Refund policy
RETURNS & REFUND POLICY
EPSILON2.0
1. Overview
At EPSILON2.0, we aim to ensure that all customers are satisfied with their purchase. This policy outlines your rights under UK consumer law and explains how we handle returns, refunds, and issues with orders.
2. 14-Day Right to Cancel (Non-Personalised Items Only)
In accordance with the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item for non-personalised products.
To be eligible for a return:
- The item must be unused and in the same condition that you received it
- It must be in its original packaging
- You must provide proof of purchase
To exercise your right to cancel, you must contact us within 14 days of receiving your item.
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
3. Personalised & Custom-Made Products
Personalised or custom-made items are exempt from the 14-day cancellation right under the Consumer Contracts Regulations 2013, as these products are made to the customer’s specifications.
Therefore, we do not accept returns, cancellations, or refunds for personalised items unless:
- The item is faulty
- The item is damaged upon delivery
- The item is not as described
Please ensure all personalisation details (spelling, dates, colours, design choices) are entered correctly before placing your order. We cannot make changes once production has started.
4. Damaged, Faulty or Incorrect Items
Please inspect your order upon delivery.
If your item is:
- Faulty
- Damaged in transit
- Incorrect
You must contact us within 48 hours of delivery and provide clear photographic evidence.
If the issue is confirmed, we will:
- Offer a replacement, or
- Issue a refund where appropriate
We reserve the right to assess the issue before approving a refund or replacement.
5. How to Start a Return
To request a return, please contact us at:
Email: epsilon20passion@gmail.com
Returns must not be sent without prior approval.
If your return is accepted, we will provide instructions on how and where to send your package.
Items sent back without prior authorisation may not be accepted.
6. Refunds
Once we receive and inspect your return, we will notify you of the outcome.
If approved:
- Refunds will be issued to your original payment method
- Processing times may vary depending on your bank or payment provider
Shipping costs are non-refundable unless the return is due to our error.
7. Late or Missing Refunds
If you haven’t received a refund:
- Check your bank account again
- Contact your card provider
- Contact your bank
If you have done all of the above and still have not received your refund, please contact us.
8. Important Notice
Nothing in this policy affects your statutory rights under UK consumer law.