At EP 2, we strive to provide you with high-quality products and excellent customer service. We want you to be satisfied with your purchase, but we understand that there may be times when you may want to return or exchange an item. That’s why we have created this refund and returns policy to make the process as easy and hassle-free as possible.
Custom-made products often symbolize the epitome of customer satisfaction. They fulfill unique customer needs, providing a personalized touch that off-the-shelf products often lack. We want you to enjoy your custom items, and we work with you during the quoting, design, and proofing process. We’re always ready to answer any questions and help before, during, and after the production process to get you what you need. Please be careful when entering the information for the lettering and any customization choices. Custom orders are made specifically for you, the customer, per your specifications (size, shape, colors). Thus, once a custom order is in production or has shipped, it cannot be canceled, refunded, refused or returned as we cannot resell customized items. NOTE: CUSTOM PRODUCTS CANNOT BE RETURNED FOR A REFUND, STORE CREDIT, OR REPLACEMENT. We only accept returns on defective merchandise or mistakes that we made in the production process. In those cases, a corrected version will be issued as a replacement. Orders cannot be canceled or refunded once we have ordered the items or materials.
We take pride in the quality of our products and conduct thorough inspections to ensure that you receive your items in perfect condition. If your item should arrive damaged or have clear manufacturer defects, we WILL work with you to make it right. Please reach out to our customer support team for more information. Our friendly team will guide you through the process and provide you with all the necessary information.All custom products are guaranteed to be free from defects in workmanship or material under normal use for a period of 30 days from date of delivery. We will make every effort to make things right should you receive a defective item or we have made some sort of mistake in the production process. We will repair or replace the product or component if it is determined that the defect existed at the time of manufacture or developed under normal use.
All refunds, returns, or exchanges must have prior WRITTEN approval before shipping. Upon approval, a return authorization number will be given once we receive a written ‘Return Request’ (via email). Send all requests for return, refund or exchange via email to [email protected]. You must follow the exact guidelines provided in said approval email to be eligible for a return, refund, or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Any item on in its original packaging/condition, damaged or missing parts for reasons not due to our error or items found to be defective due to customer misuse (not normal wear and tear) may not be eligible for return, refund or exchange. Any item that is returned more than 30 days after delivery may not be eligible for return, refund or exchange. All requests for refunds, returns or exchanges require proof of purchase. You MUST include a copy of your receipt or order confirmation. Once your request is received, we will begin processing it as soon as we can. If approved, we may require photographic evidence or a return of the item for inspection for all claims of damage or defect. (NOTE: Photographic evidence may also include shipping materials/packaging.)
If you receive the wrong item, please contact us within 48 hours of delivery to arrange for a return or exchange. We will cover the return shipping costs and ensure that you receive the correct item as quickly as possible.
Personalized, customized, or made-to-order items are not eligible for return or exchange unless they arrive damaged or defective.
PLEASE NOTE THAT REFUNDS ARE ISSUED ON A CASE BY CASE BASIS AND MAY NOT BE GUARANTEED APPROVAL.
Cancellations
Cancellations and changes to orders for custom orders must be made by close of the next business day that the order was placed. We ask that a ‘Cancellation Request’ be provided to us in writing (via email) for the accuracy of our records. We will make every effort to accommodate your request. Orders cannot be canceled or refunded once we have ordered the items or materials. Custom orders are made specifically for you, the customer, per your specifications (size, shape, colors). Thus, once a custom order is in production or has shipped, it cannot be canceled, refunded, refused or returned as we cannot resell customized items.
Final Sale Items
ALL SALES ARE FINAL UNLESS OTHERWISE NOTED
Final sale items may include clearance items, discontinued products, or items with significant markdowns. These items are priced to sell quickly and are non-refundable.
If you have any questions about whether a specific item is eligible for return, exchange, or refund, please contact our customer support team for assistance. We are always here to help.
Please note that EP 2 reserves the right to make changes to this refund and returns policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.
Terms and Conditions
By placing an order with EP 2, you agree to comply with our refund and returns policy, as well as our terms and conditions. It is important to review and understand these policies before making a purchase. You can find our full terms and conditions on our website.
Contact Us
If you have any questions or need assistance with our refund and returns policy, please contact our customer support team. Our knowledgeable and friendly team members are available Monday to Friday from 9 am to 3 pm.
Your Satisfaction Is Our Priority
At EP 2, we are committed to providing you with exceptional products and service. We want you to love every purchase you make with us. If you have any concerns or issues, please don’t hesitate to contact us. We value your feedback and will do everything we can to make it right.
Thank you for choosing EP 2. We appreciate your business and look forward to serving you again in the future.
Frequently Asked Questions
Q: What is your return and exchange policy?
A: Due to the nature of our products, we do not offer returns or exchanges.
Q: Can I cancel my order?
A: Orders cannot be canceled or refunded once we have ordered the items or materials. Please contact us as soon as possible to request a cancellation. (See our Cancellations section in the Refund and Returns Policy)
Refunds and Returns
Q: Can I return personalized or customized items?
A: We do not offer returns on personalized or customized items.