Return, Refund and Exchange Policy

Last Updated: July 21, 2026

At EpicMart, customer satisfaction is important to us. This Return, Refund and Exchange Policy explains when a product may be returned, replaced, exchanged, or refunded.

Customers should read this policy before placing an order.

1. Return Request Period

A return, replacement, or exchange request must be submitted within 7 calendar days of receiving the order.

Requests submitted after this period may not be accepted unless the product is covered by a manufacturer warranty or applicable law.

2. Eligible Returns

A return, replacement, or exchange may be approved when:

• The delivered product is damaged
• The product is defective
• The wrong product was delivered
• The product is significantly different from its website description
• An item or essential accessory is missing from the package
• The product was damaged before or during delivery

All claims are subject to verification by EpicMart.

3. Change-of-Mind Returns

Change-of-mind returns may only be accepted at EpicMart’s discretion.

To qualify, the product must:

• Be unused and unwashed
• Be in resalable condition
• Have all tags, seals, manuals, accessories, and gifts included
• Be returned in its original packaging
• Show no sign of installation, activation, damage, alteration, or misuse
• Include proof of purchase or the relevant order number

Return courier charges for approved change-of-mind cases will be paid by the customer.

Original shipping charges are non-refundable for change-of-mind returns.

4. Damaged, Defective, Wrong or Missing Products

Customers should inspect their parcel immediately after delivery.

For a damaged, defective, wrong, or incomplete order, contact us within 48 hours of delivery and provide:

• Order number
• Customer name and phone number
• Description of the issue
• Clear photographs of the product
• Photographs of the parcel and shipping label
• A complete unboxing video, where reasonably available

The unboxing video should begin before the parcel is opened and clearly show the shipping label, sealed package, product, accessories, and reported issue.

Failure to provide reasonable evidence may make it difficult for us to verify the claim.

5. Non-Returnable Products

Unless faulty, damaged, wrongly supplied, or otherwise required by applicable law, the following products may not be returned or exchanged:

• Used, installed, activated, or altered products
• Products with broken seals or damaged packaging
• Personal-care, hygiene, grooming, or health-related products
• Undergarments or intimate products
• Cosmetics, fragrances, and beauty products
• Food, beverages, supplements, or perishable goods
• Customized or personalized products
• Digital products, downloads, gift cards, or software licences
• Clearance or final-sale products
• Products missing accessories, manuals, warranty cards, tags, or original packaging
• Products damaged due to misuse, negligence, power fluctuation, improper installation, or unauthorized repair
• Products with serial numbers, IMEI numbers, labels, or warranty seals removed or altered

6. Return Approval Process

Customers must contact EpicMart before sending a product back.

Products returned without prior approval may be refused.

After receiving a request, EpicMart may:

1. Request additional information or evidence;
2. Provide troubleshooting assistance;
3. Approve a return, replacement, exchange, repair, or refund;
4. Provide return instructions and an address;
5. Inspect the returned product before making a final decision.

Approval of a return request does not automatically guarantee a refund. The returned product must first pass inspection.

7. Return Shipping Charges

EpicMart will normally cover reasonable return delivery charges when:

• The wrong product was delivered;
• The product arrived damaged;
• The product has a verified manufacturing defect; or
• The issue resulted from an error by EpicMart.

The customer will normally pay return and re-delivery charges when:

• The customer changed their mind;
• An incorrect size, colour, model, quantity, or address was selected by the customer;
• The customer refused delivery without a valid product-related reason;
• The customer provided incomplete or incorrect delivery information.

Do not send a parcel on a cash-on-delivery basis unless specifically instructed by EpicMart.

8. Inspection and Resolution

After receiving the returned product, our team will inspect it.

Depending on availability and the nature of the issue, we may offer:

• Replacement with the same product
• Exchange with another product
• Repair under applicable warranty
• Store credit
• Partial refund
• Full refund

EpicMart may reject or reduce a refund where the product has been used, damaged, altered, or returned with missing parts.

9. Refund Processing

Approved refunds will normally be initiated within 7 to 10 business days after the returned product has been received and inspected.

Refunds will generally be issued through:

• The original online payment method
• Bank transfer
• Mobile wallet
• Store credit
• Another mutually agreed method

Processing time after initiation may depend on the customer’s bank, card issuer, wallet provider, or payment gateway.

Cash-on-delivery refunds cannot be paid in cash by the courier. The customer may be required to provide verified bank account or mobile wallet details.

10. Shipping Charges and Deductions

Original shipping charges are non-refundable unless:

• The wrong product was delivered;
• The product was damaged or defective upon delivery; or
• The return resulted from an error by EpicMart.

Any payment gateway, banking, courier, or handling deductions that are legally non-refundable may be deducted from the refund where applicable and where the issue was not caused by EpicMart.

11. Order Cancellation

Customers may request cancellation before the order is dispatched.

Once an order has been packed, handed to the courier, or dispatched, cancellation may not be possible.

EpicMart may cancel an order where:

• The product is unavailable;
• The price or product information contained an obvious error;
• Payment could not be verified;
• Customer information is incomplete or incorrect;
• The delivery location is not serviceable;
• Fraudulent or suspicious activity is detected;
• The customer repeatedly refuses confirmed orders.

Where payment has already been received for a cancelled order, an applicable refund will be processed.

12. Warranty Claims

Some products may include a manufacturer, distributor, or brand warranty.

Warranty terms, repair timelines, service centres, and exclusions are determined by the relevant manufacturer or warranty provider.

EpicMart may assist customers with a warranty claim but does not independently extend the manufacturer’s warranty unless expressly stated on the product page.

13. Contact for Returns

To request a return, replacement, exchange, or refund, contact:

Email: [insert support email]
Phone/WhatsApp: [insert phone number]
Return Address: [insert return address]

Please do not send any product to the return address before receiving approval.