Returns & Refunds

1. Return Policy by Region

1.1 European Union (EU/EEA) Return Policy

This policy applies exclusively to customers in European Union member countries.

Eligibility and Scope

• Return Window: 14 days from delivery date (statutory right of withdrawal)
• Reason Required: No reason needed - return for any cause
• Product Condition: Must include all accessories and show no signs of use
• Proof of Purchase: Order confirmation email required

Refund Details

Refunds include the product cost and standard shipping fee. Premium shipping surcharges are non-refundable. Return shipping costs (via our label) are deducted from the refund - we'll inform you of the cost beforehand.

Return Process

1. Contact our support center with order details within 14 days
2. Receive return instructions and prepaid label
3. Package items securely in original packaging
4. Ship within 14 days of receiving instructions
5. Refund processed within 5-7 days of receipt

1.2 United States Return Policy

This policy applies solely to customers residing in the United States.

Eligibility and Scope

• Return Window: 14 days from delivery date
• Reason Required: Optional but appreciated for feedback
• Product Condition: Must include all accessories and show no signs of use
• Proof of Purchase: Order confirmation email required

Refund Details

Refunds include the product cost and standard shipping fee. Premium shipping surcharges are non-refundable. Return shipping costs are deducted from the final refund amount.

Return Shipping Options

• Our Label: We provide label, cost deducted from refund
• Your Carrier: $8 restocking fee applies per order

Return-to-Sender Policy

If delivery fails due to incorrect address or no one available to accept:

• Re-ship option: Customer pays second shipping
• Refund option: Product cost only (original shipping non-refundable)

1.3 International Return Policy

This policy applies to customers outside the United States and European Union.

We understand this may be disappointing, but international return logistics and customs complications make it impractical to offer returns outside the US and EU. We encourage international customers to review product details carefully before ordering.

Exceptions

Products that arrive damaged or defective are eligible for replacement or refund. See Section 2 for details.

2. Damaged or Defective Items

2.1 Reporting Damage

If you receive a damaged or defective item:

1. Document damage with photos immediately upon receipt
2. Contact our support center within 48 hours of delivery
3. Do not discard packaging or damaged items
4. We will arrange replacement or refund at no cost to you

2.2 Dead on Arrival (DOA) Policy

Products that do not function upon first use are considered DOA and eligible for:

• Immediate replacement (if in stock)
• Full refund including original shipping
• Expedited shipping for replacement at our cost

For products that develop issues after initial use, please refer to our Limited Hardware Warranty.

3. Refund Processing

3.1 Refund Timeline

Refunds are processed within 5-7 working days after we receive and verify the returned product. The refund is issued to your original payment method.

3.2 Bank Processing Times

After we issue the refund, bank processing times vary:

• Credit/Debit Cards: 5-10 business days
• PayPal: 3-5 business days
• Bank Transfer: 5-15 business days

3.3 Partial Refunds

Partial refunds may be issued for:

• Items returned after the return period
• Items not in original condition
• Items with missing accessories or packaging

3.4 Non-Refundable Items

• Digital products or software licenses
• Items marked as final sale
• Custom or personalized items
• Original shipping costs (except for defective items)
• Customs duties and taxes

4. Additional Terms

4.1 Policy Amendments

This policy is subject to change. The version in effect at the time of your purchase will apply to your return claim. Check this page for the most current version.

4.2 Consumer Protection Rights

EU/EEA Consumers: This policy does not affect your statutory rights under EU consumer protection laws, including:

• 14-day right of withdrawal for distance purchases
• Right to refund for defective goods
• Protection against unfair contract terms

Other Jurisdictions: Your statutory consumer rights under local laws remain unaffected. This policy provides additional contractual rights.

4.3 Anti-Fraud Notice

4.4 Limitation of Liability

EXCEPT WHERE PROHIBITED BY LAW, EPILOGUE'S LIABILITY IS LIMITED TO THE PURCHASE PRICE OF THE PRODUCT. WE ARE NOT LIABLE FOR:

• Data loss or corruption
• Loss of saved data
• Damage to any media used with the product
• Consequential, incidental, or indirect damages
• Lost profits or commercial losses

5. Contact Information

For returns and refund claims:

Support Center: epilogue.co/support
Languages: English (primary), Romanian (available)

Service Center Address:

Important: Always obtain an RMA number before shipping. Packages without RMA numbers may be refused.

6. Severability

If any provision of this Returns & Refunds policy is found to be invalid or unenforceable by a court of competent jurisdiction, such finding shall not affect the validity or enforceability of the remaining provisions, which shall continue in full force and effect. The invalid or unenforceable provision shall be modified to the extent necessary to make it valid and enforceable while preserving the parties' original intent to the greatest extent possible.