Returns and Refunds     

 

      Welcome to EPIPHPVC! We specialise in providing you with top-notch service for your custom PVC products and aim to ensure that every customer has an unparalleled shopping experience. In order to fully protect your rights and interests, we have carefully formulated this refund policy.

Returns and Exchanges
Customised and Personalised Goods
       Returns and exchanges are not normally accepted for customised or personalised goods as they are made to your unique requirements. However, if it is due to our mistake (e.g. incorrect production, wrong specifications provided, etc.) or if the product is defective (e.g. material problem, defective workmanship, etc.), we will accept return or exchange requests.

Non-Customised Goods
       For non-customised items, you may request a return or exchange if you find that the item does not meet your expectations or has a quality problem within [7] business days of receiving the item. Merchandise must be in its original condition, including unused, undamaged and fully packaged.

       When you find a problem with the merchandise, please contact us as soon as possible and provide a detailed description of the situation, along with relevant photos or videos (if available). This information helps us to quickly and accurately determine the problem and provide a solution.

Contact Customer Service
      If you wish to initiate a return, please contact our customer service team via our [Contact Us] page. You may choose to contact us by phone, send an email, or use the online customer service feature.

Provide the necessary information
      When communicating with customer service, please provide accurate details such as your order number, date of purchase, product name, specifications, colour and reason for return.

Obtaining a Return Authorisation
      After receiving your request and reviewing the information, our customer service team will provide you with a return authorisation code if the conditions for return are met. Please note that unauthorised returns may not be processed.

Sending back the item(s)
      You will need to return the item(s) to the address provided by us within [10] working days of the authorisation being granted. We recommend that you choose a traceable courier to ensure that the item reaches us safely.

Refunds
Review
      Upon receipt of returned merchandise, we will conduct a detailed review. The review will include whether the goods meet the conditions of return, whether they are intact and undamaged, etc.

Refund Processing
      If the review is approved, the refund will be issued in a few business days according to your original payment method. If you paid by credit card, the refund may take additional time to show up on your statement, depending on your credit card issuer's policy.

Partial Refunds
      If an item is partially defective, such as partially damaged or missing accessories, we will process a partial refund on a case-by-case basis. We will communicate with you and explain the basis for calculating the partial refund.

Initiate an exchange
      If you wish to make an exchange, please follow the return process to contact customer service and obtain an exchange authorisation. When communicating with the customer service, clearly inform the information of the goods you want to replace, including the name, specifications, colours and so on.

Exchange Processing
      After we receive your returned goods and approve them, we will arrange for new goods to be sent out as soon as possible. If the price of the new merchandise is different from the original merchandise, we will deal with the difference accordingly (such as making up the difference or refunding the difference).

Promotional merchandise
      If you purchased an item during a promotional event, such as a sale, buy one get one free, etc., returns or exchanges will be handled according to the rules of the event. In some cases, only the amount you actually paid may be refunded, excluding the value of the gift (if the gift has been used or cannot be returned in its entirety).

Loss of Merchandise Value
      If merchandise has lost value due to your use or improper storage (e.g., minor wear and tear, stains, etc.), we will evaluate whether to accept a return or exchange based on the extent of the loss and determine the appropriate refund amount, if applicable.

Customer Service and Support
      Our customer service team is fully committed to providing you with excellent service and is always available for any questions or concerns you may have regarding our refund policy or your order. You can contact us via email [ ] or online customer service and we will be happy to answer your questions.

     We are committed to providing you with exceptional service and ensuring that you are satisfied with every aspect of your shopping experience. We understand that the shipping process is critical to your shopping experience, so we continually strive to improve our processes and services to meet your needs. Thank you for choosing EPIPHPVC and we look forward to serving you even better!