Updated After-Sales Policy
Announcements

Important Announcement: Updated After-Sales Policy & Green Shipping Protection

by zxz on Mar 25, 2024

Recently, we've been deeply touched by the concerns expressed by our valued customers regarding our previous return policy, specifically the 7-day, no-reason return window. We understand that this policy may have caused uncertainty and concern for some of you, and we sincerely apologize. We have carefully considered every aspect of our customer service policy to ensure that it aligns with our core values of transparency, fairness, and customer satisfaction. Our goal is not only to meet your expectations, but to exceed them, giving you happy and confidence in every purchase you make with Epomaker.

*Our 15-day & 30-day warranty applies only to the following countries Canada, United States, Netherlands, Poland, United Kingdom, Czech Republic, Australia, Brazil, Saudi Arabia, Spain, Ukraine, France, Mexico, Italy, Chile, South Korea, Japan, Switzerland, United Arab Emirates, Portugal, Israel, Russia, Belgium and Germany. Customers in other countries may incur additional fees for warranty service.

🍀 Secure Your Orders with Green Shipping Protection


Experience worry-free shopping with Epomaker's Green Shipping Protection powered by Seel! This innovative feature offers a one-click solution to protect your orders and make you worry-free during the shipping process.

At checkout, customers can easily opt-in to Green Shipping Protection with a single click for a small fee added to their order total. Once activated, the order is immediately protected. With Green Shipping Protection, if the protected order is lost or damaged, simply navigate to our Resolution Center to effortlessly request a reshipment or refund. Rest assured, Seel will cover 100% of the cost of refunds and re-orders, ensuring a hassle-free experience for our customers, while neutralizing your carbon footprint and keeping your items safe in transit.


🔄 15-Day No-Reason Free Return and Exchange Policy:


We understand that purchasing products online can sometimes be daunting, especially when you can't physically touch or test them before buying. That's why, at Epomaker, we're dedicated to ensuring that you feel completely comfortable with your purchase. With our 15-day no-reason free return and exchange policy, you have ample time to try out your new product and decide if it's right for you. For any reason, within the first 15 days of receiving your order, you find that it does not meet your expectations, simply contact our dedicated customer service team at support@epomaker.com with your order number, and we'll provide you with a free shipping label. No questions asked.




🔧 30-Day Free Replacement or Refund Policy for Any Issues:


Your satisfaction is paramount to us at Epomaker, and we want you to feel confident in your purchase. That's why we offer a 30-day free replacement or refund policy for any issues that may arise. Whether it's a defect in manufacturing, a performance problem, or simply not meeting your expectations, we're here to make it right. Within the first 30 days of your purchase, if you encounter any problems with your product, please contact our dedicated customer service team at support@epomaker.com with your order number and a video demonstrating the problem, we'll promptly arrange for a free replacement or provide you with a full refund. Your peace of mind is important to us, and we're committed to ensuring that you're completely satisfied with your Epomaker purchase.


🛡️ 1-Year Warranty Policy:


At Epomaker, we're committed to providing you with products that you can rely on. That's why all Epomaker products come with a comprehensive 1-year warranty. We want you to feel confident in your purchase, knowing that we'll be there to support you if anything goes wrong. Whether it's a manufacturing defect, a malfunction, or any other issue covered under our warranty, you can rest assured that support@epomaker.com will take care of it. Your satisfaction is our priority, and we'll continue to stand behind the quality of our products long after your purchase.


*Protection conditions for orders:
1. Orders placed after March 1, 2024 (including March 1, 2024)
2. Within 30 days of receiving the order
3. Order actual payment amount is between $1 and $999 USD
4. Non-virtual orders (orders requiring shipment)
5. Orders from the 24 countries mentioned above
Each order is eligible for one free local shipping return. In the case of multiple returns for items from the same order, if the buyer chooses to ship them separately, the buyer will be responsible for the shipping charges for the second and subsequent returns. However, if all returned items from the order are approved upon inspection, a refund equal to the value of the goods (the actual amount paid for the returned items) will be provided.
*Again, please note that while our policies strive to accommodate customers worldwide, additional fees may apply for returns or replacements in countries not listed above.

We have listened carefully to your concerns and have made significant improvements to our after-sales procedures. Our enhanced policy now provides you with greater flexibility and peace of mind when it comes to returns, exchanges, and product support. We want you to know that your satisfaction remains our top priority, and we are fully committed to ensuring that you have a positive and hassle-free experience with Epomaker. We are here to ensure that you have a positive shopping experience with us. If you have any questions or need assistance, please do not hesitate to contact our customer service team.

We know that our success is built on the trust you place in us, and we are committed to earning that trust every day. Your concerns have not gone unnoticed, and we are committed to addressing them in a way that reflects our genuine appreciation for your support. As we embark on this journey of improvement, your input is invaluable in helping us identify areas where we can further enhance our services and better meet your needs.

Once again, we extend our sincere gratitude to you for choosing Epomaker. Your trust and support inspire us to continually strive for excellence in everything we do.

2 comments

  • Epomaker Team
    Jul 04, 2024 at 10:21

    Dear Ivan,

    After multiple thorough checks in our system, we were unable to locate any record of your order. It appears that your card was not charged.

    We kindly ask that you double-check your records to confirm this. If you have any additional information or evidence of the charge, please let us know so we can investigate further.

    Thank you for your understanding and cooperation.

    Best regards,
    Epomaker Team

    Reply

  • ivan
    Jul 04, 2024 at 10:15

    Hello, what do I do? I bought the AK820 Pro but I don’t get a receipt from the page and they deducted it from my card

    Reply

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