Exchanges and Returns

Our product exchange policy aims to provide customers with total security regarding the products purchased in our store. All our products come with a warranty against manufacturing defects. We also facilitate exchanges for products that differ from what the customer ordered.

If you receive one of our products with a manufacturing defect or different from what you ordered, follow these steps to initiate the exchange:

1. If more than 7 business days have passed, and the product exhibits a flaw or defect, contact us, providing the order number, the product to be returned, and details of the defect. Once we receive the email, we will forward your request to our quality department for verification. Authorization from this department is required for a possible exchange. After the analysis, we will contact you with the decision and whether an exchange is necessary.

2. The deadline to request an exchange for this reason is 90 days after receiving the product. Note that we will not process exchanges or refunds after this period.

3. Your complaint will be analyzed within a maximum of 7 business days. If a problem is confirmed, we will contact you via email, and you can choose one of the following alternatives:

   • Receive a refund of the paid amount.
   • Receive a new product identical to the one ordered.
   • Receive a product of similar value.
   • Receive a coupon with the product's value for future purchases.

4. According to the Consumer Protection Code (CDC), the request for canceling virtual purchases must be made within 7 business days from the receipt date.

5. For credit card refunds, our finance department has a maximum of 7 business days to process the refund with the credit card company. The deadline for the balance to return to your credit card is up to 120 days, depending on the credit card company and your billing cycle.

6. If a refund is necessary, it will be made to the bank account within a maximum of 10 business days after the quality analysis. The refund can only be made to an account with the same taxpayer identification number (NIF) used on our site.

7. Products returned without prior communication, beyond the deadline, with missing or mismatched items, without the label or invoice, will be resent to customers. The same applies to exchanges disapproved after the analysis by our quality department. They will be resent to customers via DHL, FedEx or UPS, and the shipping cost must be paid by the customer.

Please note: Epic-Store-Hub is not responsible for the shipping expenses for returns followed by a refund, chargebacks, or exchanges for other products. This expense is the customer's responsibility.