Returns, refunds, and exchanges are all part of doing business as customers may not be satisfied with their orders for a variety of reasons: they arrived damaged, ordered the wrong size, or simply the item didn't meet their expectations, so they'll ask for an exchange or refund.
Below is a basic template for a return policy that can be tailored to suit your business. Simply replace the bold text with your own policy and use the lists as a guide to make sure you don't forget to include any important information:
If you wish to return or exchange your order for any reason, we are here to help! We offer free exchanges or returns within 14 days of receiving your order. You can return your product and get a store credit, a different product, or a refund of the original payment method.
Please note the following exceptions in our exchange and return policy: Here are some examples:
Discounted items are considered non-return sales and cannot be returned or exchanged
Returned items must have the tags attached and must be returned in their original packaging
Returned items must have no visible signs of wear or tear.
To initiate an exchange or return, complete the following steps:
Log in to our online returns portal using your email address and order ID.
Select the products you want to return or exchange from your order.
Print your prepaid shipping label that you'll receive by email.
Send us all items using the label provided.
Products that cannot be put on sale again for hygiene reasons, such as underwear, sanitary products, etc.
Perishable products
Items returned in poor condition
Epamu Return Policies
Regardless of the right of withdrawal described above, Epamu's return policy allows you to return products in case you are not satisfied with your purchase up to 30 days from the date of receipt of the product.
Products must be returned in the same condition in which you received them. Therefore, new products must be returned new, unused, and complete. Second-hand products must not show damage or additional signs of use.
The same exceptions to the right of withdrawal apply to our returns policy. The following products cannot be returned except in the case of defective products:
Products that cannot be returned due to hygienic or health protection reasons if they have been unsealed by you after delivery (e.g. cosmetic products), or that are, after delivery, inseparably mixed with other products;
Products that may deteriorate or expire quickly (e.g. food or perishable products or those subject to expiry dates);
Sealed sound or video recordings or sealed software if they are unsealed by you after delivery;
Goods made to your specifications or clearly customized, specifically including Epamu Handmade products;
A Epamu service if it was provided and you accepted its provision when you requested the service
Digital content (including apps, digital software, e-books, MP3s, etc.) that would not have been delivered on a physical medium (i.e. not contained in media such as CDs or DVDs) if you had consented to the execution at the time of delivery and without it being possible to withdraw from that moment
Daily newspapers, periodicals or magazines with the exception of subscription contracts; and;
Alcoholic beverages whose price has been agreed upon at the time you place your order and which cannot be delivered within 30 days, and whose actual value depends on fluctuations in the market that we cannot control.
Vehicles; object of a long-term lease contract. See the Return a Car help page for more information.
The Gift Vouchers of Epamu.shop they cannot be returned. However, the Gift Vouchers of Epamu.shop that have not been used, may be eligible for a refund. For more information, please contact our Customer Service.
Note: If you are returning an item sold or shipped by Epamu.shop, we will refund the amount of the product as well as the costs of the return. If the item you purchased was not eligible for a free return and you use a postage-paid return label, we will deduct the shipping costs from the total refund amount.
This return policy does not affect your statutory rights as a customer.
Erroneous returns
Please make sure to include the correct and complete product when making a return. To receive a refund, the correct product must be returned.
If you have mistakenly sent the wrong product to Epamu, please contact Customer Service as soon as possible, as Epamu has no obligation to safeguard or store incorrect or erroneous returns. Epamu cannot guarantee that your product will be found and returned, and no compensation is given for incorrect products sent to Epamu.
Defective or damaged products
Defective product
You can claim that a product is defective for three years after the date of receipt of the product for products delivered after January 2022 and for two years after that for products delivered before January 2022. Depending on the date of the complaint and the type of product, there are several options.
Note: If your product is defective, please first refer to the product documentation, e.g. the user guide for troubleshooting suggestions or contact the manufacturer. Under the manufacturer's warranty, the manufacturer usually has the option of repairing the product or replacing individual parts of the product. Epamu will not replace any missing or defective part of the product or provide technical support for the product if it is not the manufacturer.
If you can't resolve the issue with the help of the product documentation, you can file a complaint with Epamu.shop within three years from the date of receipt of the product for products delivered after January 2022 and within the two-year period for products delivered before January 2022, as described below:
30 days from the date of receipt
You can return a defective product within 30 days from the date of receipt of the order through our Online Returns Center. The different solutions to choose from are offered.
