1. Returns & Refunds Eligibility
We want you to be completely satisfied with your purchase. You are eligible to request a return, replacement, or refund under the following standard parameters:
- Satisfaction Guarantee: If you are unsatisfied with your product, you can initiate a return within 30 calendar days from the verified delivery date.
- Warranty Claims: If the product arrives broken, damaged, or develops a structural defect while the warranty is active, you are eligible for a replacement or refund.
- Order Cancellation: You may request a cancellation within 12 hours of your purchase, provided the order has not yet been dispatched from our fulfillment center.
2. The Return Process
Returns are time-sensitive. To ensure your return is processed successfully, please follow our authorized steps:
- Contact Support: You must contact our customer service team via support@get-epicooler.com within 30 days of delivery to request a Return Merchandise Authorization (RMA) code.
- Provide Documentation: Please include your order number, a brief explanation of the return, and clear photographs of the product’s current condition.
- Condition of the Item: To receive a full refund, items must be returned unused, undamaged, and in their original packaging.
- Shipment to Authorized Center: The item must be shipped exclusively to the designated return address provided by our support team. You must provide our team with a copy of the shipping receipt and a valid tracking number.
Once your package is received and inspected at our Returns Center, it takes 5 to 7 business days to issue your refund. Depending on your financial institution, the credit will appear on your original payment method within 3 to 20 business days.
3. Shipping Costs and Liabilities
- Return Shipping: Customers are responsible for paying their own return shipping costs. Shipping costs from the initial purchase are non-refundable. We do not provide pre-paid return shipping labels.
- Tracking and Insurance: We cannot guarantee that we will receive your returned item through standard postal services. For any return valued over $15, we strongly recommend using a trackable shipping service or purchasing shipping insurance.
- Unapproved Returns: Items sent back to an unauthorized address or without a verified RMA code cannot be processed by our staff and will not be eligible for a refund or store credit.
- Refund Method: Refunds are issued exclusively to the customer’s original payment method. If the product was initially purchased using a gift voucher, the refund will be issued in the form of a new store gift voucher.
4. Damaged or Defective Items
If your product arrives defective or broken due to transit handling, please do not worry. Contact our support team immediately with photographic evidence of the damage. Once reviewed and approved, we will arrange for a brand-new replacement unit to be shipped to you at no additional cost.
5. Authorized Return Locations
To minimize international transit distances, we operate regional return sorting hubs. Our support team will direct you to one of the following official addresses based on your location:
- United States: 4PX 8369 Milliken Ave., Rancho Cucamonga, CA 91730, USA
- European Union: 4PX Express GmbH, Ludwig-Erhard-Straße 57, 28197 Bremen, Germany
- United Kingdom: 4PX Express UK, Unit 2, Prologis Park, Arenson Way, Dunstable, Bedfordshire, LU5 4RZ, UK
- Australia: PO BOX 3155, Wareemba, NSW 2046, Australia
6. Order Cancellations
Because we strive to process and dispatch orders as quickly as possible, cancellation requests are highly time-sensitive. You have the right to cancel an order within 12 hours of purchase, provided the package has not yet left our warehouse facility.
If you wish to cancel an active order, please email us immediately at support@get-epicooler.com with the subject line so our team can halt processing and issue your refund.
Contact Information
For all inquiries regarding returns, tracking validation, or cancellations, please reach out to our team:
- Email: support@get-epicooler.com
- Phone: +1 (302) 207-3829