Refund policy

 

Returns

Didn’t love what you ordered? Our store is happy to accept online returns within 30 days of your delivery date for a full refund, exchange for an item of equal value, or store credit. After the 30-day return period, orders are not eligible for a refund or exchange. Items must be returned in new, undamaged and clean condition. Customer will pay for return shipping cost. If a product was damaged during shipping or other issues upon receiving the product, customer may be responsible for return shipping costs. This will be determined and communicated before any shipping label is shared with the customer. Return shipping labels are emailed and can be downloaded and printed. Customer is responsible for carefully repackaging each item in original packing material and dropping at specified postal service provider. All orders are subject to a 25% restocking fee. If the product is damaged on the return shipping due to not following repacking instructions the customer will be subjected to a 25% damage free.

To make a return, please email returns@ebbtime.com with your order number. We’ll help you process your return and provide a free shipping label for your purchased item. Simply repackage your item in original packaging and drop it off at the specified postal service provider. Once we receive your return, please allow 3-5 business days for processing. If your return is accepted, please allow 3-5 business days for a refund to appear on your original method of payment.

We think you’ll love your order, however if there is a manufacturing defect or shipping issue with your order, we will do our best to make it right. Manufacturing defects will be reviewed by our team. Please be sure to send photos of your concerns. Please note that because wood is a natural product, minor variances can occur. No piece of wood is exactly the same.

Our Guarantee 

We offer a 6 month warranty on all clocks. If a mechanism stops working within 6 months from delivery, we will ship you a new mechanism for free. If you are not comfortable replacing the mechanism yourself, you can bring it to a local clock maker or handyman. Or, you can ship the clock back to us, at your cost, for a replacement. We can provide shipping estimate before you do so.

If the mechanism has never worked since delivery, within 6 months warranty, we will provide a return shipping label for you send back to us to assess and make any adjustments required. If it has never worked and it is past the 6 month warranty, you will be responsible for all cost incurred to fix your clock.

In the rare event that your clock is not functioning properly, please contact us ASAP. We will do our best to fix any issues related to manufacturing defects. The customer is responsible for any costs related to parts or repairs that are not related manufacturing or carrier issues. 

Cancellations

Orders must be cancelled within 2 hours after order placement as processing usually starts same day. If you need to cancel your order please contact us immediately for status on your order.