Returns & Refunds
Our return and refund policies for all Epilogue products. We've organized this by region since return rights vary by location. Find out if you can return your product, how to do it, and what to expect. For warranty claims on defective products, check our separate warranty page.
Last updated: January 31, 2025
Looking for warranty information? Visit our Limited Hardware Warranty page for complete warranty coverage details, claim procedures, and service options.
Frequently Asked Questions
Quick answers about returns and refunds
Note: These FAQs provide quick, informational answers. The complete return and refund policies with all terms and conditions can be found below . In case of any conflict, the detailed policies take precedence.
Can I return my product?
Return eligibility depends on your location:
- EU customers: 14 days from delivery, any reason
- US customers: 14 days from delivery, any reason
- International customers: Returns not accepted after delivery
Products must be unused, in original packaging with all accessories.
How do I start a return?
Contact our support center within your return window with:
- Your order number
- Product details and quantity
- Reason for return (optional but helpful)
We'll provide return instructions and address. Proof of purchase is required.
Who pays for return shipping?
EU customers: We provide a prepaid return label. The cost is deducted from your refund (we'll tell you the amount beforehand).
US customers: We provide a return label. The cost is deducted from your refund (we'll tell you the amount beforehand).
All customers: If you use your own carrier, an $8 restocking fee applies per order.
How much will I be refunded?
Refunds include the product cost and standard shipping fee. If you paid for premium shipping, only the standard shipping portion is refunded. Return shipping costs are deducted from the total refund.
Note: We cannot refund customs duties or taxes you paid.
When will I get my refund?
Refunds are processed within 5-7 working days after we receive and verify your returned product. The refund goes to your original payment method. Bank processing times vary by provider.
What if my product is defective?
If your product arrives damaged or doesn't work:
- Take photos immediately
- Contact our support center within 48 hours
- Keep all packaging
We'll arrange a replacement or full refund at no cost to you.
Note: For warranty coverage on products after initial use, see our Limited Hardware Warranty .
What if delivery failed and package returned?
If your package is returned due to incorrect address or failed delivery attempts:
- Re-ship option: Pay for second shipping attempt
- Refund option: Get refund minus original shipping costs
Are there any restocking fees?
No restocking fees when using our return label. If you ship with your own carrier, an $8 processing fee applies. Products must be in original condition - damaged or incomplete returns may receive partial refunds.
Can I exchange my product?
We don't offer direct exchanges. To get a different product, return your original item for a refund and place a new order. Contact support if you need help coordinating the timing.
Detailed Return & Refund Policies
Complete terms and conditions by region
1. Return Policy by Region
1.1 European Union (EU/EEA) Return Policy
This policy applies exclusively to customers in European Union member countries.
Eligibility and Scope
- Return Window: 14 days from delivery date (statutory right of withdrawal)
- Reason Required: No reason needed - return for any cause
- Product Condition: Must include all accessories and show no signs of use
- Proof of Purchase: Order confirmation email required
Refund Details
Refunds include the product cost and standard shipping fee. Premium shipping surcharges are non-refundable. Return shipping costs (via our label) are deducted from the refund - we'll inform you of the cost beforehand.
Return Process
- Contact our support center with order details within 14 days
- Receive return instructions and prepaid label
- Package items securely in original packaging
- Ship within 14 days of receiving instructions
- Refund processed within 5-7 days of receipt
EU Consumer Rights: This policy complies with EU Directive 2011/83/EU. Your statutory rights, including the 2-year legal guarantee, remain unaffected. For warranty information, see our warranty policy.
1.2 United States Return Policy
This policy applies solely to customers residing in the United States.
Eligibility and Scope
- Return Window: 14 days from delivery date
- Reason Required: Optional but appreciated for feedback
- Product Condition: Must include all accessories and show no signs of use
- Proof of Purchase: Order confirmation email required
Refund Details
Refunds include the product cost and standard shipping fee. Premium shipping surcharges are non-refundable. Return shipping costs are deducted from the final refund amount.
