The Client must inspect the order upon receipt and contact East Harbour Surplus promptly if an item is defective, damaged, non-conforming or different from the item ordered.
East Harbour Surplus may request photographs or other information necessary to assess the issue before authorizing the return.
If the product is confirmed to be defective, non-conforming, damaged upon delivery or incorrectly shipped, return shipping costs will not be charged to the Client, without prejudice to the Client’s rights under applicable law.
EXCHANGES
To request an exchange, the Client must contact info@eastharboursurplus.com within 14 days from receipt of the order and provide:
- the order number;
- the product codes of the items to be exchanged;
- the product codes and sizes of the requested replacement items;
- the Client’s name, collection address, telephone number and email address.
Exchanges are subject to product availability. Once the request has been accepted, East Harbour Surplus will provide confirmation and the relevant collection or return instructions.
If the requested replacement product is unavailable, the Client may request a refund in accordance with this policy.
CONTACTS
For return, refund requests, exchanges and general questions please contact:
info@eastharboursurplus.com
