Refund policy
Return & Refund Policy
We have a 30-day return policy for eligible items. This means you have 30 days after receiving your item to request a return.
To be eligible for a return, the item must be unused, unopened, in the same condition that you received it, with all original tags, labels, seals, accessories, and original packaging. You must also provide your order number, receipt, or proof of purchase.
To start a return, please contact us at EPICINFINITYSTUDIO@YAHOO.COM with your order number and the reason for your return. If your return is approved, we will send you return instructions, including where to send your package.
Items sent back to us without first requesting and receiving return approval will not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect due to our error.
Original shipping charges are non-refundable unless the return is due to our mistake.
We recommend using a trackable shipping service. We are not responsible for returns that are lost, delayed, damaged, or delivered to the wrong address by the carrier.
Damages, Defective Items, or Wrong Items
Please inspect your order as soon as it arrives. If your item is defective, damaged, missing items, or if you received the wrong product, contact us within 48 hours of delivery at EPICINFINITYSTUDIO@YAHOO.COM.
Please include your order number, a description of the issue, and clear photos or video of the item, packaging, shipping label, and any damage. We will review the issue and work to make it right.
Non-Returnable Items
For safety, hygiene, and quality-control reasons, certain items cannot be returned, including:
- Food, candy, snacks, beverages, or perishable goods
- Opened, used, or unsealed products
- Custom, personalized, or special-order items
- Personal care or hygiene products
- Gift cards
- Final sale, clearance, or sale items
- Items damaged after delivery due to misuse, improper handling, or normal wear and tear
If you have questions about whether your item is eligible for return, please contact us before sending it back.
Exchanges
We do not guarantee direct exchanges. The fastest way to get a different item is to request a return for the eligible item. Once the return is approved, you may place a new order for the item you want.
Refunds
Once we receive and inspect your approved return, we will notify you whether your refund has been approved or denied.
If approved, your refund will be issued to your original payment method within 10 business days. Please remember that your bank, credit card company, or payment provider may take additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at EPICINFINITYSTUDIO@YAHOO.COM.
Refused Packages, Incorrect Addresses, and Failed Deliveries
We are not responsible for orders shipped to an incorrect address provided by the customer. If a package is returned to us due to an incorrect address, refused delivery, or failed delivery attempt, the customer may be responsible for any additional shipping costs.
Order Cancellations
Orders may only be canceled before they have been processed or shipped. Once an order has been shipped, it cannot be canceled and must follow our return policy if eligible.
European Union 14-Day Cooling-Off Period
If merchandise is shipped into the European Union, customers may have the right to cancel or return an eligible order within 14 days of delivery for any reason and without justification, subject to applicable exceptions. Returned items must be unused, unopened, in the same condition received, with original packaging and proof of purchase.