Between 30 days and 2 or 3 years from the date of receipt
Technical Support may be able to help you resolve any issues with your item, as outlined on the Get Product Support help page. If your items prove to be defective after Epamu's 30-day return period, Epamu will provide you with the Certified Repair service for suitable defective items. The repair will be performed by the manufacturer or a third-party repair service provider authorized by the manufacturers to repair their products. If we are unable to repair the item, we will send you a replacement, and if the replacement is not available, we will refund the purchase price. Repair is only available for qualifying items sold by Epamu.shop o Epamu Warehouse. Epamu does not accept returns after 30 days of consumable products (e.g. batteries, fuses, ink, light bulbs, etc.) or if the defect is due to accidental damage, deliberate damage, caused by external factors or general wear and tear. For more information, check out our Epamu Certified Repairs page.
For products that are not suitable for repair, our Returns Support Centre can only be used on a limited basis for complaints made after 30 days from the date of receipt. Please contact our Customer Service so that we can help you exercise your warranty claim.
Defective product: 2 or 3 years after the date of receipt
The legal warranty lasts for three years from the date of receipt of the product for products delivered after January 2022 and two years from the date of receipt of the product for products delivered before January 2022. Therefore, we do not accept product returns once this period of time has passed. Contact the manufacturer to try to fix the problem.
Note: when Epamu.shop If you are sent a replacement for a damaged or defective product, you must return the original product within 30 days from the date we confirm your replacement order. If you do not return the original product to us within this 30-day period, Epamu.shop reserves the right to charge the price of the replacement product to the same payment method you used to confirm the order.
Product damaged during shipping
If you receive a product damaged during shipping, please visit our Returns Center to return it within 30 days from the date of receipt of the order or contact our Customer Service. For more information about returns, please see our policies.
Note: For defective or damaged products, purchased from third-party sellers on Epamu Marketplace that have been shipped by the seller, please contact the seller. Please do not return such products directly to Epamu.
Products from Epamu Global Store
Most Epamu Global Store products can be returned within 30 days from the date of receipt. Use the Online Returns Center. We will issue a refund within 14 days and confirm it with an email. You will be able to see it on your bank statement within a maximum of 5-7 working days from the issuance of the refund. In certain circumstances, the refund issuance period may be longer. If the products are incorrect, faulty or damaged, you will be refunded the original shipping costs, as well as the import duty deposit of the returned products, once the return has been processed.
On most Epamu Global Store products, you will be provided with a DHL prepaid return label, which allows you to return the products at any DHL drop-off point located in the territory of Spain. You can find your nearest DHL location at the following link: DHL Drop-Off Point Locations.
You will also have the option to request a prepaid pickup via DHL.
HOW TO FILL OUT A RETURN REQUEST
PRODUCTS OR REFERENCE: Enter the name of the item you wish to return or, if known, search directly by the Epamu code.
ORDER NO.: The app is intuitive and will automatically show you the order history that you can associate the item with. If you have multiple orders for the same item, select the one that corresponds to the issue.
INCIDENCE: Select the type of incident that best suits the reason for your return from the drop-down menu.
DESCRIPTION OF THE INCIDENT: Please indicate in as much detail as possible the defects in the product you wish to return. Descriptions such as "not working" or "not doing its job" that do not clearly indicate the details of the incident will be rejected. You need to provide a clear, detailed and concise description of the defect in the item in order to proceed with your refund.
ADD: press the Add button to include the entry in your draft return.
DUPLICATE: in case more units of the same order have the same problem, you can duplicate the entry using the Duplicate button.
ELIMINATE: in case you want to delete an entry, press the Delete button.
You can edit the draft and add entries until it reaches an amount of €90.00 in merchandise value or the period elapsed from the date of purchase of any of the products exceeds 6 months, at which time you can send the draft using the Send Return Request.
Once the draft has been sent, our SAT (Technical Assistance Service) will review it. If all the descriptions of the incident are in accordance with our general conditions, you will receive notice of the pre-acceptance of your draft. In case the SAT does not accept any description, the draft will be returned to your dashboard and you will receive an email notice so that you can review it and make the necessary modifications or eliminate the unaccepted articles.
You must tell us the exact address where we must collect the goods. By default, your billing address will appear, but you can change it if you wish. Also indicate the number of packages that the courier will collect.
Print the labels and place them on the outside of the packages.
We will proceed to collect the goods without any transport charge to the 24/72 h from the confirmation of the pick-up address and the number of packages. Remember to have the goods ready to deliver them to the courier. If it was not prepared and it had to be passed a second time, we would deduct the value of the shipping costs from the refund of the return.
IMPORTANT:
We remind you that we only accept products that present manufacturing defects or incidents in delivery as long as they have been communicated to Epamu within the times established in the general conditions. The SAT will not accept incidents derived from misuse of the product or those reported after the deadline. Pre-acceptance of the draft does not imply full acceptance of the refund. You will know the amount that will be reimbursed in the final SAT assessment.
For more information about Epamu Global Store, please refer to the Terms and Conditions of Epamu Global Store.
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