Return eligibility and timeframes depend on the specific product and its condition.
At Epoka Global, return eligibility is set product by product because food, personal-care, fashion, sports-wear, and home products cannot be treated under one generic rule. The applicable return badge and conditions are shown on each product page. Damaged, defective, incorrect, expired, leaking, or tampered deliveries remain eligible for review under the conditions below.
We review each valid claim against the product-specific return terms shown at the time of purchase. Depending on the product, condition, and evidence supplied, the resolution may be a replacement, refund, or store credit. A return is not automatically approved merely because a request was submitted.
Please check whether your situation qualifies for a return:
The applicable request window is displayed on the individual product page. Most eligible non-food products use a 7-day window. Honey and other consumable products use a shorter 3-day reporting window and are eligible only for damage, leakage, an incorrect or expired item, a broken seal on arrival, or another verified defect. Opened food products are not returnable for taste, preference, or change-of-mind reasons.
Follow these steps to raise a return or refund request:
Take clear photographs of the product, its packaging, and any visible damage. This is required for all claims.
Write to us at contact@epokaglobal.com with your order number, a description of the issue, and the photographs attached.
Our team will review your request within 2–3 business days and respond with a decision or request for additional information.
If a physical return is needed, we will arrange a pickup or provide a return shipping label at no cost to you.
Once the return is received and verified, your refund or replacement will be processed promptly.
Depending on your preference and the nature of your request, we may offer:
Shipping charges paid at the time of the original order are non-refundable unless the return is due to our error (wrong item, defective product).
Once your refund is approved and processed on our end:
If your order arrives damaged due to transit handling, please do the following:
Transit damage claims will result in either a full replacement or refund, including any shipping charges.
The following cannot be returned or refunded:
We do not currently offer direct product exchanges (e.g. swapping one variant for another) except in cases where an incorrect item was delivered. If you would like a different product, we recommend requesting a refund and placing a new order.
If you received the wrong item, we will arrange collection and reship your correct order at no charge.
Our customer support team is always here to help. For any return, refund, or order-related query, reach out to us.
Always include your order number and photographs (where applicable) when emailing us. We respond within 1–2 business days.
contact@epokaglobal.com