Refund & Returns Policy

1. Our Commitment

At Epimax Kenya, we stand behind the quality of our products. If you're not completely satisfied with your purchase, we're here to help.

2. Eligibility for Returns

2.1 Items Eligible for Return

We accept returns on:

• Unopened products in original packaging with seals intact
• Products with manufacturing defects or quality issues
• Wrong items delivered (items different from what you ordered)
• Damaged products received during shipping
• Products past expiry date upon delivery (though this is extremely rare)

2.2 Items NOT Eligible for Return

For health, hygiene, and safety reasons, we cannot accept returns on:

• Opened or used products (unless defective)
• Products with broken seals or tampered packaging
• Products without original packaging or labels
• Products purchased more than 30 days ago
• Products on final sale or clearance (unless defective)
• Products damaged due to misuse or improper storage

3. Return Process

Step 1: Contact Us

Within 30 days of receiving your order, contact us via:

• WhatsApp: +254 702 129226 (Fastest response)
• Email: epimaxkenya@gmail.com
• Phone: +254 702 129226

Step 2: Provide Details

Include in your return request:

• Order number (found in your confirmation email)
• Product(s) you wish to return with item names
• Reason for return (defective, wrong item, changed mind, etc.)
• Photos (if product is defective, damaged, or wrong item)
• Preferred resolution (refund, exchange, or store credit)

Step 3: Return Authorization

Once approved, we'll provide:

• Return authorization number (RMA number)
• Return shipping instructions
• Return address details
• Shipping label (for defective or wrong items)

Step 4: Ship the Item

Package the item securely and ship to:

Epimax Kenya Returns Department
Stanbank House Shop A604
Wing A, 6th Floor
Nairobi, Kenya

Important packing instructions:

• Include your RMA number inside the package
• Use adequate padding to prevent damage during transit
• Include a copy of your order confirmation or invoice
• Remove or cover any existing shipping labels

Step 5: Refund Processing

Once we receive and inspect your return:

• Inspection: 2-3 business days
• Approval notification: Via email/SMS
• Refund processing: 5-7 business days
• You'll receive: Email confirmation with refund details

4. Refund Methods

4.1 M-Pesa Payments

• Refunded directly to your M-Pesa account
• Processing time: 3-5 business days after approval
• You'll receive M-Pesa confirmation message

4.2 Card Payments (Visa/Mastercard)

• Refunded to your original card
• Processing time: 5-10 business days (depending on your bank)
• Refund appears on your bank statement
• Contact your bank if not received after 10 business days

4.3 Bank Transfer

• If original payment method unavailable
• Provide your bank account details
• Processing time: 5-7 business days
• Bank details required: Account name, number, bank name, branch

4.4 Store Credit

• Instant credit to your Epimax Kenya account
• No expiry date on store credits
• Can be used on any future purchase
• Faster than cash refunds

5. Return Shipping Costs

5.1 Defective, Damaged, or Wrong Items

If we sent you a defective, damaged, or wrong item:

• We cover all return shipping costs
• We'll arrange courier pickup at no charge to you
• We'll provide a prepaid shipping label
• No cost to you whatsoever

5.2 Change of Mind or Other Reasons

If you're returning for other reasons (change of mind, ordered wrong product, etc.):

• Customer is responsible for return shipping
• We recommend using a trackable shipping method
• Keep your shipping receipt as proof of return
• Typical cost: KSh 200-400 depending on courier and location

6. Exchanges

We currently don't offer direct product exchanges. If you need a different product:

1. Return the original item following our return process
2. Receive your refund (typically 5-7 business days)
3. Place a new order for the desired item

This ensures you get the product you want as quickly as possible without waiting for the exchange process.

7. Damaged or Defective Products

7.1 Report Within 48 Hours

If you receive a damaged or defective product:

• Contact us immediately (within 48 hours of delivery)
• Provide clear photos showing the damage/defect
• Include your order number
• Describe the issue in detail

7.2 Resolution Options

We'll offer one of the following (your choice):

• Full refund to your original payment method
• Free replacement product shipped immediately
• Store credit for the full amount

7.3 No Return Required for Some Defects

For minor defects or issues, we may:

• Offer a partial refund while you keep the product
• Provide a discount code for future purchase
• Issue store credit without requiring a return

8. Cancellations

8.1 Before Shipment

If you need to cancel your order:

• Contact us immediately via WhatsApp, email, or phone
• Provide your order number
• If order hasn't been processed: Full refund issued within 3-5 business days
• If already processed but not shipped: We'll try to stop the shipment

8.2 After Shipment

Once your order has been shipped:

• Cannot cancel the order
• Wait to receive the package
• Follow our standard return process (see Section 3)
• Return shipping fees may apply unless product is defective

9. Partial Returns

If you ordered multiple items and want to return only some:

• You can return individual items from your order
• Partial refund will be processed for returned items only
• Original shipping fee is non-refundable (except for defective/wrong items)
• Follow the same return process for each item

10. Store Credit

Instead of a cash refund, you can opt for store credit:

Benefits of Store Credit:

• Instant processing - No waiting for bank transfers
• Full value retained - Use for any future purchase
• No expiry date - Use whenever you're ready
• Easy to apply - Automatically at checkout

How to Use Store Credit:

• Credit is added to your Epimax Kenya account
• Automatically applied at checkout
• Can be combined with other promotions
• Check your balance in your account dashboard

11. Non-Refundable Items and Fees

The following cannot be refunded:

• Shipping fees (except for defective/wrong items sent by us)
• Gift cards or promotional credits
• Products damaged due to misuse or improper care
• Products opened and used (unless defective)
• Sale or clearance items (unless defective)

12. Refund Timeline Summary

Stage	Timeframe
Return Request Approval	1-2 business days
Item Received & Inspected	2-3 business days
Refund Processing	5-7 business days
Bank/M-Pesa Reflection	3-10 business days
Total Time	11-22 business days

13. Quality Guarantee

We guarantee that all Epimax products:

• Are 100% authentic and genuine
• Are within their expiry dates
• Have been stored properly
• Meet all quality standards

If you're unsatisfied with product quality, we'll make it right - no questions asked.

14. Frequently Asked Questions

Q: Can I return a product if I just don't like it?

A: Yes, as long as the product is unopened and in original packaging, you can return it within 30 days. Return shipping costs apply for change-of-mind returns.

Q: What if I lost my receipt/order confirmation?

A: No problem! Provide your order number, email, or phone number used for the order. We can look up your purchase in our system.

Q: Can I return a product purchased during a sale?

A: Yes, our return policy applies to all products, including sale items. However, you'll be refunded the sale price you paid, not the original price.

Q: How do I know if my return has been received?

A: We'll send you an email/SMS confirmation once we receive your return. You can also track your return shipment using the courier's tracking number.

Q: Can I exchange one product for another?

A: We don't offer direct exchanges. Return the item for a refund, then place a new order for the product you want. This is actually faster than waiting for an exchange!

15. Contact Customer Care

Questions about returns or refunds? We're here to help!

Epimax Kenya Customer Service

• WhatsApp: +254 702 129226 (Fastest response - available 24/7)
• Email: epimaxkenya@gmail.com
• Phone: +254 702 129226
• Business Hours: Monday - Friday, 9:00 AM - 6:00 PM EAT
• Response Time: We aim to respond to all return requests within 24 hours

Thank you for choosing Epimax Kenya. We appreciate your trust in us!