Last Updated: August 27, 2025

At Epoch Custom Packaging & Trading, we are committed to ensuring our customers are satisfied with their purchases. This policy outlines the procedures and conditions for returns and refunds. By placing an order with us, you agree to the terms of this policy.

 

Return Policy Summary

 

• Return Window: Returns are accepted if initiated within 14 days of receiving your goods.
• Return Shipping: The customer is responsible for all return shipping costs.
• Restocking Fee: All eligible returns are subject to a 15% restocking fee.
• Non-Returnable Items: Final sale and custom-ordered items are not eligible for return.

1. General Return Eligibility

To be eligible for a return, you must initiate the process within 14 days of receiving your goods. After 14 days from the date of receipt, we can no longer accept returns.

• Condition: All returned items must be unused, in new condition, and in their original box with the complete quantity of goods.
• Final Sale Items: Items marked or purchased as "final sale" cannot be returned or refunded.
• Custom Orders: Any products that are custom-designed, custom-printed, or otherwise personalized are non-refundable and cannot be returned.

2. Damaged Goods or Order Shortages

Please inspect your order immediately upon receipt. Any claims for shipping damages or shortages must be made within 2 days of receiving the goods. To report a claim, please contact us immediately at (407) 420-7735 and provide your order number and photos of the damage if applicable.

3. How to Initiate a Return

1. Contact Us: To start a return, please call us at (407) 420-7735 or use our Contact Page to request a return authorization. Please have your order number ready.
2. Prepare Your Shipment: Securely package the item(s) you wish to return in their original box.
3. Ship the Item: You are responsible for arranging and paying for the return shipping. We recommend using a trackable shipping service, as we are not responsible for items lost or damaged in return transit.

4. Refund Process

Once we receive and inspect your returned item(s), we will notify you of the approval or rejection of your refund.

If approved, your refund will be issued in the form of store credit. The credit amount will be the original purchase price minus a 15% restocking fee. Please note that original shipping charges are non-refundable.

5. Contact Us

If you have any questions about our Return and Refund Policy, please do not hesitate to contact us at (407) 420-7735.