We will give you a refund of the price difference if the selling price of a product on our website is found to be lower than the selling price of the product at the time of purchase within 30 days after the order is placed.
We promise to process the refund within 2 days after the returned item arrives at our warehouse and was inspected to qualify for our general return or defective return situations listed before. You are expected to receive the refund 5-7 business days after we process it.
For a general return, we will deduct 20% of your total refund amount for the reason of return shipping costs and the loss caused to us as a vendor, which means only 80% of your total refund will be sent back to your account. For a defective return, we will bear the return shipping cost and a full refund will be sent back to your account.
FAQs
1. Which items are eligible for a return?
Most items can be returned within the stated time frame for a refund.
To qualify for a general return, the item:
Must be in resalable condition
Must be free from scratches and/or defects
Must not have been installed
Must be in the original manufacturer’s box and packaging and be free of writing
Must not be missing pieces
2. How do I send my return?
We recommend using the packaging from the original shipment. Within 30 days of receiving the goods, please contact our customer service team (sales@westbeverlybath.com) and we will provide free service; outside of 30 days of receiving the goods, you can also contact our customer service team if it is due to product quality issues.
3. How do I cancel an order?
Because our orders process quickly, there is a very short period of time in which an order can be canceled may be possible to request a cancellation before an order ships by contacting our customer service team.
For refused shipments, damaged shipments, and freight claims filed within 2 business days of receipt, a credit will be issued as soon as possible. However, please allow 5 to 10 business days to complete processing.
4. My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim?
If you notice damage after delivery (concealed damage), you can contact our customer service team. Please provide as much detail as possible about the damage. You will be requested to upload at least 3 photographs to show the damage. We promise to provide solutions and settle down the issue as soon as possible.
We will be able to help with any complaints of damages, including visible or material defects after the product has been installed or altered.
5. I did not receive all my products. What do I do?
There are occasions when an order is shipped from multiple locations and will arrive at different times. In the event that all material is not delivered, please contact our customer service team.
6. My purchase was lost in transit, what should I do?
In case of a lost shipment, please contact our customer service team as soon as possible for assistance.
7. Who will pay for the return?
If the return is due to product quality, Empava will pay for it; if the return is due to the customer's personal preference, the customer will pay the cost.
