We want you to love your experience with Epokplay, and we are committed to ensuring your satisfaction. Please review our return policy below:

Scenario 1: Customer Dissatisfaction

If you are not satisfied with your purchase for any reason, you may return the product to us under the following conditions:

• Return Shipping Costs: Customers are responsible for covering the shipping costs to return the item.
• Return Eligibility: The item must be returned in its original condition, including all parts and packaging.
• Refund Process: Once we receive and inspect the returned item, we will issue a full refund to your original payment method.

Scenario 2: Defective Items

If you received a defective product, we sincerely apologize for the inconvenience. Here’s how we’ll resolve the issue:

• Report the Issue: Contact us within 14 days of receiving the item to report the defect. Please provide photos or videos of the defect to expedite the process.
• Return Shipping Costs: For defective items, we will cover the cost of return shipping or provide a prepaid return label.
• Replacement or Refund: Once we confirm the defect, you can choose between a replacement item (subject to availability) or a full refund issued to your original payment method.

Scenario 3: Exchanges

If you wish to exchange your item for a different design or variation, you may do so under the following conditions:

• Exchange Eligibility: The item must be returned in its original condition, including all parts and packaging.
• Shipping Costs: Customers are responsible for return shipping costs for exchanges unless the exchange is due to a defect.
• Processing: Once we receive the returned item, we will process the exchange and ship the replacement item.

Scenario 4: Damaged Items During Shipping

If your product arrives damaged due to shipping, we will resolve the issue promptly:

• Report the Damage: Contact us within 7 days of receiving the item. Please include photos of the damaged packaging and product.
• Resolution: We will send a replacement item at no additional cost or issue a full refund, depending on your preference.

Scenario 5: Wrong Item Sent

If you receive an incorrect item, we apologize for the error:

• Report the Issue: Contact us within 14 days of receiving the incorrect item.
• Resolution: We will cover the cost of return shipping and send the correct item at no additional cost.

Scenario 6: Non-Returnable Items

The following items are non-returnable:

• Products that are customized or personalized.
• Items that are heavily used, damaged, or missing components.

Scenario 7: Partial Refunds

Partial refunds may be issued under the following circumstances:

• Items returned with missing components or significant wear and tear.
• Refunds will be calculated based on the condition of the returned item.

Scenario 8: Bulk Orders or Business Purchases

For bulk orders or business purchases, returns and refunds will be handled on a case-by-case basis. Please contact our support team for assistance.

How to Initiate a Return

1. Email our customer service team at [email protected] with your order number and details about the return.
2. Package the item securely to prevent any damage during transit. Ensure all original parts and packaging are included.
3. Our team will provide a return shipping label (if applicable) or instructions for arranging your return shipment.
4. Drop off the package at your nearest shipping location and retain the tracking information for your records.
5. Once we receive and inspect the returned item, we will process your refund, replacement, or exchange as applicable.

Additional Notes

• All returns must be initiated within 30 days of delivery, except in cases covered by our warranty.
• Refunds will be processed within 5-7 business days after we receive and inspect the returned product.