Return and Refund Policy

1. Eligibility for Returns

  • You may return most new, unused, and undamaged items within 30 days of delivery for a refund or exchange.
  • Items must be in their original packaging, include all accessories, manuals, and tags, and show no signs of wear, damage, or alteration.
  • To be eligible, you must provide proof of purchase (e.g., order confirmation email or receipt).
  • Certain products are non-returnable, including:
    1. Perishable goods (e.g., food, plants)
    2. Digital downloads or software
    3. Gift cards or promotional vouchers
    4. Personal care or intimate products (for hygiene reasons)
    5. Final sale or clearance items (clearly marked as such at checkout)

2. Return Process

  • 1. Request Authorization: Contact our Customer Support team at shop@eupepsia.com
    within the eligible timeframe to request a Return Merchandise Authorization (RMA).
  • 2. Prepare the Package: Securely pack the item with original materials to prevent damage during shipping.
  • 3. Shipping: Unless the return is due to our error or a defective product, you are responsible for return shipping costs. We recommend using a trackable shipping service.
  • 4. Approval and Processing: Once we receive and inspect your return, we will notify you of the status. Approved refunds will be issued to your original payment method within 7–10 business days.

3. Refunds

  • Approved Refunds: Refunded to the original payment method only. Shipping fees are non-refundable unless the return is due to our error or a defective item.
  • Partial Refunds: May be issued for items returned damaged, missing parts, or returned outside the eligible timeframe.
  • Store Credit Option: In some cases, we may offer store credit or an exchange instead of a cash refund.

4. Damaged, Defective, or Incorrect Items

  • If you receive a damaged, defective, or incorrect product, contact us at shop@eupepsia.com
    within 7 days of delivery. Include your order number, photos of the item and packaging, and a description of the issue.
  • We will cover return shipping costs and provide a replacement, exchange, or full refund.

5. Exchanges

  • Exchanges are subject to product availability.
  • If the replacement item is unavailable, we will issue a refund or store credit.
  • Customers are responsible for shipping costs on exchanges unless the exchange is due to our error or a defective product.

6. Late or Missing Refunds

  • If you have not received your refund within 10 business days of approval, check with your bank or credit card company first.
  • If you’ve done this and still have not received your refund, contact us at shop@eupepsia.com

7. International Orders

  • International customers are responsible for all shipping charges, customs duties, taxes, and fees for returns or exchanges.
  • We are not responsible for delays or additional charges caused by customs clearance processes.

8. Final Sale Items

  • Products marked as “Final Sale” or “Non-Returnable” at checkout cannot be returned or refunded except for damaged or defective items.