Refund and Dispute Policy

1. Introduction

This Refund and Dispute Policy applies to Ebana Holdings LLC, a Limited Liability Company registered in the State of Wyoming, United States. This policy governs refunds and dispute resolution for purchases made through our portfolio of direct-to-consumer e-commerce brands specializing in women's natural health, wellness products, and informational resources.

2. Holding Company Structure

Ebana Holdings LLC operates as a holding company. Individual transactions are conducted by our portfolio brands, each operating under separate trade names (DBAs) with independent:

• Merchant processing accounts
• Customer service operations
• Refund processing procedures
• Dispute resolution protocols
• Financial and operational systems

Each portfolio brand is independently responsible for processing refunds and resolving disputes related to its products and services. As a holding company, Ebana Holdings LLC has limited direct involvement in individual transaction disputes, though we maintain oversight to ensure our brands operate ethically and in compliance with applicable laws.

3. Refund Policy Framework

3.1 Brand-Specific Refund Policies

Each portfolio brand maintains its own specific refund policy based on:

• Product type and category
• Business model (one-time purchase, subscription, digital products)
• Regulatory requirements
• Industry standards

Specific refund terms will be clearly disclosed by each brand:

• On the brand's website (typically in footer links)
• During the checkout process
• In order confirmation emails
• In terms of sale or terms of service

3.2 General Refund Framework

While specific terms vary by brand, our portfolio brands generally adhere to the following refund principles:

3.3 Refund Methods

Refunds are typically issued via the original payment method used for purchase:

• Credit card refunds: 5-10 business days after processing
• PayPal refunds: 3-5 business days after processing
• Bank transfer/ACH refunds: 5-10 business days after processing
• Alternative payment methods: as specified by the payment processor

3.4 Partial Refunds

Partial refunds may be issued in the following circumstances:

• Products returned without all original components or packaging
• Products showing signs of use or damage not caused by defect
• Subscription cancellations mid-billing cycle (prorated)
• Volume or bulk orders with partial fulfillment issues
• As settlement for disputes or customer service resolutions

3.5 Refund Processing Time

Once a return is received and inspected, or a refund is otherwise authorized:

• Refunds are typically processed within 5-14 business days
• Email confirmation will be sent when the refund is processed
• Allow an additional 5-10 business days for the refund to appear in your account
• Processing times may vary by brand, product type, and payment method

4. Chargebacks and Payment Disputes

4.1 Contacting the Brand First

4.2 Chargeback Process

If you initiate a chargeback or payment dispute:

1. Brand Notification: The portfolio brand will be notified by its payment processor
2. Evidence Submission: The brand will submit evidence of the transaction, delivery, and compliance with policies
3. Investigation: The payment processor or card issuer will investigate
4. Resolution: A decision will be made by the payment processor or card issuer
5. Account Action: Depending on the outcome, your account may be restricted or terminated

4.3 Fraudulent Chargebacks

Fraudulent chargebacks (also known as "friendly fraud") occur when a customer disputes a legitimate charge. This includes:

• Claiming non-receipt of products that were delivered
• Disputing charges after consuming or using products
• Claiming unauthorized use of a card that was actually authorized
• Requesting a chargeback after receiving a refund through other means

Fraudulent chargebacks are a serious matter. Our portfolio brands may:

• Report fraudulent chargebacks to credit bureaus and fraud prevention databases
• Pursue legal action to recover losses, fees, and damages
• Share information with other merchants to prevent future fraud
• Refuse all future transactions from the customer

4.4 Chargeback Fees

Chargebacks cost our portfolio brands substantial fees (typically $15-$100 per chargeback) imposed by payment processors. If a chargeback is initiated and later determined to be invalid or fraudulent, we reserve the right to pursue recovery of chargeback fees and associated costs.

5. Dispute Resolution Process

5.1 Internal Dispute Resolution

For any dispute, concern, or complaint regarding a purchase from one of our portfolio brands, we encourage the following resolution process:

5.2 Good Faith Requirement

Both parties agree to approach dispute resolution in good faith, making reasonable efforts to resolve issues amicably before pursuing formal legal action or chargebacks.

5.3 Documentation

When disputing a charge or requesting a refund, please provide:

• Order number and date of purchase
• Description of the product or service
• Detailed explanation of the issue
• Supporting documentation (photos of defective products, shipping tracking, email correspondence, etc.)
• Desired resolution

6. Contact Information