Returns & Refunds FAQ
Common questions about returns, refunds, and exchanges for Epilogue products.
3 min read
Quick answers about returns and refunds. For complete terms by region, see the full Returns & Refunds Policy.
Can I return my product?
Return eligibility depends on your location:
- EU customers: 14 days from delivery, any reason
- US customers: 14 days from delivery, any reason
- International customers: Returns not accepted after delivery
Products must be returned in original packaging with all accessories.
How do I start a return?
Contact support within your return window with:
- Your order number
- Product details and quantity
- Reason for return (optional but helpful)
We’ll provide return instructions and address. Proof of purchase is required.
Who pays for return shipping?
EU customers: We provide a prepaid label. Cost is deducted from your refund (we’ll tell you the amount first).
US customers: We provide a return label. Cost is deducted from your refund.
All customers: If you use your own carrier, an $8 restocking fee applies per order.
How much will I be refunded?
Refunds include the product cost and standard shipping fee. If you paid for premium shipping, only the standard portion is refunded. Return shipping costs are deducted from the total.
Note: We cannot refund customs duties or taxes you paid.
When will I get my refund?
Refunds are processed within 5-7 working days after we receive and verify your return. The refund goes to your original payment method. Bank processing times vary:
- Credit/Debit Cards: 5-10 business days
- PayPal: 3-5 business days
- Bank Transfer: 5-15 business days
What if my product is defective?
If your product arrives damaged or doesn’t work:
- Take photos immediately
- Contact support within 48 hours
- Keep all packaging
We’ll arrange a replacement or full refund at no cost to you.
Note: For warranty coverage after initial use, see the Warranty FAQ.
What if delivery failed and the package was returned?
If your package returns due to incorrect address or failed delivery:
- Re-ship option: Pay for a second shipping attempt
- Refund option: Get refund minus original shipping costs
Are there any restocking fees?
No restocking fees when using our return label. If you ship with your own carrier, an $8 processing fee applies.
Products must be in original condition—damaged or incomplete returns may receive partial refunds.
Can I exchange my product?
We don’t offer direct exchanges. To get a different product, return your original item for a refund and place a new order. Contact support if you need help coordinating.
Can I cancel a pre-order?
Yes. Pre-orders can be cancelled at any time before shipment for a full refund. Contact support with your order number to cancel.
For complete return policies by region and detailed terms, see the full Returns & Refunds Policy.
Still need help? Contact our support team
