Return & Refund

Can I change or cancel my order?

Once an order is placed, our processing department works swiftly to ensure prompt delivery. Regrettably, we are unable to accommodate changes or cancellations once an order has been submitted. We apologise for any inconvenience this may cause and appreciate your understanding of our efficient processing procedures.

What if I don’t like it?

You have 14 days from receiving your order in which to return it. Please send us an email to service@epoex.com within 14 days of receiving your order, and we’ll let you know how to return it. Once we receive your return, we will check the condition of the item(s) and refund you. Please be aware that you are responsible for covering the return shipping cost.

For items returned to us, we ask that:

You keep the boxes and packaging that the items came in; in brand new condition.
The item(s) are returned in their original condition including the order number and the returns form provided.
You’ve emailed us at: service@epoex.com to process your return within 14 days of your Payment Confirmation.
You are responsible for covering the cost of returns.

* Please note that frozen products & products under the clearance section are non-returnable or refundable.

What if the item’s damaged when it arrives, or I was sent the wrong item?

If your item is damaged upon delivery, you must notify us within 24 hours. If you fail to do so, we will not be able to issue you a refund. Please attach a photograph of the damage so our team can assess the complaint.

If we’ve missed something or sent you the wrong item, just let us know within 14 days.

Our team will assess your complaint and let you know the next steps. We’ll either give you a full refund, arrange for a repair, or send you a replacement.

Please send us an email to service@epoex.com within 14 days of receiving your order.

The product to be returned needs to be disassembled and repackaged if applicable.

What if I miss my delivery?

It is up to the customer to schedule a redelivery with their selected provider. Please use your tracking number on your selected carriers website.

How much do returns cost?

If you need to return an item because it’s faulty, or because of something we’ve done wrong, we won’t charge you for the return/collection. But if you’re returning an item because you’ve changed your mind, you’ll need to pay the cost to send it back to us.

If you return your whole order, we’ll give you a full refund of the items, however you have to cover the cost of postage.

If you only return some of your order, we’ll refund those items, however, you have to cover the cost of postage.

*Please note that for extra large item(s) (more than 1m) there may be additional shipping and return cost(s) therefore, please send us an email to service@epoex.com within 14 days of receiving your order and we will confirm all associated costs.

Failed Delivery and Returned Parcels

If your parcel is returned to us due to reasons such as an incorrect address, the recipient not being available at home, refused delivery or you failed to collect from our delivery partner, a surcharge of £8.95 will apply. This will be deducted from any refund due in addition to any return or collection costs.

How long will my refund take?

For security reasons, we can only make refunds to the original payment method you used to place your order.*

The refund will be processed within 3 working days and reach your account within 30 days.**

* Terms differ between bank and card companies. Customers can see their refund policy on the T&Cs they have with their banks.

** Typically within 3-7 working days, but it may take up to 30 days. Customers can see their refund policy on the T&Cs they have with their banks.

***You are requested to cover the shipping cost for returned items.

EPOEX LIMITED reserves the right to amend these terms and conditions at any time.