Refund Policy

 

      At EpiphGift, we know that every customized gift carries your emotions and expectations, and we also understand that sometimes things may not go as planned. Therefore, we have developed a clear and user-friendly return policy to provide you with the greatest degree of protection and convenience, ensuring that your rights and interests are fully protected during the shopping process.

Applicable circumstances for return and refund
Quality defect guarantee
      When you receive a customized gift, if you find any quality-related problems, we will do our best to solve them for you. For example, for Challenge Coins, if there are scratches, wear and tear on the surface, or the engraving is unclear, which affects the appearance and value of the coin; if the pins of Pins are loose, easy to fall off, or the material of the pin part is defective and cannot be securely fixed; if the plating of Medals is uneven, there are mottled peeling phenomena, or the medal is deformed or damaged as a whole; if the Wristbands have rough materials, odor, poor elasticity or even breakage, or the printed patterns are blurred and faded; if the printed content of Lanyards is wrong or missing, accessories such as hooks are not firm, buckles are damaged, or the materials have obvious quality problems; if PVC Gifts are cracked, deformed, have serious color deviations, and other conditions that do not meet quality standards, these are all quality defects that can be applied for return and refund.

Production error category
      If the gift does not match the order you confirmed during the production process, we also accept the return and refund application. For example, in terms of printing, there are typos, chaotic layout, missing or wrong patterns, or the colors are inconsistent with your selection; in terms of materials, the materials used are not the materials you specified, resulting in the texture and characteristics of the gift being far from your expectations; in terms of size, whether it is length, width, thickness or overall size, the error with the order requirements exceeds the reasonable range, seriously affecting the use or display effect of the gift, all of which are included in this list.

Return and Refund Process
Contact Customer Service in a Timely manner
      Once you notice that the customized gift you received has the above problems and determine that it meets the return and refund conditions, please be sure to contact our customer service team within the specified 7 days. You can conveniently explain your problem in detail and attach the order information through the customer service dedicated email address provided in a prominent position on our website; you can also use the online customer service chat window during working hours to communicate with our customer service representatives in real time, and they will patiently guide you to complete the subsequent steps; or call the customer service phone directly to quickly establish contact with us. When communicating with customer service, please accurately inform the order number, the specific date of purchase, and describe the reason for the return as detailed as possible, and follow the guidance of the customer service staff to provide clear, multi-angle pictures showing the product problem as strong evidence.

Rigorous audit assistance
      After receiving your return and refund application, our professional customer service staff will immediately transfer the relevant information to the internal professional audit team in full. The audit team will conduct a comprehensive and detailed review of all the information and pictures you provide with a rigorous attitude. They will check the order records, production standards and quality inspection specifications to confirm the authenticity and accuracy of the problem and whether it really complies with our return and refund policy. If the audit is successful, the customer service staff will quickly provide you with a detailed return address and give you professional advice on return packaging, such as recommending appropriate packaging materials and packaging methods to ensure that the product will not suffer secondary damage during the return journey. In addition, the customer service will also provide you with mailing guidance, telling you how to choose a reliable express service, and how to fill in important information such as express delivery orders, to assist you in sending the product back to us smoothly.

Properly return the product
      When you are preparing to return the product, please mail it strictly in accordance with the return address provided by the customer service. When packing the product, it is recommended to use the original packaging material first (if the original packaging is still there and can be used). If the original packaging is damaged or lost, you can choose a suitable alternative packaging material, but be sure to ensure the safety of the product during transportation. During the packaging process, you can use cushioning materials such as bubble pads and foam boards to properly protect the product. At the same time, please be sure to keep the express delivery number, which is not only convenient for you to check the logistics information at any time and understand the transportation progress of the return, but also one of the important vouchers in the return process.

Efficient refund processing
      After we successfully receive the returned products you sent back, professional quality inspectors will re-check the products to ensure that the problems of the products are consistent with the description when you applied and there are no other abnormalities. Subsequently, the finance department will initiate the refund processing process based on your original payment method. If you pay by credit card, the refund will be returned to your credit card account in strict accordance with the established procedures of the credit card issuing bank. Generally, this process takes about 7-10 working days, but due to slight differences in the processing speed and internal processes of different banking institutions, the actual arrival time may fluctuate; if you pay through a third-party payment platform such as PayPal, the refund will be quickly returned to your corresponding payment platform account, and the processing time is also roughly about 7-10 working days. During the entire refund processing process, we will closely monitor the progress to ensure that you receive the refund in time.

      We always adhere to the concept of customer first and are committed to creating a worry-free shopping environment for you. We hope that our return policy can make you feel more assured and at ease when purchasing customized gifts. If you have any questions or need further assistance during the return process, please feel free to contact our customer service team and we will serve you wholeheartedly.