Return Shipping Options
- Our Label: We provide label, cost deducted from refund
- Your Carrier: $8 restocking fee applies per order
Return-to-Sender Policy
If delivery fails due to incorrect address or no one available to accept:
- Re-ship option: Customer pays second shipping
- Refund option: Product cost only (original shipping non-refundable)
1.3 International Return Policy
This policy applies to customers outside the United States and European Union.
Important: Returns are not accepted once delivery has reached the original destination. Please inspect your order carefully upon receipt.
We understand this may be disappointing, but international return logistics and customs complications make it impractical to offer returns outside the US and EU. We encourage international customers to review product details carefully before ordering.
Exceptions
Products that arrive damaged or defective are eligible for replacement or refund. See Section 2 for details.
2. Damaged or Defective Items
2.1 Reporting Damage
If you receive a damaged or defective item:
- Document damage with photos immediately upon receipt
- Contact our support center within 48 hours of delivery
- Do not discard packaging or damaged items
- We will arrange replacement or refund at no cost to you
2.2 Dead on Arrival (DOA) Policy
Products that do not function upon first use are considered DOA and eligible for:
- Immediate replacement (if in stock)
- Full refund including original shipping
- Expedited shipping for replacement at our cost
For products that develop issues after initial use, please refer to our Limited Hardware Warranty .
3. Refund Processing
3.1 Refund Timeline
Refunds are processed within 5-7 working days after we receive and verify the returned product. The refund is issued to your original payment method.
3.2 Bank Processing Times
After we issue the refund, bank processing times vary:
- Credit/Debit Cards: 5-10 business days
- PayPal: 3-5 business days
- Bank Transfer: 5-15 business days
3.3 Partial Refunds
Partial refunds may be issued for:
- Items returned after the return period
- Items not in original condition
- Items with missing accessories or packaging
3.4 Non-Refundable Items
- Digital products or software licenses
- Items marked as final sale
- Custom or personalized items
- Original shipping costs (except for defective items)
- Customs duties and taxes
4. Additional Terms
4.1 Policy Amendments
This policy is subject to change. The version in effect at the time of your purchase will apply to your return claim. Check this page for the most current version.
4.2 Consumer Protection Rights
EU/EEA Consumers: This policy does not affect your statutory rights under EU consumer protection laws, including:
- 14-day right of withdrawal for distance purchases
- Right to refund for defective goods
- Protection against unfair contract terms
Other Jurisdictions: Your statutory consumer rights under local laws remain unaffected. This policy provides additional contractual rights.
4.3 Anti-Fraud Notice
Anti-Fraud Notice: Products obtained through fraudulent means, including chargeback fraud or use of stolen payment methods, are not eligible for returns. We actively pursue legal action against fraud.
4.4 Limitation of Liability
EXCEPT WHERE PROHIBITED BY LAW, EPILOGUE'S LIABILITY IS LIMITED TO THE PURCHASE PRICE OF THE PRODUCT. WE ARE NOT LIABLE FOR:
- Data loss or corruption
- Loss of saved data
- Damage to any media used with the product
- Consequential, incidental, or indirect damages
- Lost profits or commercial losses
5. Contact Information
For returns and refund claims:
Support Center:
support.epilogue.co
Languages: English (primary), Romanian (available)
Service Center Address:
Parametric Semiconductors S.R.L.Attn: RMA Department
Electromagnetica Business Park
Calea Rahovei 266-268
Bucharest, Romania
Important: Always obtain an RMA number before shipping. Packages without RMA numbers may be refused.
6. Severability
If any provision of this Returns & Refunds policy is found to be invalid or unenforceable by a court of competent jurisdiction, such finding shall not affect the validity or enforceability of the remaining provisions, which shall continue in full force and effect. The invalid or unenforceable provision shall be modified to the extent necessary to make it valid and enforceable while preserving the parties' original intent to the greatest extent possible.