Refund, Replacement and Store Credit Policy

Refund, Replacement and Store Credit Policy

We ship directly from our production partners overseas, which is what keeps our prices where they are. That model shapes how we handle problems, and we would rather explain it plainly here than surprise you later. If something is wrong with your order, we fix it. What follows is exactly how.

Your 30-day guarantee

Every physical item you buy from Epicaxi is covered for 30 days from the date it is delivered. There are two deadlines inside that window, because they cover two different problems:

• It arrived damaged, broken in transit, or is the wrong item — tell us within 48 hours of delivery. This kind of problem is visible the moment you open the box, and transit claims are only accepted by our partners in that window.
• It worked at first and then failed — tell us any time within 30 days of delivery.

In both cases we make it right with a free replacement or store credit for the full amount you paid — and you keep the original item. You never pay to ship anything back to us.

How to open a claim

Email supporter@epicaxi.com within the deadline above and include all four of the following:

• Your order number.
• A clear photo of the problem, in good light, showing the whole item.
• A short video (10 to 30 seconds) showing the defect happening, or the item not working.
• A photo of the shipping label on the package it arrived in.

We are not being difficult. This is the evidence our production partners require to replace an item at no cost to you, and it is what lets us keep prices this low for everyone. A claim without this evidence cannot be processed.

We answer every claim within 1 business day. Most are approved the same day.

What you receive when a claim is approved

• Replacement — we ship the same item again, free, and you keep the original one. This is the fastest option and the one we recommend.
• Store credit — if you would rather not receive a replacement, we issue store credit for the full amount you paid for that item.

About store credit: it is applied to your account, is valid for 12 months, works on anything in the store, has no minimum purchase, and is applied automatically at your next checkout. It cannot be exchanged for cash and it is not transferable.

If your order never arrives

This one is different, and we treat it differently. If tracking shows no movement for 15 consecutive days, or if 25 business days have passed since dispatch and the order has not reached you, email us. We will either send the order again or refund you in full, in money, to your original payment method — whichever you prefer. If you did not receive the product, you do not get store credit. You get your money back.

Change of mind

We do not accept returns or issue refunds or credit for change of mind, buyer's remorse, or items that are no longer needed.

The reason is straightforward: shipping an item back overseas costs more than the item itself. A store that absorbs those returns has to charge every customer more to cover the few who send things back. We would rather keep the price low and be honest about the trade.

Please read the full product page, look at the photos, and check the specifications before ordering. If anything is unclear, email us first — we answer within one business day and we would much rather talk you out of a purchase than take your money for something that is not right for you.

Wrong size or wrong option selected

Sizes, colors and options are listed on every product page. We are not able to exchange an item because a different option was chosen at checkout. Check the size chart before you order, and email us if you are unsure which to pick.

Cancelling an order

You may cancel for a full refund in money at any time before the order is dispatched, which is usually within 12 hours of purchase. Once the order has been handed to the carrier it can no longer be cancelled, and the 30-day guarantee above applies instead.

Repeat claims

The no-return, keep-the-item guarantee above is offered once per customer in any 12-month period. If you open a second claim within that period, we will still stand behind the product, but we will ask you to return the item with tracking before the replacement or credit is issued, and the return shipping is at your expense.

We reserve the right to decline a claim, and to refuse future orders, where there is evidence of abuse — for example duplicate claims across different accounts or addresses, evidence that has been altered or taken from the internet, or damage that was clearly caused after delivery.

Import duties

All import duties and customs fees are already included in the price you pay at checkout. You will never be asked to pay the carrier anything on delivery.

Your legal rights

Nothing in this policy limits any right you have under the consumer-protection law of your state. Where that law gives you more than this policy does, that law applies.

How to reach us

supporter@epicaxi.com — Monday to Friday, 9 AM to 6 PM Eastern Time. We reply within one business day.